Return, Exchange & Refund Policy

At Zoya’s Glow, every product is carefully selected with quality, safety, authenticity, and elegance in mind. We are committed to providing beauty and personal-care essentials that complement your confidence and daily routine.

To ensure a smooth and transparent shopping experience, the following Return, Exchange & Refund Policy applies to all purchases made through our official sales channels.

Exchange Policy

Customers may request an exchange within 3 days of receiving their order.

An exchange may be requested for:

• An unopened product in a different shade, type, or variant, subject to availability.

• Another product of equal or higher value. Any price difference must be paid by the customer.

• An incorrect, damaged, defective, leaking, or expired product delivered by us.

To qualify for an exchange:

• The product must remain unused, unopened, and undamaged.

• The original seal, packaging, labels, accessories, and complimentary items must remain intact.

• The product must be returned in resalable condition.

• Proof of purchase or the relevant order number must be provided.

For preference-based exchanges, the customer will be responsible for the applicable return and redelivery charges. If the exchange is necessary because Zoya’s Glow supplied an incorrect or eligible faulty product, we will arrange the appropriate solution without charging the customer an additional delivery fee.

All exchanges remain subject to product inspection and stock availability.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, leaking, expired, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.

Please provide:

• Your order number

• Clear photographs of the product

• Photographs of the packaging and shipping label

• A short description of the problem

An unboxing video may help us investigate and resolve the matter more quickly.

After verification, Zoya’s Glow may provide a replacement, exchange, store credit, or refund, depending on the circumstances and product availability.

Refund Policy

Zoya’s Glow does not provide refunds for a change of mind after a product has been successfully delivered.

A refund may be considered only when:

• A prepaid order is cancelled before dispatch.

• The ordered product is unavailable after payment.

• An incorrect, damaged, defective, leaking, or expired product is verified and a suitable replacement is unavailable.

• A refund is otherwise required under applicable Bangladesh law.

Approved refunds will normally be processed through the original payment method or another mutually agreed method. Processing may take approximately 7–10 business days, depending on the payment provider.

Original delivery charges are generally non-refundable unless the issue resulted from an error by Zoya’s Glow.

Parcel Refusal at Delivery

Customers may refuse a parcel at the time of delivery if:

• The parcel appears visibly damaged, opened, or tampered with.

• The delivery information does not match the order.

• The courier presents a different parcel than expected.

Please notify the Zoya’s Glow support team immediately if you refuse a parcel so that we can investigate the matter.

Accepting a parcel does not prevent you from reporting a concealed product issue that could not reasonably be identified before opening. Such concerns must be reported within the applicable timeframe stated above.

Non-Exchangeable Products

For hygiene, health, and quality-control reasons, the following products cannot be exchanged unless they were delivered damaged, defective, expired, or incorrect:

• Opened or used cosmetics

• Opened skincare or personal-care products

• Products with broken hygiene or security seals

• Items damaged through misuse or improper storage

• Products without their original packaging

• Free gifts, samples, or promotional items

• Clearance products marked as non-exchangeable before purchase

• Customized, personalized, or specially sourced products

How to Request an Exchange

1. Contact our Customer Support team within 3 days of receiving your order.

2. Provide your order number, contact information, and reason for the exchange.

3. Submit clear photographs and other requested information.

4. Wait for confirmation before returning the product.

5. Our team will explain the return procedure and arrange the exchange after verification.

Please do not send a product back without first receiving confirmation from our support team.

Our Commitment

At Zoya’s Glow, your satisfaction and trust matter to us. Although opened or used beauty products cannot be returned for hygiene reasons, we are committed to handling every eligible concern fairly and professionally.

From order confirmation to delivery and after-sales support, every step is managed with care—so you can shop with confidence and enjoy an effortless glow.

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