At Shundorota, we are dedicated to providing a safe, authentic, and transparent shopping experience. To ensure the authenticity of our products, customer privacy, and the prevention of product tampering or modification during transit, we strictly follow a closed-box delivery policy.

If you receive a damaged, defective, or incorrect product, we will gladly arrange for an exchange, replacement, or payment adjustment subject to the terms outlined below.

1. Reporting an Issue & Complaint Validity

  • Cosmetics, Skincare & General Items: If you discover a damaged, defective, or incorrect product upon opening your package, you must notify our Customer Support Team within 3 days of receiving the product.

  • Beauty Electronics & Devices: All electronics and styling tools come with a 15-day replacement guarantee from the date of receipt in case of non-functional or factory-defective issues.

  • Proof Required: You must submit clear photos and an unboxing video showing the issue, batch code/barcode, and shipping box. Complaints submitted after the validity period without proof cannot be entertained.

2. Eligibility for Returns & Exchanges

To qualify for an exchange or return:

  • Required Packaging: The item must be returned with its original invoice, official Shundorota outer delivery box, and intact manufacturer packaging/box.

  • Special Customer Exchanges: If you mistakenly order the wrong shade, size, or item, an exchange may be arranged at the management’s discretion. In such cases, both the return pickup charge and re-delivery fee must be borne by the customer.

  • Handover Timeline: Once an exchange is approved by our support team, the pre-steps for product handover must be completed within 3 days of mutual agreement.

3. Non-Returnable & Non-Refundable Items

For hygiene, health, and consumer safety reasons, the following items are strictly non-returnable and non-exchangeable:

  • Products with broken manufacturer seals, opened shrink-wraps, or unsealed caps.

  • Used, swatched, or tested items.

  • Liquid, semi-liquid, or cream products once opened.

  • Clearance, final sale, flash deal, or products sold with pre-declared conditions.

  • Issues arising from a change of mind, subjective dislike of fragrance, texture, color shade, or personal skin reactions/suitability.

  • Lingerie & Intimates: Undergarment bottoms/panties are 100% non-exchangeable and non-returnable under any circumstances, whether tried on or not. (For lingerie sizing concerns, please consult our female beauty advisors before ordering).

4. Inspection & False Claims

All returned items undergo quality inspection at our central hub upon arrival.

  • If a returned product is inspected and found to be completely defect-free, authentic, and in sound condition, the same product will be dispatched back to you.

  • In such circumstances, the customer will be required to bear both the return transit cost and the re-dispatch shipping charge.

5. Return Pickup Process & Timelines

  • Doorstep Pickup: Our Customer Support Team will arrange a reverse pickup through our authorized third-party courier network across all locations (both inside and outside Dhaka).

  • Return Pickup Time: Reverse pickups generally take up to 7 working days depending on your location.

  • Exchange & Dispatch Time: After the returned parcel arrives at our hub and passes inspection, your replacement will be dispatched within 7 working days.

  • Pickup Costs: For genuine defects, damage, or shipping errors verified by our team, you will not have to bear any return shipping costs.