At Junera, we want customers to receive the products they ordered in acceptable condition. Please read our policy to understand what to do if your order arrives damaged or contains an incorrect product.
1. Return Eligibility
We accept return or resolution requests for products that arrive damaged or differ from the products ordered, subject to verification and applicable consumer-protection requirements.
Because our store sells beauty and personal care products, we generally do not accept returns simply because a customer changes their mind or no longer wants a product.
Any restrictions relating to opened, used, sealed, or hygiene-sensitive products do not override rights available under applicable law.
2. Damaged Products
If your product arrives damaged, please contact our support team promptly after delivery.
To help us review the issue, provide:
- Your order number.
- A description of the damage.
- Clear photographs or a video showing the product and its condition.
- Photographs of the packaging, where relevant.
Please retain the product and its packaging until our team advises you on the next steps.
3. Incorrect Products
If you receive a product different from the one you ordered, contact us with your order number and photographs of the item received.
Our team will review the information and explain the available resolution.
4. How to Request a Return or Resolution
Follow these steps:
- Contact us at help.junera@gmail.com or +92 348 9808013.
- Provide your order number and explain the issue.
- Share photographs or other supporting information when requested.
- Wait for our team to review your request and provide instructions.
Please do not send a product back without contacting us first, as we may need to provide return instructions.
5. Refunds and Replacements
After reviewing an eligible claim, Junera will communicate the appropriate resolution, which may include a replacement, refund, or another remedy as applicable.
If a refund is approved, we will explain the process and expected timeframe. The method and timing will depend on the circumstances of the order and the agreed resolution.
6. Return Shipping Costs
For verified damaged or incorrect products, our support team will explain the applicable return or collection arrangements and any shipping-cost responsibility.
7. Cash on Delivery Orders
For orders paid through Cash on Delivery, approved refunds will be arranged through a method agreed with the customer and supported by our business operations.
8. Important Information
Please inspect your order after delivery and report any problems promptly. All requests are reviewed individually.
Nothing in this policy is intended to exclude or limit consumer rights that cannot legally be excluded under applicable Pakistani law.
9. Contact Us
For return, refund, or exchange assistance:
Email: help.junera@gmail.com
Phone: +92 348 9808013
Please include your order number whenever you contact us about an existing order.