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 concerns. Please read the following carefully before placing your order.
Note: Replacement is never offered in any scenario. Any voucher issued is a goodwill gesture and not a customer right.

Case 1: Damaged, Broken, Leaked, Incorrect, or Missing Item

1a. Complaint Timelines

• For damaged, broken, leaked, or missing items, you must contact us within 24 hours of delivery. Requests raised after this time will not be entertained.

 • For incorrect items (wrong shade, variant, or different product), you must contact us within 24 hours of delivery. 

1b. Verification Requirements • A clear picture of the Order Invoice placed on the parcel is mandatory. • Depending on the issue, we may also request: o Product images o Packaging images o Unboxing video. (If available will help us verify the claims)

1c. Reverse Pickup

• Once your complaint is reviewed and approved (within 48 hours), a reverse pickup may be arranged through our courier partner, where applicable.

• Reverse pickup is initiated based on the nature of the issue and verification requirements.


1d. Product Condition & Quality Check (QC)

• Items sent back for verification must be: o Unused o In original condition o With seals, tags, packaging, and accessories intact (if applicable)

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

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

• Important: Certain items (such as electrical or grooming tools) are covered under brand/company warranty. These items must be returned and will be forwarded for warranty assessment as per brand policy.

1e. Resolution After Verification

• If the claim is verified as valid: o For damaged, leaked, or incorrect items, a store voucher will be issued. o Voucher value can vary depending on the case o For missing items, warehouse dispatch footage will be reviewed: 

If footage confirms the item was missing, a voucher equal to the item value will be issued. 

If footage confirms the order was dispatched correctly, the claim will be marked final and cannot be facilitated.

 • All vouchers are issued as store credit. Customers are required to place a new order themselves using the voucher.

Case 2: Exchange or Change of Mind

If you wish to return a product due to a change of mind (wrong shade, type, or simply no longer want it), you must return it in unused, original condition with all seals and packaging intact.

Once the item is received and passes QC, we will proceed with your refund or exchange request.

A Rs. 200 handling fee will be deducted from your refund amount or charged on delivery in case of exchange to cover logistics costs.

Case 3: Out-of-Stock Refunds

• If a paid product is later found to be out of stock, a monetary refund will be processed.
• Our support team will contact you to collect bank details.
• Refunds are processed within 48-72 hours after confirmation.

Timelines

• Reverse Pickup: Up to 10-15 working days (subject to courier schedules)
• Complete Resolution Process: Up to 15 working days, including pickup, QC, and final decision