CUSTOMER CARE & GUARANTEE
Returns & Refunds
At TRESSÉVA, your satisfaction and hair care journey are our highest priority. Here is our complete policy regarding returns, damage claims, and replacements.
48-Hour Notice
Inspect your order upon arrival and contact us within 48 hours if your package arrived damaged, leaking, or incorrect.
Share Verification
Send your Order ID along with clear photos or video of the bottle, cap seal, and exterior packaging.
Swift Resolution
Eligible claims receive an immediate replacement at zero extra cost, or an approved refund processed within 5–7 business days.
OUR COMMITMENT
Returns Policy
Due to the hygienic, personal-care nature of natural hair oils and botanical formulations, we cannot accept returns on products that have been opened, unsealed, or used after delivery.
You are eligible to request an exchange, return, or refund if:
You received the wrong product or an incomplete order.
The product arrived damaged, broken, or leaking in transit.
The product was proven defective or compromised upon initial delivery.
REQUIREMENTS
Return Eligibility
Claims must be submitted within 48 hours of package delivery.
The product must remain unused, unopened, and in its original TRESSÉVA bottle and packaging.
Proof of purchase (Order ID or confirmation SMS/email) must be provided.
Clear photographic or video evidence showing the issue must be shared with our support desk.
SAFETY & HYGIENE
Non-Returnable Items
The following cannot be returned or refunded under any circumstances:
Any hair oil bottle that has had its safety seal broken, opened, or sampled.
Products damaged through consumer misuse, dropped bottles, or improper storage.
Items purchased during promotional, seasonal, or clearance flash sales (unless received defective or broken).
Digital gift cards or promotional vouchers.
SOMETHING NOT RIGHT?
Received a damaged
or incorrect bottle?
Please reach out to us within 48 hours of receipt. Share your order details and photos/videos of the package. If qualified, we will dispatch an exchange bottle immediately at zero cost to you.
SETTLEMENTS
Refunds & Processing
Once your return request is inspected and approved, you will be notified of the confirmation:
• Prepaid Orders: Approved refunds will be credited back to your original payment card or gateway account within 5–7 business days.
• Cash on Delivery (COD) Orders: Refunds will be transferred directly via Bank Transfer or Mobile Wallet (Easypaisa / JazzCash) after your payment details are verified.
• Shipping Charges: Original shipping charges are non-refundable unless the return is due to our warehouse error (such as an incorrect item or damaged delivery).
BEFORE DISPATCH
Order Cancellations
Orders may be freely cancelled prior to warehouse dispatch by contacting our care desk with your order number.
Once an order has been physically handed over to our courier partner and a tracking ID has been generated, it can no longer be cancelled in transit. You may only request a return upon delivery in accordance with the eligibility terms above.
WE ARE HERE FOR YOU
Need assistance?
Have questions about an existing order, exchange, or delivery claim? Our customer care team is available Monday to Saturday to assist you.
MESSAGE CUSTOMER CARE