Refund & return policy
If your order arrives damaged, wrong or expired, request a return within 7 days of delivery from My Orders. Once we approve it, we refund you within 10 working days.
Last updated
Returns at a glance
| Return window | 7 days from the day your order is delivered |
|---|---|
| Reasons accepted | Damaged or defective, wrong item or shade, expired or near expiry, not as described, reaction to the product |
| How to request | My Account → My Orders → open the order → Request return |
| Refund time | Within 10 working days of approval |
What you can return
You can request a return within 7 days of delivery if:
- The product is damaged or defective, for example a broken bottle, leaking tube or crushed packaging.
- You received the wrong product or shade, or an item is missing from your order.
- The product is expired or close to its expiry date when it arrives.
- The product is not as described on our website.
- You had a reaction to the product. Stop using it straight away and contact us. We review these requests individually, and you may need to share details of what happened.
What we can’t accept
To keep every product we sell safe and hygienic, we can't accept returns:
- For a change of mind once a product has been opened, used or had its seal broken.
- Requested more than 7 days after delivery.
- For damage caused after delivery, such as a product left in heat or dropped.
- Without the original packaging.
If you are unsure whether your case qualifies, call us before sending anything back.
Check your parcel at delivery
Please look over your parcel when the rider hands it to you. If the box is badly damaged or opened, tell the rider, take a photo and contact us the same day. Photos of the product, packaging and order label make returns much faster to approve.
How to request a return
- Sign in and go to My Account → My Orders.
- Open the delivered order and select Request return.
- Choose the reason, describe the problem and submit the request.
- Email photos of the product and packaging to us with your order number.
- Our team reviews the request and calls you on your mobile number to arrange the next steps.
Ordered as a guest? Create an account with the mobile number you used at checkout and the order appears in My Orders, or call us with your order number. You can only submit one return request per order, so include every affected item.
Refunds
Once we approve your return, we refund you within 10 working days. We confirm the refund method with you when we approve it.
You can follow your request in My Orders. Its status moves from Requested to Approved and then Refunded. If we can't approve a request, we will explain why.
Cancelling an order
You can cancel an order free of charge while it is still Pending or Confirmed: open it in My Orders and select Cancel order. Once it is being processed or has shipped, call us and we will do our best to stop it. If you paid in advance for a cancelled order, we refund the full amount.
Questions about a return
Read our frequently asked questions or contact us. This policy works alongside our terms and conditions and does not affect your rights under the consumer protection laws of Bangladesh.