The short version
- Wrong, damaged, expired or not genuine: tell us within 3 days of delivery. We collect it 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. Hygiene, not policy: an opened cream cannot be sold to anyone else, and no shop that resold one would be a shop you should buy from.
Before you pay: the cheapest return is the one that never happens
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 box is crushed — refuse the parcel. You pay nothing, the parcel goes straight back to us, and there is no refund to process. This is the fastest outcome for everyone and it is your right, not a favour.
What can be returned
- We sent the wrong product, shade or size. Entirely our error; we cover everything.
- It arrived damaged or leaking. Photograph the parcel and the product before handling it further.
- It is expired, or expires within three months, unless it was clearly listed and sold as short-dated at a reduced price.
- You have reason to believe it is not genuine. See our authenticity promise for how to check. We do not ask you to prove the case before accepting the return.
- It is unopened and still sealed and you have changed your mind, within 3 days.
- The parcel never arrived and the courier cannot produce it. Full refund; chasing the courier is our job.
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 or short-dated price, returned for the reason they were discounted.
- 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
- Contact us within 3 days of delivery on +8801332147481 or at support@skinmaxbd.com, with your order number.
- Send photographs: the product, the outer carton, the batch code, and the damage if there is any. This is what lets us settle most cases the same day instead of waiting for the parcel to travel back.
- Keep the product in its packaging with any free gift that came with it. A returned order is returned whole.
- We arrange the courier pickup. Do not send it back yourself — a parcel that arrives without a return reference is a parcel we cannot match to an order.
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, or in cash if you collect from us. 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.
- A coupon used on a cancelled order is released, so a voucher is not burned 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: if the last unit sold while your order was pending, if the price shown was clearly wrong, or if we cannot reach you to confirm. In every one of those cases you are refunded in full and told 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. We would rather you called us first, and we would rather refund you than defend a bad unit.