Returns & Refunds

We want you to get exactly what you ordered. If something is wrong with your parcel, here is how we put it right, quickly and fairly. Please read this before you order, because one rule is strict: we cannot accept any return or refund without an unboxing video.

The short version

  1. Record an unboxing video when you open your parcel: one continuous take, from the sealed parcel to the product.
  2. Tell us within 24 hours of delivery. Claims after that cannot be accepted.
  3. No video, no return and no refund. Without proof we cannot take a product back.

Why we ask for an unboxing video

Your parcel is packed by us and carried by a courier. The only reliable proof of the condition it arrived in is a continuous video of it being opened. It protects you as much as us: when a wrong, missing or damaged item is clearly on video, we can sort it out straight away without any argument, and we can raise a proper complaint with the courier.

How to record a valid unboxing video

  • Start recording before you open the parcel, with it still sealed, and show the shipping label clearly (order number, your name and phone number).
  • Record in one continuous take. Do not pause, cut or edit the video.
  • Open the parcel on camera and take out every item one by one.
  • Show the problem clearly: the broken, torn or leaking item, the wrong product, the missing item, or the expiry date.
  • Use good light and keep the phone steady so everything is easy to see.
  • Do not use, taste or open the products inside before the video is finished.
  • Keep the product, its packaging and the parcel box. Do not throw anything away until your claim is settled.

The 24-hour window

You must report the problem within 24 hours of the parcel being delivered (counted from the delivery time recorded by the courier). Reports made after 24 hours cannot be accepted, even with a video, so please check your parcel the same day you receive it.

How to make a claim

  1. Record the unboxing video as described above.
  2. Send it to us within 24 hours on WhatsApp (01301154103), through Message us in your account, or by email to [email protected]. Include your order number, the phone number on the order, and a short note on what is wrong.
  3. We review it. We check the video against your order. We may ask for more photos or details.
  4. We put it right. If the claim is approved you can choose a replacement (if the product is in stock) or a refund.

What we will return or refund

When the video clearly shows that the problem is on our side:

  • You received a wrong product.
  • An item is missing from your order.
  • A product arrived broken, torn, leaking or spoiled.
  • A product is past its expiry date, or its seal was already opened.
  • The product is clearly different from how it was described on our website.

What we cannot return or refund

  • There is no unboxing video, or the video is incomplete, cut, edited or does not show the sealed parcel and label.
  • The claim is made after the 24-hour window.
  • You changed your mind, or did not like the taste, smell, colour or how a product suits your skin. Food and skincare are hygiene-sensitive, so opened or used products cannot be taken back unless they were faulty on arrival.
  • The damage happened after delivery, or the product was used, opened or not kept in its original packaging.
  • The address or phone number given at checkout was wrong, or nobody received the parcel.
  • The parcel was refused at the door without a valid reason.

After your claim is approved

  • Replacement: we send the same product again, if it is in stock.
  • Refund: we refund to your bKash or Nagad. If you paid cash on delivery, tell us the bKash or Nagad number to refund to. We process approved refunds as quickly as we can, usually within 3–5 working days after we have checked the returned product.
  • Returning the product: we may ask you to send the product back. If the claim is approved because of our mistake, we arrange and pay for the return, and we refund the delivery charge as well.

Cancelling an order

You can cancel an order for free before we hand it to the courier. Contact us as soon as you can with your order number. If you already paid by bKash or Nagad, we refund that payment in full. Once the parcel is with the courier it cannot be cancelled, and the rules above apply when it arrives.

Refused or undelivered parcels

Please keep your phone on and be available on the delivery day. If a parcel is refused without a valid reason, or we cannot reach you after several attempts, we may restrict further orders from that number, because every failed delivery costs us money.

Honest claims only

We trust our customers, and we expect the same in return. A video that has been edited, staged or does not match the order will be rejected, and we may stop accepting orders from that account or number.

Contact us

Questions about a claim? WhatsApp or call 01301154103, or write to [email protected]. The videos and photos you send us are used only to review your claim (see our Privacy Policy).

Last updated: October 6, 2026