Last Updated: October 21, 2026

At Derma.com.bd, customer satisfaction is important to us. We want you to receive the products you ordered in good condition. Please read our Return, Refund & Exchange Policy carefully before placing an order.

1. Cash on Delivery (COD) Policy

Derma.com.bd offers Cash on Delivery (COD) so customers can pay for their orders upon delivery.

• No advance payment required: Customers can pay the full order amount upon delivery, subject to order confirmation and delivery-service availability.

• Check at the delivery spot: Customers are encouraged to inspect the delivered parcel at the delivery location, where the courier's policies and facilities permit.

• Pay after checking: Please complete your payment after checking the parcel and confirming that the order is correct and in acceptable condition.

• Report problems immediately: If you notice a wrong product, visible damage, leakage, or a missing item, inform the delivery personnel and contact Derma.com.bd immediately.

Please note that opening a parcel before payment depends on the courier's open-parcel or inspection policy. If the courier does not allow inspection before payment, contact our customer support for assistance.

2. 24-Hour Objection Policy

Customers must report any issue with a delivered order within 24 hours of delivery.

The 24-hour period starts from the recorded delivery date and time.

You may raise an objection if you receive:

• A product different from the one ordered.

• A damaged, broken, or leaking product.

• A missing item from your order.

• An incorrect quantity.

• A product with a packaging or delivery issue that can be verified.

To submit an objection, contact our customer support within 24 hours and provide your order number, a description of the issue, and clear photos or an unboxing video where available.

Reports submitted after the 24-hour period may be more difficult to verify and may not qualify under this policy, except where applicable law requires otherwise.

3. Return Eligibility

A return or exchange request may be considered under the following conditions:

• You received an incorrect product.

• The product arrived damaged or defective.

• An item was missing from the parcel.

• The delivered product does not match the confirmed order.

To qualify for a return or exchange, the issue must be reported within 24 hours of delivery. Please retain the product, packaging, invoice, and any included accessories until the case is resolved.

All requests are subject to verification and applicable consumer protection laws.

4. Non-Returnable Products

For hygiene, safety, and product-integrity reasons, the following items are generally not eligible for return due to a change of mind:

• Opened or used skincare and cosmetic products.

• Products with broken seals or tampered packaging.

• Products damaged through improper handling after delivery.

• Products returned without their original packaging, where packaging is necessary to verify the claim.

• Products purchased incorrectly by the customer or no longer wanted.

These exclusions do not remove your rights if a product is defective, incorrect, damaged on arrival, or otherwise covered by applicable law.

5. How to Request a Return or Exchange

Please follow these steps:

Step 1: Contact us within 24 hours

Contact Derma.com.bd customer support within 24 hours of receiving your order.

Step 2: Share your order details

Provide your order number, name used for the order, contact number, and a brief explanation of the problem.

Step 3: Submit evidence

Share clear photographs or an unboxing video showing the product, packaging, shipping label, and the issue, where available.

Step 4: Wait for verification

Our team will review the request and inform you whether the issue qualifies for a return, replacement, exchange, or refund.

Step 5: Follow the return instructions

If the request is approved, we will provide instructions for returning or exchanging the item. Please do not send a product back before receiving confirmation from our team.

6. Refund Policy

If a refund is approved, the refund method and timeline will be communicated to you by our customer support team.

For Cash on Delivery orders, customers have not paid in advance. Therefore, a refund is applicable only if payment has already been collected or another eligible amount is due to the customer.

Where a refund is required, we will confirm the amount, payment method, and expected processing time before completing the process.

Any refund will be handled in accordance with applicable law.

7. Exchange and Replacement Policy

If you receive a wrong, damaged, or defective product, Derma.com.bd may offer a replacement or exchange, subject to product availability and verification.

If the same product is unavailable, our team will discuss an appropriate alternative or refund where applicable.

Please wait for our approval and instructions before returning an item.

8. Delivery Charges for Returns

If the issue is verified as our responsibility, such as an incorrect item or damage during delivery, we will communicate the applicable return or replacement delivery arrangements.

For requests caused by a change of mind or an incorrect selection made by the customer, return or redelivery charges may apply where permitted by law and communicated in advance.

No charge will be imposed contrary to applicable consumer protection requirements.

9. Order Cancellation and Refusal

If you need to cancel an order, contact us as soon as possible before it is dispatched.

If an order has already been dispatched, cancellation may depend on the courier's delivery process.

If you notice an incorrect or visibly damaged parcel at the delivery location, inform the delivery personnel and contact our customer support immediately. Please follow the courier's procedures for documenting any refusal or delivery issue.

Repeated refusals without a valid reason may affect our ability to accept future orders, subject to applicable law.

10. Important Notes for Skincare Products

Skincare products can produce different results for different people. Individual skin reactions, personal preferences, or the absence of expected results do not automatically qualify a product for return.

Please read the ingredients, product description, directions, warnings, and suitability information before use. If you experience an unexpected reaction, discontinue use and consult a qualified healthcare professional when appropriate.

If you receive a product that is incorrect, damaged, defective, or otherwise covered by applicable consumer protection requirements, please contact us promptly.

11. Contact Us

For return, exchange, refund, or delivery-related questions, please contact Derma.com.bd through the official contact details listed on our website.

When contacting us, please include your order number so we can assist you more efficiently.

Derma.com.bd reserves the right to verify return and exchange claims. This policy will be applied consistently with applicable consumer protection laws in Bangladesh.