Return & Exchange Policy
At ACZORA, your trust is our highest priority. We want you to love every cosmetic formulation and handcrafted jewelry piece. In the rare event you need a return or exchange, our straightforward 7-day policy protects you at every step.
7 Calendar Days
Initiate your return or exchange request within 7 calendar days of courier delivery.
100% Free Return
Zero shipping fee if your product arrived damaged, defective, or with an incorrect shade.
Easy Exchanges
Exchange unopened items with intact seals for an alternative shade or different item.
3–5 Day Refunds
Refunds processed rapidly via bKash, Nagad, or original payment card after inspection.
Quick Policy Summary
| Return & Exchange Window | 7 calendar days from courier delivery timestamp |
| Accepted Product Condition | New only (Unopened, factory seals & original packaging intact) |
| Return Methods | By mail / courier doorstep reverse pickup, and courier hub drop-off |
| Return Label & Courier Fee | 100% Free for defective, damaged, or incorrect items. Standard courier fee (৳70 inside Dhaka / ৳130 outside Dhaka) for customer change-of-mind exchanges. |
| Restocking Fees | No cost (৳0 restocking fee) |
| Refund Processing Time | Processed within 3 to 7 business days following warehouse inspection |
1. 7-Calendar Day Return & Exchange Window
Customers in Bangladesh may initiate a return or exchange request within 7 calendar days from the date and timestamp the package was marked as delivered by our courier partners (Steadfast, Pathao Courier, or RedX).
To be eligible for a standard return or exchange, items must satisfy our cosmetic hygiene standards:
- Untampered Factory Seals: The item must be in its original, unopened condition with all manufacturer seals, cellophane shrink-wrap, and security stickers completely intact.
- Original Packaging & Accessories: The product box, instructional manuals, warranty cards, protective pouches, and any complimentary promotional gifts must be returned in pristine condition.
- Proof of Purchase: An official ACZORA order number, digital invoice, or the phone number used during checkout is required.
2. Non-Returnable Items & Cosmetic Hygiene Policy
To guarantee absolute product hygiene, sterility, and customer safety under Bangladesh Consumer Rights Protection regulations, the following items are strictly non-returnable once opened:
Lipsticks, lip tints, foundations, concealers, serums, creams, and mascaras with broken seals, opened boxes, or evidence of swatching cannot be returned.
For hygienic safety, earrings and body piercing items with detached security tags or opened protective pouches cannot be returned or exchanged.
Personalized jewelry, custom gift boxes, and engraved luxury keepsakes are customized specifically for you and cannot be returned unless defective.
Items marked explicitly as Final Sale or Flash Clearance are non-refundable, except in the case of verified manufacturing defects.
3. Defective, Damaged, or Incorrect Items (100% Free Return)
In the unlikely event that your order arrives damaged during courier transit, has a manufacturing defect, or an incorrect shade/product was packed by our team:
- Notification Window: Please contact our support team within 48 hours of package receipt via WhatsApp or phone.
- Photo / Video Verification: Share a quick video or clear photo of the damaged package, product condition, and batch code on the box.
- Zero Cost to You: ACZORA arranges a complimentary reverse pickup from your doorstep and delivers an immediate brand-new replacement at zero additional shipping fee. If a replacement is out of stock, a full 100% refund is issued.
4. Product Exchanges (Change of Mind / Alternative Shades)
Yes, we happily accept product exchanges! If you selected the wrong shade or wish to swap for another product of equal or greater value:
- Condition: The item to be exchanged must be 100% unopened with intact outer seals and packaging.
- Price Difference: If exchanging for a higher-priced item, you pay the remaining balance. If lower, we issue an instant ACZORA store credit voucher for the difference.
- Shipping Fees for Exchanges: For change-of-mind exchanges, the customer pays the standard courier return fee (৳70 inside Dhaka / ৳130 outside Dhaka).
5. How to Initiate a Return or Exchange
Contact Support
Message us on WhatsApp (+880 9638-000000) or email support@aczora.shop with your Order ID.
Quick Approval
Our quality assurance desk reviews your request within 2 to 4 business hours.
Courier Pickup
Our courier rider collects the securely wrapped parcel directly from your address.
Refund / Exchange
Upon warehouse inspection, your exchange parcel is dispatched or refund released within 3–5 days.
6. Refund Methods & Processing Timelines
Once the returned parcel arrives at our Dhaka fulfillment center and passes the tamper inspection, refunds are issued without delay:
| Payment Method | Refund Channel | Estimated Payout Time |
|---|---|---|
| bKash Online / App | Original bKash Wallet | 24 – 72 Hours |
| Cash on Delivery (COD) | bKash / Nagad Personal Wallet | 3 – 5 Business Days |
| Visa / Mastercard / Amex | Original Issuing Bank Card | 5 – 10 Banking Days |
7. Need Assistance with a Return?
Our dedicated customer care team is available 7 days a week to guide you through any return or exchange questions.
Free Delivery Over ৳1,500
At ACZORA you always receive complimentary shipping on orders over ৳1,500. We dispatch securely with Steadfast Logistics.
Delivery Within 24–48 Hours
Your order is packaged within 24 hours. Express home delivery within 24–48 hours in Dhaka, and 48–72 hours across all 64 districts.
Dedicated Customer Support
Our support team is available every day to assist you via phone, WhatsApp, and live chat.