Refund & Returns Policy | Sanaya Bangladesh

Read Sanaya’s refund and return policy for authentic Korean skincare and beauty products. Learn about exchanges, damaged products, refunds, delivery issues, and customer support.

Last Updated: June 2026

At Sanaya, customer satisfaction and trust are our highest priorities. We are committed to delivering 100% authentic Korean beauty and skincare products. If you receive a damaged, defective, expired, or incorrect product, we will gladly assist you with a replacement, exchange, or refund in accordance with the policy below.

By placing an order on SanayaBD.com, you agree to the terms outlined in this Refund & Returns Policy.

Eligibility for Return or Refund

You may request a return, replacement, or refund if:

• You received a damaged product.
• You received a defective product.
• You received the wrong item.
• You received an expired product.
• The product is missing from your order.
• The delivered product significantly differs from the item ordered.

To qualify, the issue must be reported within 3 days of receiving the order and supported with clear photos or videos of the product and packaging.

Important Unboxing Requirement

To help us resolve claims quickly and fairly, we strongly recommend recording a complete unboxing video when opening your package.

For claims involving:

• Missing items
• Wrong products
• Damaged products
• Leaked products

An unboxing video may be required for verification purposes. Similar verification requirements are commonly used by online retailers to evaluate return claims.

Non-Returnable & Non-Refundable Products

For hygiene, safety, and authenticity reasons, we cannot accept returns or refunds for:

• Opened or used products
• Swatched makeup products
• Products with broken seals
• Products damaged due to customer misuse
• Clearance, promotional, or discounted items
• Free gifts or complimentary items
• Products that do not suit your skin type
• Products disliked due to fragrance, texture, color, or personal preference
• Change-of-mind purchases after delivery

Beauty retailers commonly restrict returns on opened, used, or preference-based purchases to ensure product safety and authenticity.

Exchange Policy

We may offer an exchange if:

• The product delivered was incorrect.
• The product arrived damaged or defective.
• The product was expired upon delivery.

Exchange requests must be approved by our customer support team before the product is returned.

The product must be:

• Unused
• In its original packaging
• Accompanied by the original invoice
• Returned with all accessories, labels, and inserts (if applicable)

Change of Mind Orders

Orders cannot be returned or refunded because:

• You changed your mind.
• You ordered the wrong product.
• You no longer need the product.
• You dislike the product after opening it.

In exceptional cases, Sanaya may allow an exchange for an unopened and unused product. Return shipping and re-delivery charges will be borne by the customer, and approval will be subject to management discretion. This approach is similar to policies used by major beauty retailers.

Refund Process

Once the returned product is received and inspected:

• Approved refunds will be processed within 7–10 business days.
• Refunds for prepaid orders will be issued through the original payment method whenever possible.
• Cash on Delivery orders may be refunded via bKash, Nagad, or bank transfer.

If the inspection determines that the returned product does not meet our return conditions, the product may be sent back to the customer.

Return Shipping

If the mistake is ours:

• Wrong product delivered
• Damaged product delivered
• Defective product delivered
• Expired product delivered

Sanaya will bear all return and replacement shipping costs.

If the return is requested by the customer:

• Wrong product ordered
• Change of mind
• Other non-quality-related reasons

The customer will be responsible for all return and re-delivery charges.

How to Request a Return

Please contact our customer support team within 3 days of receiving your order.

Provide:

• Order Number
• Full Name
• Phone Number
• Clear photos or videos of the issue
• Unboxing video (if available)

Our support team will review the request and guide you through the next steps.

Contact Us

For return, replacement, or refund assistance:

Sanaya

Website: https://sanayabd.com/

Email: [email protected]

Phone: +8801568827235

Facebook: https://www.facebook.com/sanayabd/

Your Trust Matters

At Sanaya, we work hard to ensure every customer receives genuine Korean beauty products in perfect condition. If something goes wrong, we are committed to making it right as quickly and fairly as possible.

Sanaya — 100% Authentic Korean Beauty Delivered Across Bangladesh.