Refund policy
SAIRUU wants you to be happy with every purchase. Please read this policy carefully before placing an order.
7-day return window
You may request a return within 7 days of receiving your order. Because our products are skincare items, returns are accepted only if the product is unopened, unused, with the seal intact and in its original packaging. Please keep your order confirmation or receipt as proof of purchase.
Non-returnable items
For hygiene and safety reasons we cannot accept returns of any product that has been opened, unsealed, used or tested. Items purchased on sale or clearance, gift cards and free promotional items are also non-returnable.
Damaged, defective or wrong items
Please inspect your order on delivery. If an item arrives damaged, defective, expired or is not what you ordered, contact us within 48 hours of delivery at contact@sairuu.com or +92-327-0331985 with your order number and clear photos of the item and packaging. Once verified we will send a replacement or issue a full refund, including delivery charges, at no cost to you.
How to request a return
Email contact@sairuu.com with your order number and the reason for the return. Do not send items back without first receiving approval; unapproved returns will not be accepted. Once approved we will share return instructions. Approved returns must be shipped within 3 days of approval to:
SAIRUU, House No. 7, Block L, Chauburji Garden Estate, Multan Road, Lahore 54500, Pakistan
Return courier charges are paid by the customer unless the return is due to our error (damaged, defective or wrong item).
Exchanges
We offer exchanges for a different product within the same 7-day window, subject to availability and the same unopened condition. The fastest option is to return the original item and place a new order once the return is approved.
Refunds
Once we receive and inspect your return we will notify you by email whether the refund is approved. Approved refunds are issued to your original payment method within 7 business days. Your bank or card provider may take a further 5 to 10 business days to post the amount. Cash-on-delivery orders are refunded by bank transfer, JazzCash or Easypaisa to the details you provide. If more than 15 business days have passed since approval and you have not received your refund, contact us at contact@sairuu.com.
Order cancellation
Orders can be cancelled free of charge before they are dispatched. To cancel, email contact@sairuu.com or call +92-327-0331985 as soon as possible, ideally within 12 hours of placing the order. Once an order has been handed to the courier it cannot be cancelled, but you may refuse delivery or request a return as described above. Prepaid cancelled orders are refunded within 7 business days.
Complaints
If you have any complaint about your order or our service, contact us at contact@sairuu.com or +92-327-0331985. We acknowledge complaints within 1 business day and aim to resolve them within 5 business days.
Contact
SAIRUU
House No. 7, Block L, Chauburji Garden Estate, Multan Road, Lahore 54500, Pakistan
Email: contact@sairuu.com
Phone: +92-327-0331985