Customer care
Return & Refund Policy
Effective date: 22 August 2026 · Last updated: 22 August 2026
Because skincare and personal-care products are hygiene-sensitive, returns are accepted only under the conditions below. This policy does not limit any mandatory rights available under applicable Bangladesh law.
Damaged, leaking, defective or incorrect item
Contact us within 48 hours of delivery with the order reference, clear photos or video of the parcel and product, and a short description. After verification, we may arrange a replacement, refund or another appropriate resolution.
Unopened change-of-mind return
A sealed, unused and resalable product may be requested for return within 7 calendar days of delivery. Approval is required before sending anything back. Return delivery cost is normally borne by the customer, and original delivery charges are not refundable unless the error was ours.
Items we cannot accept
- Opened, used, unsealed, washed, altered or customer-damaged products.
- Products returned without the original packaging, label, batch information or order reference.
- A reaction or incompatibility claim without sufficient information for our team to assess the product and usage context.
- Returns requested outside the stated time window, except where required by law.
Refund timing
Approved refunds are initiated after the returned item is received and inspected. Processing time depends on the agreed refund method and financial service provider. COD cash refunds may require a verified bank or mobile-financial-service destination.
Safe product use
Patch test new skincare where appropriate and follow the product label. Stop use and seek professional advice for a serious or persistent reaction. A product not matching an individual's preference is not automatically a defect.
Contact us
For a privacy, order, delivery or return request, contact Izabel Health Care through an official The Derma Plus channel.