Return Policy & 8-Scenario Customer Protection Rules
In short
You can return or replace any damaged, leaking, wrong, missing, expired, near-expiry (<90 days shelf life), or authenticity-disputed product within 7 days of delivery at zero cost to you. Unopened, factory-sealed items may also be returned within 7 days for change of mind (buyer covers return courier fee).
Complete 8-Scenario Return & Protection Matrix
| Customer Scenario | Report Window | Required Evidence | Resolution & Courier Cost |
|---|---|---|---|
| 1. Wrong product delivered | Within 7 days | Photo of unopened item & invoice | Free doorstep exchange or 100% refund (Skinoly pays courier) |
| 2. Damaged, leaking, or broken product | Within 48 hours of delivery | Unboxing photo/video showing damage | Free replacement or 100% refund (Skinoly pays courier) |
| 3. Expired or < 90 days shelf life | Within 7 days | Photo of printed batch/expiry code | Immediate free replacement or 100% refund (Skinoly pays courier) |
| 4. Suspected counterfeit / authenticity concern | Within 7 days | Photos of pack, batch code & texture/seal | Batch audit within 48h; 100% full refund including delivery if unverified |
| 5. Missing product from order | Within 48 hours of delivery | Photo of outer parcel label & received items | Free express dispatch of missing item or instant partial refund |
| 6. Delivery failure or excessive delay | Anytime before delivery | Order ID | Immediate order cancellation & 100% refund of any advance payment |
| 7. Change-of-mind return | Within 7 days | 100% unopened, intact factory seal & matching batch code | Full product refund or exchange (customer pays ৳70–৳130 return courier fee) |
| 8. Incorrect product listing / variant mismatch | Within 7 days | Screenshot/link & photo of delivered item | Free return pickup and 100% full refund including delivery |
Skincare Hygiene & Tamper-Seal Rules
- Unopened items: Products returned for change of mind must have their original outer carton, shrink-wrap, and neck/induction seal 100% intact, and the printed batch code must match the batch code recorded on your Skinoly order.
- Opened items: Because skincare and cosmetics contact skin directly, opened or used products cannot be returned for change of mind or personal texture preference, except where opening the carton was necessary to discover an internal leak, defect, spoilt formula, or counterfeit discrepancy.
- Quarantine protection: Returned items with broken seals are never restocked into active customer inventory.
How to Submit a Return Request
- Send your Order ID and photos via WhatsApp to +8801302275090 or email [email protected].
- Our Customer Protection team reviews your claim within 24 business hours.
- We schedule a reverse courier pickup (Steadfast / Pathao) or dispatch your replacement parcel.
- Once verified, refunds are transferred via bKash, Nagad, or bank transfer within 3–5 business days.
Answers
Can I return a skincare product if it causes purging or doesn't suit my skin?
Can I return a skincare product if it causes purging or doesn't suit my skin?
Opened cosmetics that are genuine, within expiry, and undamaged cannot be returned for individual skin reactions or purging. We strongly recommend performing a 24-hour patch test behind the ear or inner forearm before full-face application.
Who pays the courier charge on a return?
Who pays the courier charge on a return?
If the return is due to a wrong item, transit damage, expiry issue, listing error, or authenticity dispute, Skinoly pays 100% of both delivery and return courier charges. Only change-of-mind returns of unopened items have the return courier fee deducted.