Last Updated: 22 July 2026

At The Ilsa, customer satisfaction and product quality are important to us. Please review the following conditions before requesting a return, replacement or refund.

Eligible Returns and Replacements

You may request a replacement or refund if:

• You received the wrong product
• The product arrived damaged or leaking
• An item is missing from your order
• The product has a verified manufacturing or packaging defect
• The delivered product has passed its expiry date

Please report the issue within 48 hours of delivery.

Evidence Required

To process your request, please provide:

• Order number
• Customer name and phone number
• Clear photographs of the parcel and product
• Photograph of the shipping label
• An unboxing video, if available
• Brief explanation of the issue

Please do not use, discard or return the product before receiving instructions from our customer-support team.

Change-of-Mind Returns

Unopened and unused products may be considered for return within 7 days of delivery, subject to approval.

The product must:

• Be completely unused and unopened
• Have its original seal and packaging intact
• Be in resalable condition
• Include all supplied accessories or promotional items

Return delivery charges for change-of-mind requests will be paid by the customer.

Non-Returnable Products

For hygiene and safety reasons, we cannot accept returns for:

• Opened, used or tested products
• Products with broken seals
• Products damaged through improper use or storage
• Items returned without their original packaging
• Products purchased from an unauthorized seller
• Products returned after the applicable return period
• Personal preferences concerning fragrance, texture or colour

Individual results may vary. A product cannot be returned solely because it did not produce the customer’s expected result.

Order Cancellation

Orders may be cancelled before dispatch by contacting us immediately.

Once an order has been dispatched, it cannot be cancelled. If the customer refuses the parcel without approval, delivery and return courier charges may be deducted from any applicable refund.

Refund Process

After receiving and inspecting an approved return, we will notify you whether the refund has been accepted.

Approved refunds are normally processed within 7–14 working days through:

• Original online payment method
• Bank transfer
• Easypaisa or JazzCash, where appropriate

Cash-on-delivery payments cannot be refunded in cash by the courier. The customer may be asked to provide valid bank or mobile-wallet details.

Shipping Charges

Original shipping charges are generally non-refundable. However, if The Ilsa sent an incorrect, damaged or defective product, reasonable replacement or return delivery costs will be covered by us.

Replacement Availability

If a replacement product is unavailable, the customer may choose:

• Another product of equal value
• Store credit
• A refund of the eligible amount

Skin Sensitivity and Allergic Reactions

Customers should review the ingredients and perform a patch test before using a new cosmetic or personal-care product. Stop using the product if irritation occurs and seek medical advice when necessary.

Refunds for individual sensitivities may not be available once a product has been opened, unless the product is confirmed to be defective or incorrectly labelled.

Contact Us

For return, replacement or refund requests:

Call/WhatsApp: 0317 3361977
Website: www.theilsaco.com