At Highfy.pk, we aim to provide you with the best shopping experience. Our Return, Refund & Exchange Policy has been designed to ensure a fair, transparent, and smooth process for handling all customer requests. Please read the following carefully before placing your order.

Case 1: Damaged, Broken, Incorrect, or Missing Order

1a. Complaint Timelines
• If your product is damaged, broken, leaking, or missing, you must contact us within 24 hours of delivery. Requests raised after 24 hours will not be entertained.

• For all other issues, such as receiving an incorrect item, you must contact us within 7 days of delivery. Requests made after 7 days will not be entertained.

1b. Verification Requirements

• You must share a clear picture of the Order Invoice found inside your parcel.

• In cases of damaged, incorrect, or missing items, we may also request product images, packaging images, or an unboxing video for verification.

1c. Reverse Pickup
• Once your complaint is verified (within 48 hours), a reverse pickup will be initiated from your address through our courier partner, wherever applicable.

1d. Product Condition & QC

• Returned items must be in original condition (unused, seals/tags intact), along with all accessories, manuals, and warranty cards.

• All returned products undergo a Quality Check (QC) at our warehouse.

• Claims may be declined if the product is returned used, damaged, or in poor condition.

Important: Remington items (e.g., straighteners) are not eligible for refunds. These items are covered under company warranty only. Customers must return the product to us, after which it will be forwarded to the company for repair or replacement. For any future warranty claims, customers must contact Highfy.pk again

1e. Resolution After Verification

• If your claim is verified as valid: o For damaged or incorrect items, a refund or voucher will be issued. o For missing items, warehouse footage will be reviewed:
. If footage confirms the item was missing, a voucher equal to the item value will be issued.
. If footage confirms all items were dispatched correctly, the claim will be marked final and cannot be facilitated.

All vouchers issued are of the same value as the item, and customers will place a new order themselves using the voucher.

Case 2: Exchange or Change of Mind

If you wish to return or exchange a product due to a change of mind (wrong shade, type, or simply no longer want it), the item must be returned:

• Unused
• In original condition
• With all seals and packaging intact

Once the item is received and passes QC:

• A voucher equal to the item value will be issued.
• The customer will place a new order independently using the voucher.
• A Rs. 200 shipping/handling charge will be added to the order total, which must be paid by the customer at the time of delivery.
• Highfy no longer places exchange orders on behalf of customers.

Other Refunds (Out of Stock Items)

If you have paid for a product that is later found to be out of stock, a monetary refund will be processed.

Our support team will contact you for bank details, and the refund will be issued within 48 hours.

Important Note (Unboxing Video)

We strongly recommend recording an unboxing video while opening your parcel, especially for missing item claims.

• Warehouse footage will be reviewed for verification.

• If footage confirms all items were dispatched, the claim cannot be processed.

• If an item is confirmed missing, a voucher or re-shipment will be issued accordingly.

Timelines

• Reverse Pickup: Up to 7 calendar days, depending on courier schedules.

• Complete Return/Exchange Process: Up to 10 working days, including pickup, QC, and final resolution.

We appreciate your patience and cooperation while we complete this process.