Return & Refund Policy
Don’t like it? Return it at your doorstep — free of charge.
At Skinmart BD, we want you to be completely happy with every order. If something is not right, this policy explains how returns, exchanges and refunds work. Please read it before making a claim.
Cash on Delivery across Bangladesh
Don’t like the product? Return it to the delivery rider on the spot and pay nothing — no product price and no delivery charge.
1. Return at Your Doorstep — Free
Check your parcel in front of the delivery rider before you pay. If you don’t like the product for any reason, simply hand it back to the rider. You pay nothing — no product price and no delivery charge.
2. Problems Found After Delivery
If you have already accepted the parcel and then find a problem, contact us within 12 hours of receiving it. We accept claims for:
- ✔Wrong product: you received a different item from the one you ordered.
- ✔Damaged product: the product arrived broken, crushed or leaking.
- ✔Broken seal: the product seal was already broken on arrival.
- ✔Expired product: the product was past its expiry date on arrival.
3. What We Need to Process Your Claim
- ✔An unboxing video showing the parcel being opened from start to finish
- ✔Clear photos of the problem (damage, wrong item, seal or expiry date)
- ✔Your order number
4. Items We Cannot Accept After Delivery
- ✖Products that have been opened or used, for health and hygiene reasons, unless they arrived wrong, damaged or expired
- ✖Claims made more than 12 hours after delivery
- ✖Products damaged through misuse or improper storage after delivery
- ✖Change-of-mind returns after you have accepted and paid for the parcel. If you are unsure, please use the free doorstep return.
5. Refunds
Once your claim is approved, you will receive a refund for the affected product.
- ✔Refund method: bKash or Nagad
- ✔Refund time: within 10–15 days of approval
6. Exchanges
If you received the wrong item, size or quantity, we will exchange it for the correct product. Please let us know within 12 hours of delivery, with photos and your order number.
7. Who Pays the Return Delivery Charge?
| Situation | Delivery Charge |
|---|---|
| Returned to the rider at your doorstep | Free — you pay nothing |
| Our mistake (wrong, damaged or expired product) | Paid by Skinmart BD |
| Customer’s mistake after accepting the parcel | Paid by the customer |
8. Order Cancellation
- ✔Before the order is handed to the courier: you can cancel free of charge. Call 01793016247 as soon as possible.
- ✔After the order is with the courier: the order can no longer be cancelled, but you can still refuse it at your doorstep and pay nothing.
9. How to Make a Claim
Call us at 01793016247 or email admin@skinmart.com.bd with your order number, unboxing video and photos. Our team will review your claim and tell you the next steps.
Contact Us
Questions about an order, a product or a delivery? Our support team is here to help.