For Cash on Delivery (COD) and other courier deliveries, customers are strongly encouraged to check the parcel in front of the delivery person whenever the courier service permits open-box inspection.

• If you do not want to accept the product after inspection, you may refuse the parcel before taking final delivery.
• If you refuse the parcel because you changed your mind, do not like the product, or are not satisfied with its appearance/authenticity at the time of delivery, the applicable delivery/courier charge must still be paid.
• The product must remain unused, undamaged, and in its original condition. Please do not break a safety seal or use the product if you intend to refuse it.
• Once the parcel is accepted and the delivery person leaves, change-of-mind return rules become more limited, especially for cosmetics, skincare, haircare, and personal-care products for hygiene and product-integrity reasons.

After accepting delivery, a return, replacement, or exchange may be considered if there is a genuine product or fulfillment issue. Please contact RongRupa as soon as possible, preferably within 24 hours of receiving the parcel.

• The product arrived damaged, broken, leaked, or unusable.
• You received a wrong product, wrong size, wrong variant, or an item different from your confirmed order.
• The product is expired at the time of delivery, where an expiry date applies.
• The product arrived with broken/tampered packaging or a compromised safety seal that was not caused after delivery.
• There is a verifiable authenticity concern and the product is confirmed to be not genuine or materially inconsistent with the product sold by RongRupa.
• A product or required item is missing from the parcel.

Evidence for a Claim / Claim করার জন্য কী লাগতে পারে

To resolve claims quickly, RongRupa may request the order number, clear photographs of the parcel/product, and an unboxing video showing the condition in which the order was received. Please keep the product, box, labels, invoice, and accessories until the claim is resolved.

Because RongRupa sells beauty, skincare, haircare, and personal-care products, we generally cannot accept a return after delivery only because the customer changed their mind if the product has been opened, used, tested, or its seal has been broken.

• Opened or used skincare, makeup, haircare, hygiene, or personal-care products are not eligible for change-of-mind return.
• A product damaged by misuse, improper storage, accidental damage, or customer handling after delivery is not eligible for return/refund.
• Minor differences in packaging color, print position, manufacturer packaging updates, or screen/display color are not normally considered defects if the product identity and specifications are correct.
• Skin compatibility, personal preference, fragrance preference, or an individual reaction to a genuine product is not automatically treated as a product defect.

• If a customer refuses a correct product at the doorstep for personal preference, change of mind, or non-acceptance, the customer must pay the applicable delivery charge.
• If RongRupa or the fulfillment process is responsible for a wrong, damaged, defective, expired, missing, or otherwise eligible product issue, the reasonable return/replacement delivery cost will be handled by RongRupa or adjusted as part of the resolution.
• If an item is returned without an approved eligible reason, any courier/return charge may be deducted from the amount refundable, where applicable.

A refund is normally available when the order was prepaid and the claim is approved for one of the eligible reasons below, or when a replacement cannot reasonably be provided.

• Damaged or unusable product received.
• Wrong product/variant received and replacement is unavailable or the approved resolution is a refund.
• Expired product received.
• Verified counterfeit/non-authentic product issue.
• Paid order cannot be fulfilled or is cancelled by RongRupa before successful delivery.
• Any other situation where RongRupa accepts that a refund is the appropriate resolution.

For COD orders where the customer has not paid the product price and refuses the parcel at delivery, there is normally no product-price refund to process. The customer only pays the applicable delivery charge where required under this policy.

For eligible prepaid/online-payment orders, approved refunds will be initiated within 7 working days after the return/claim is verified and approved. The refund will normally be sent through the original payment method or another mutually agreed payment channel, such as an applicable mobile financial service or bank method.

• “Working days” exclude weekly holidays and applicable public holidays in Bangladesh.
• After RongRupa initiates a refund, the final crediting time may depend on the bank, card issuer, payment gateway, or mobile financial service provider.

Where appropriate, RongRupa may offer a replacement or exchange instead of a refund. If the exact product is unavailable, the customer may choose an available alternative of equivalent value, pay any price difference for a higher-priced item, receive an adjustment for a lower-priced item, or request an eligible refund.

Customers may request cancellation before the order is dispatched. Once the parcel has been handed over to the courier, cancellation may be treated as a delivery refusal, and applicable courier/delivery charges may apply. If a prepaid order is successfully cancelled before fulfillment, the payment will be refunded under the refund timeline above.

RongRupa is committed to selling authentic products. If you have an authenticity concern, please report it with clear photographs, packaging details, batch/lot information where available, and any other relevant evidence. RongRupa will review the claim before approving return, replacement, or refund. A customer may also refuse a parcel at delivery if, after permitted inspection, they are not comfortable accepting it, subject to payment of the applicable delivery charge.

1. Contact RongRupa through the support channel shown on our website/order confirmation.
2. Provide your order number, name, phone number, and the reason for the request.
3. Send clear photos and, where available, the unboxing video and product/packaging evidence.
4. Do not use, discard, alter, or send back the product until return instructions are provided.
5. After verification, RongRupa will confirm whether the resolution is return, replacement, exchange, partial adjustment, or refund.

This policy is intended to operate in line with applicable consumer-protection requirements in Bangladesh. Nothing in this policy is intended to remove any mandatory consumer right that applies under Bangladeshi law. The Consumer Rights Protection Act, 2009 provides remedies relating to defective goods and consumer-rights violations, including return/refund-related relief in appropriate cases.

• Return/refund approval is based on the facts and evidence of each order.
• Promotional gifts/free items supplied with a returned order may also need to be returned if the main order is refunded in full.
• RongRupa may update this policy when delivery processes, payment methods, products, or applicable requirements change. The policy published on the website at the time of the order will generally apply to that order, subject to mandatory law.