Policy & Guidelines
Return & Refund Policy
Your satisfaction is our priority — we make returns simple and hassle-free.
Return eligible items within 7 days of delivery — no questions asked.
Online payments refunded to your original bank account within 10 business days.
Simply WhatsApp us — our team handles everything from pickup to resolution.
Our Return Promise
At Sukooon, we take immense pride in the quality of every product we ship. However, we understand that sometimes things don't go exactly as expected. Our return and refund policy is designed to be fair, transparent, and stress-free so that you can always shop with complete confidence.
This policy applies to all orders placed on www.Sukooon.com and covers standard product returns, damaged goods, incorrect items, and online payment refunds.
What Can Be Returned?
To be eligible for a return, your item must meet the following conditions at the time you contact us:
- The return request is initiated within 7 days of receiving the order.
- The item is unused, unwashed, and in its original condition.
- The item is in its original packaging with all tags, seals, and accessories intact.
- You have your order number or proof of purchase available.
- The item has not been altered, damaged by the customer, or used beyond a brief inspection.
Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items are not eligible for return or exchange unless they arrive damaged or defective:
- Consumable wellness products that have been opened or partially used.
- Personal care items, skincare, and beauty products once opened.
- Items purchased during special sales, clearance, or promotional events marked as final sale.
- Gift cards and vouchers.
- Products with broken hygiene seals or removed protective packaging.
- Items explicitly marked as "Non-Returnable" on the product listing page.
How to Initiate a Return
Returning an item is quick and easy. Just follow these four simple steps:
WhatsApp or email us with your order number within 7 days of delivery.
Our team reviews your request and sends you a Return Authorisation (RA).
Pack the item securely and drop it off or schedule a pickup per our instructions.
Once we inspect the returned item, your refund or replacement is processed.
Cash on Delivery (COD) Orders
The majority of our orders are placed via Cash on Delivery (COD). For COD orders, no monetary refund is issued — instead, we offer a free replacement or store credit for approved returns. If you paid online and your return is approved, your refund will be credited back to your original bank account within 10 business days of our receiving and inspecting the returned item.
Refund Methods & Timelines
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Here is a summary of our refund methods:
| Payment Method | Refund Method | Timeline | Eligible? |
|---|---|---|---|
| Cash on Delivery (COD) | Replacement or Store Credit | 3–5 business days | Store Credit |
| Online Bank Transfer | Original bank account | Up to 10 business days | ✓ Eligible |
| Credit / Debit Card | Original card used | Up to 10 business days | ✓ Eligible |
| EasyPaisa / JazzCash | Same mobile account | Up to 10 business days | ✓ Eligible |
| Promotional / Gift Orders | Store credit only | 3–5 business days | Store Credit |
| Final Sale / Clearance Items | Not applicable | — | ✗ Not Eligible |
Original shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product, etc.).
Damaged, Defective or Wrong Items
We thoroughly inspect every order before dispatch. However, if you receive a product that is damaged, defective, or incorrect, please do the following immediately:
- Do not use or discard the item.
- Take clear photos or a short video clearly showing the issue.
- Contact us via WhatsApp at +92 339 785 6666 within 48 hours of delivery.
- Share your order number and the photos/video with our team.
Upon verification, we will arrange a free pickup and offer you a full replacement or complete refund — whichever you prefer. We cover all return shipping costs in such cases.
Exchanges & Replacements
We are happy to exchange an item for a different size, colour, or variant if the product is in stock. To request an exchange:
- Contact us within 7 days of receiving your order.
- Clearly mention the item you would like instead.
- Return the original item in its unused, original condition.
- Once received and inspected, your replacement will be dispatched within 2–3 business days.
If the requested replacement item is unavailable or priced differently, we will work with you to find the best solution — including store credit or a refund of the price difference.
Return Shipping Costs
Who covers the return shipping cost depends on the reason for the return:
- Damaged, defective, or wrong item shipped: Sukooon covers the full return shipping cost.
- Change of mind or size exchange: The customer is responsible for return shipping costs.
- Product not as expected: Please contact us — we evaluate these on a case-by-case basis.
We recommend using a trackable courier service when sending returns back to us. Sukooon is not responsible for items lost in transit during the return process if sent without a tracking number.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible. Here is how it works:
- Before dispatch: If your order has not yet been shipped, we can cancel it immediately and issue a full refund (for online payments) or simply void the COD order.
- After dispatch: Once an order has been dispatched, it cannot be cancelled. Please follow the standard return process once the order is delivered.
- Custom or personalised orders: These cannot be cancelled once production has begun.
To cancel an order, WhatsApp us immediately at +92 339 785 6666 with your order number.
What if I Haven't Received My Refund?
If you have been notified of a refund approval but have not received the funds yet, please take the following steps:
- First, check your bank account or mobile wallet again — sometimes transactions take a few business days to reflect.
- Contact your bank or payment provider, as processing times can vary.
- If you have done all of the above and still have not received your refund after 10 business days, please contact us directly via WhatsApp or email.
We are committed to resolving any refund delays promptly and will provide you with a transaction reference upon request.
Still Have Questions?
Our customer care team is available to guide you through every step of the return process. Don't hesitate to reach out — we're here to help.