Refund policy

Effective Date: September 2026

At Hemas Shop BD, we want to make your shopping experience simple and hassle-free. Customers can return products at the time of delivery by paying the applicable delivery fee. For damaged, defective or incorrect products, customers must follow the inspection and video evidence requirements outlined below.

1. Return, Refund & Exchange Request Period

All return, refund or exchange requests must be made within 3 days of receiving the order.

Any request made after 3 days from the date of delivery will not be considered a valid return, refund or exchange request.

Customers are advised to contact Hemas Shop BD as soon as possible if they experience any issue with their order.

2. Return Policy

Customers may return a product at the time of delivery if they decide not to keep it.

  • The customer can return the product directly to the delivery person when the order reaches the delivery destination.

  • To return the product, the customer only needs to pay the applicable delivery fee to the delivery person.

  • The product should be returned in its original condition and packaging.

  • A return due to a change of mind is handled under this return process.

If the customer accepts the product and completes the delivery, any return request must be submitted within 3 days of receiving the order to be considered.

3. Damaged or Defective Product

Customers are advised to check the product while receiving it and, whenever possible, in front of the delivery person.

If the product is damaged, broken, leaking, defective or otherwise not in acceptable condition:

  • The customer should immediately identify the issue while receiving the product.

  • The customer must provide a continuous video recording while receiving and opening the product.

  • The video should clearly show the package, the opening of the package and the condition of the product.

  • Photographs will not be accepted as evidence for damaged or defective product claims.

  • The damaged or defective product should be retained and returned as instructed by Hemas Shop BD.

A continuous video is mandatory for processing a damaged or defective product claim.

4. Delivery When the Customer Is Not Present

If the delivery person delivers the package when the customer is not available to receive and inspect it personally, the customer must record a continuous video while opening the package.

The video should:

  • Clearly show the package before it is opened.

  • Show the package being opened continuously without interruption.

  • Clearly show the product and its condition after opening.

  • Capture any damage, defect or other issue with the product.

Only continuous video evidence will be accepted for damaged or defective product claims. Photographs alone will not be accepted.

If sufficient video evidence is not provided, Hemas Shop BD may not be able to verify the condition of the product at the time of delivery and the claim may not be approved.

5. Exchange Policy

Hemas Shop BD will exchange a product when the product is confirmed to be:

  • Damaged during delivery

  • Defective

  • Incorrectly delivered

  • Significantly different from the product ordered

The exchange request must be made within 3 days of receiving the order.

For damaged or defective products, the customer must provide the required continuous video evidence.

The replacement product will be provided subject to stock availability.

If the same product or variant is available, it will be exchanged for the customer.

6. Refund Policy

If a product is confirmed to be damaged, defective or incorrectly delivered and an exchange is required but the same product is not available in stock, the customer will receive a refund.

The refund may be processed through:

  • bKash or another applicable mobile financial service

  • Bank payment

The customer may be required to provide accurate mobile financial service or bank account details to process the refund.

Refund processing may take 7–10 working days after the return has been received and the claim has been verified.

7. Conditions for Damaged or Defective Product Claims

For a damaged or defective product claim to be eligible for an exchange or refund:

  • The request must be submitted within 3 days of receiving the order.

  • The customer should check the product while receiving it whenever possible.

  • The customer must provide a continuous video showing the receiving/opening process and the condition of the product.

  • Photographs will not be accepted as evidence for damaged or defective product claims.

  • The customer should retain the original product and packaging until the claim has been resolved.

  • Hemas Shop BD reserves the right to review the video evidence before approving an exchange or refund.

8. Products That Cannot Be Exchanged or Refunded

Products that have been damaged after delivery due to misuse, improper handling or improper storage will not be eligible for exchange or refund.

For personal-care, grooming, skincare and hygiene products, opened or used products may not be eligible for return or exchange unless the product is confirmed to have been defective or damaged at the time of delivery.

9. Return Delivery Charges

For a customer-requested return at the time of delivery, the customer is responsible for paying the applicable delivery fee to the delivery person.

For a confirmed damaged, defective or incorrect product, Hemas Shop BD will bear the applicable delivery cost associated with the return or exchange.

10. Order Cancellation

Customers may request cancellation before the order is dispatched.

Once an order has been dispatched, cancellation may no longer be possible. However, the customer may return the product at the time of delivery by paying the applicable delivery fee, subject to this policy.

11. Contact Us

For return, refund or exchange-related support, please contact:

Hemas Shop BD


Phone: +880 1351-340764

Customer Support Hours:

10:30 AM – 6:30 PM, Saturday to Thursday

Please include your order number whenever contacting us regarding a return, refund or exchange.

Important Note

All return, refund and exchange requests must be submitted within 3 days of receiving the order. Requests submitted after this period will not be considered.

For damaged or defective products, continuous video evidence is mandatory. Photographs alone will not be accepted. Hemas Shop BD reserves the right to review the video evidence and inspect the product before approving any exchange or refund.

Hemas Shop BD reserves the right to update this Return, Refund & Exchange Policy from time to time. The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.