Refund & Return Policy

The short version

• Wrong, damaged, expired or confirmed not genuine: tell us within 3 days of delivery, with the photos or video described below. Once we have checked the claim, we collect the product at our cost and refund in full, including what you paid for delivery.
• Sealed and unopened, but you changed your mind: also 3 days, and we will take it back, but the return courier charge comes out of the refund.
• Opened cosmetics that simply did not suit you: we cannot take these back. An opened cream cannot be sold to anyone else, for hygiene reasons.

Before you pay: check the parcel at the door

On a cash-on-delivery order you may open and inspect the parcel in front of the rider. If the seal is broken, the product is not the one you ordered, or the product inside is damaged, refuse the parcel. You pay nothing, the parcel comes back to us, and there is no refund to process. A dented outer box with an undamaged product inside is not a reason to refuse.

Refusing a correct, undamaged parcel counts as a change of mind. We may then ask you to pay the delivery charge in advance on future orders, or not offer cash on delivery to you.

What can be returned

• We sent the wrong product, shade or size. Our error; we cover the return and refund in full once the wrong item is back with us.
• It arrived damaged or leaking. Record the unboxing (see below) and photograph the parcel and the product before handling it further.
• Something was missing from the parcel. Report it within 3 days with an unboxing video. We check it against the photos we take of every order when packing, and the parcel weight recorded by the courier, before we refund or send the missing item.
• It is expired, or had less than six months of shelf life left when it was delivered. We do not stock anything shorter-dated than that.
• You believe it is not genuine. See our authenticity promise for how to check. Send us photos of the product, its batch code and the outer carton. We check them against the photos we took of your order when packing it, and with the brand or its authorised distributor. If the product is confirmed not genuine, we refund in full, including delivery. A product that is confirmed genuine is not refundable once it has been opened.
• It is unopened and still sealed and you have changed your mind, within 3 days.
• The parcel never arrived. If the courier cannot show that it was delivered, we refund in full. If the courier's record shows it was delivered to your address or mobile number, we investigate with the courier before deciding.

“Sealed” means the original manufacturer's seal, film or hygiene sticker is intact and has not been tampered with or replaced, as checked by us when the product comes back.

What cannot be returned

• Anything opened, used, swatched or with a broken hygiene seal: creams, serums, sunscreens, lipsticks, foundations, mascaras, droppers, sheet masks.
• A product that caused a reaction or did not work for you. Genuine products can still be wrong for your skin, and that is not a defect. Tell us what happened anyway. It changes what we recommend to you next time.
• Products bought at a clearance price, returned for the reason they were discounted.
• A product that does not match the one we dispatched (a different batch code, a different unit, or one that has been emptied, refilled or tampered with).
• Anything reported to us more than 3 days after delivery, except a manufacturing defect covered by the brand's own warranty, which we will help you raise.

How to start a return

1. Contact us within 3 days of delivery on +8801332147481 or at support@skinmaxbd.com, with your order number.
2. Send photographs: the product, the outer carton, the batch code, and the damage if there is any. For a damaged, leaking, wrong or missing item, also send an unboxing video: one unbroken recording that starts with the sealed parcel and shows it being opened. Without it we may not be able to accept the claim.
3. Keep the product in its packaging with any free gift that came with it. A returned order is returned whole. If a free gift is not returned, its value is deducted from the refund.
4. We arrange the pickup — our own rider inside Dhaka, a courier outside it. Do not send it back yourself. A parcel that arrives without a return reference is a parcel we cannot match to an order.

Inspection

Every returned product is checked against the photos and batch codes we recorded when your order was packed. A return that does not match what we sent, or that has been used, emptied or tampered with, will not be refunded, and we will send it back to you.

Refunds

• When: within 7 working days of the product reaching us and passing inspection. We tell you the day it is sent.
• Online payments are refunded to the card or wallet they came from. Your bank may take a few more days to show it.
• Cash-on-delivery orders are refunded by bKash or Nagad to the mobile number on the order, and to no other number. Any transfer charge is ours to pay when the fault was ours.
• Delivery charges are refunded when the fault is ours and kept when it is a change of mind.
• Offers and minimum spends. If you return part of an order and what you keep no longer meets the minimum for a coupon, discount or free gift the order used, the refund is reduced by the value of that benefit.
• A coupon used on a cancelled order is released, so a voucher is not used up by an order that never completed.
• We refund money. We do not issue store credit instead unless you ask for it.

Cancelling before delivery

Free, and available until the parcel is handed to the courier. Cancel it yourself from My Orders while the order is still pending, or phone us. After dispatch, refusing the parcel at the door has the same effect as a cancellation, but tell us, because repeated refusals mean we may ask for online payment on future orders.

We may also cancel an order ourselves for any of the reasons set out in our terms of service, for example if the last unit sold while your order was pending, if a price or description was wrong, or if we cannot reach you to confirm. Whenever we cancel, you are refunded in full for anything you paid and told why.

Misuse of this policy

This policy is for genuine problems. We may decline a return or refund, ask for payment in advance, or stop offering cash on delivery to an account, mobile number or address that shows a pattern of excessive returns, refused parcels, or claims we have good reason to believe are false. Where we decline a claim, we tell you why.

Your rights under Bangladeshi law

Nothing on this page reduces your rights under the Consumer Rights Protection Act, 2009. If you believe you were sold an adulterated, counterfeit or misdescribed product, you may complain to the Directorate of National Consumer Rights Protection. Please contact us first; we can usually resolve things faster.