Returns & Refunds

The Short Version

Skincare is personal. Once a tube is opened it cannot be safely resold or used by anyone else, so our returns are built around that one fact. Everything below is the detail.

Returning an Unopened Tube

You can return a Mugtea tube within 7 days of the delivery date if it is completely unused. To qualify, the tube must be sealed, in its original carton and packaging, and in the condition it reached you. Send us the order number and a clear photo of the sealed carton.

• The return window counts from the day the courier delivers your parcel.
• The carton, tube and any inserts must all be included.
• A change-of-mind return refunds the product price. The delivery fee you paid is not refunded, and the courier charge to send the parcel back is yours.
• If we sent the wrong item, the return courier charge is ours and your delivery fee is refunded too.

Damaged, Defective or Wrong Items

If your parcel arrives damaged, leaking, or with a tube that is defective, tell us within 24 hours of delivery. This applies even if you have already opened the tube, because we cannot see a defect until it is opened.

To help us resolve it quickly, please send:

• Your order number and the mobile number used on the order.
• Clear photos of the tube, the carton and the outer parcel, including the courier label.
• If you can, a short video of the parcel being opened. It is the fastest way to settle a courier claim.
• The batch code printed on the tube or carton, once you have it to hand.

We will replace the item first. If a replacement is not possible, we refund the full amount you paid, delivery included. We may ask for the damaged item to be sent back so that we can claim against the courier. If so, we cover the courier charge.

Reports made after 24 hours are still read, and we look at them fairly, but we cannot promise a replacement or refund once that window has passed.

What We Cannot Take Back

• Opened, used or partly used tubes, unless you report a defect or damage inside the 24-hour window above.
• Tubes returned without the original carton or with a broken or missing seal.
• Requests made after the 7-day window for an unopened tube.
• Free samples, gifts and promotional items.
• Orders refused at the door without a valid reason (see the next section).

Refusing a Parcel at the Door

With cash on delivery you only pay once the parcel is in your hands, and you may refuse it if the outer packaging is visibly opened, torn or leaking, or if it is not the item you ordered. Please take a photo of the parcel before you hand it back and send it to us.

Orders refused without a valid reason cost us the delivery both ways. If this happens more than once on the same number, we may ask you to pay online for future orders.

How to Start a Return

1. 1

   Message us

   Send your order number and photos on WhatsApp (+92 316 4506806 (opens in a new tab)) or by email (hello.velnaura@gmail.com). No form, no account.

2. 2

   We reply

   A real person replies within 3 hours during support hours. If your return is approved, we explain how to send it.

3. 3

   Send it back

   Pack the sealed tube in its carton and hand it to the courier we name, or follow the pickup instructions we give you.

4. 4

   We check it

   We inspect the returned item within 2 working days of receiving it.

5. 5

   You are refunded

   Approved refunds reach you within 5 to 7 working days of the inspection.

How Refunds Are Paid

• Cash on delivery orders: by bank transfer, JazzCash or Easypaisa to an account in your name. We will ask for the account details by message.
• Orders paid online: back to the original payment method, so you receive exactly the amount you paid.
• Timing: 5 to 7 working days after we approve the refund. Your bank or wallet may take a little longer to show it.
• Replacements: dispatched within 24 to 48 hours of approval and delivered at no extra cost.

Cancelling an Order

You can cancel for free until your parcel is dispatched, which normally happens within 24 to 48 hours. Message us as early as you can. Once the parcel is with the courier, please refuse it at delivery or use the return process above.

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