Terms, Conditions, Return & Refund Policy
By accessing Shehyaara’s website, social-media pages, or placing an order through any official Shehyaara sales channel, you agree to the following terms and conditions.
Products and Information
We make every reasonable effort to display accurate product descriptions, prices, shades, sizes, ingredients and photographs. However, actual colours may vary slightly because of lighting, photography and screen settings. Packaging may also differ between production batches without affecting the product itself.
Customers are responsible for reviewing the product description, shade, size, measurements and ingredients before ordering.
Orders and Payments
An order is confirmed only after Shehyaara verifies the product’s availability, price, payment and customer information. An automated message does not necessarily mean the order has been accepted.
All prices are shown in Bangladeshi Taka unless stated otherwise. Delivery charges may be added separately during checkout or order confirmation.
Payment may be made through Cash on Delivery, bKash, Nagad, bank transfer, card or any other payment method displayed by Shehyaara. We will never request your PIN, OTP or complete card information.
Shehyaara may cancel an order because of unavailable stock, incorrect pricing, incomplete customer information, suspected fraud or circumstances beyond our control. If payment has already been made, the refundable amount will be returned according to this policy and applicable law.
Pre-Orders
Pre-order products are sourced after an order is confirmed and may require an advance payment. The applicable advance amount, estimated delivery period and cancellation conditions will be disclosed before confirmation and handled in accordance with applicable Bangladesh laws and payment regulations.
Pre-order delivery dates are estimates and may change because of suppliers, customs, international shipping or other unavoidable circumstances. If a significant delay occurs, the customer will be informed and may choose to continue waiting or request cancellation where applicable.
If Shehyaara is unable to supply a confirmed pre-order, the customer will receive a full refund. Customer-requested cancellation after sourcing or processing has begun will be handled according to the conditions disclosed before payment and applicable law.
Delivery
Delivery times and charges depend on the customer’s location, product type and courier service. Customers must provide a correct name, active phone number and complete delivery address.
Additional delivery charges may apply if a parcel must be sent again because of an incorrect address, an unavailable customer or refusal to receive a confirmed order.
Delivery may be delayed by courier disruption, weather, political conditions, public holidays, government restrictions or other circumstances beyond our reasonable control.
Checking Your Order
Customers should check the product name, quantity, shade and physical condition as soon as possible after delivery.
If the parcel appears opened, damaged or tampered with, immediately inform the courier representative and Shehyaara. Keep the product, invoice, packaging and courier label until the issue has been resolved.
An unboxing video is helpful but is not the only accepted form of evidence. Clear photographs and other available evidence may also be considered.
Eligible Returns, Replacements and Refunds
A customer may request a return, replacement or refund if:
The wrong product or shade was delivered;
The product arrived broken, leaking or damaged;
An item or part of the order is missing;
The product is expired, counterfeit, previously used or improperly sealed;
The product has a verified manufacturing defect;
The delivered product is significantly different from its published description; or
Shehyaara is unable to supply or deliver the confirmed order.
Visible damage, missing items or incorrect-product claims should be reported within 48 hours of delivery. Other eligible issues should be reported within seven calendar days. These operational timeframes do not limit any rights available under applicable consumer law.
Non-Returnable Items
Returns or refunds will generally not be accepted for:
Change of mind;
Selection of the wrong shade, colour, design or size by the customer;
Opened, tested or used cosmetics and personal-care products;
Used jewellery or products with removed tags;
Opened or worn pierced earrings for hygiene reasons;
Damage caused after delivery through misuse, accident or improper storage;
Personal allergies or sensitivities where the product was genuine, properly described and not defective;
Minor colour differences caused by lighting or screen settings; or
Clearance or final-sale products, unless they are incorrect, damaged or defective.
For hygiene and safety reasons, cosmetics, skincare products and pierced jewellery cannot be returned after opening or use unless the product is defective, damaged, expired, counterfeit or incorrectly supplied.
Exchanges
Unused regular-stock products may be considered for exchange within seven calendar days if they remain in their original condition with intact packaging, seals, tags and accessories.
For an exchange requested because of the customer’s choice or ordering mistake, the customer must pay both-way delivery charges. If Shehyaara sent an incorrect, damaged or defective product, Shehyaara will bear the approved return and replacement delivery costs.
How to Submit a Claim
Contact Shehyaara through its official phone, WhatsApp, email or return-request form and provide:
Your order number;
A description of the problem;
Clear photographs of the product;
Photographs of the packaging and courier label; and
A short video where necessary to demonstrate the issue.
Do not return a product without receiving return instructions from Shehyaara. Items returned without approval may not be accepted.
After inspection, Shehyaara may offer a replacement, exchange, full refund, partial refund or store credit, depending on the circumstances. Store credit will only be issued with the customer’s agreement where a monetary refund is legally due.
Refund Processing
Approved refunds will normally be returned through the original payment method. If Shehyaara cannot supply or deliver a confirmed order, the full refundable amount will be returned without forcing the customer to purchase another product.
Refund processing will generally be completed within a maximum of 10 calendar days after approval or within the period required by applicable law. Banks and payment providers may require additional time for the amount to appear in the customer’s account.
Product Safety
Customers should review the ingredients and perform a patch test where appropriate before using cosmetic or skincare products. Do not use a product containing an ingredient to which you have a known allergy.
Stop using the product and seek appropriate medical advice if irritation or another adverse reaction occurs. Shehyaara’s product information is not a substitute for professional medical advice.
Fraudulent Orders and Abuse
Shehyaara may cancel orders or restrict Cash on Delivery facilities in cases involving false information, repeated unjustified parcel refusal, fraudulent refund claims or attempted payment fraud.
Governing Law and Changes
These terms are governed by the applicable laws of Bangladesh. Nothing in this policy limits a customer’s statutory consumer rights.
Shehyaara may update this policy when required. Changes will apply from the date the revised policy is published. Customers should first contact Shehyaara for assistance with any dispute, without affecting their right to approach the appropriate consumer-protection authority.