Refund policy
Last updated: October 24, 2026
We want you to be happy with every CareApex order. This policy explains when you can return, exchange or get a refund, and how to do it. For any return, contact our WhatsApp team first. Our team arranges every return.
1. Damaged, leaked, wrong or expired items
If your parcel arrives with a damaged, leaking, broken, wrong or expired product, or with an item missing:
- Message us on WhatsApp at 0343-5176520 within 48 hours of delivery.
- Send your order number and clear photos or a video of the product, its packaging and the parcel. An unboxing video helps us resolve your claim faster.
- Once verified, we will send a free replacement or give a refund. You pay no return charges in these cases.
2. Quality concerns
If you notice a quality issue (for example an unusual texture, smell or colour), contact us within 7 days of delivery. Share the batch number, expiry date, your order number and photos or a video. We will review the case and offer a replacement or refund where the issue is confirmed.
3. Change of mind
You can return a product you no longer want within 7 days of delivery if:
- it is sealed, unused and in its original packaging;
- bundles are returned complete, with every item and any free gift included.
A return charge of Rs. 200 applies, and the original delivery charge is not refunded.
4. Items we cannot accept
For hygiene and safety reasons, we cannot accept returns of products that have been opened, used, or had their seal broken, except under sections 1 and 2 above. We also cannot accept items returned without first contacting our team, or items returned after the time limits above.
5. Skin reactions
Everyone's skin is different. We recommend a patch test before first use (see our Terms of Service). If you experience irritation, stop using the product, consult a doctor, and contact us. We review these cases individually, but opened products are not normally refundable.
6. How to return an item
- Message our WhatsApp team at 0343-5176520 with your order number and the reason for the return.
- Our team will confirm whether the return is approved and arrange collection or tell you where to send it.
- Once we receive the item, we inspect it within 5 to 7 working days.
7. Refunds
Most orders are paid by cash on delivery, so refunds are sent by a method our WhatsApp team agrees with you, such as a mobile wallet or bank transfer. Approved refunds are processed within 5 to 7 working days after inspection. If you paid online, we refund to the original payment method where possible. Your bank or wallet provider may take additional time to show the amount.
8. Exchanges
We replace items that are damaged, leaking, wrong, expired or have a confirmed quality issue, under sections 1 and 2. For a different product, return the original under section 3 and place a new order.
9. Order cancellation
To cancel an order, message us on WhatsApp before it is dispatched. Once an order has been dispatched it cannot be cancelled, but section 3 may still apply.
10. Contact us
WhatsApp / phone: 0343-5176520 (Monday to Saturday, 12 pm to 5 pm)
Email: info@careapexhealth.com
Address: AiSoft Office #1, 2nd Floor, Naseem Arcade, I-9 Markaz, Islamabad, Pakistan