Return & Refund Policy – Elisa’s Shop

Effective Date: September 23, 2026

Last Updated: September 23, 2026

At Elisa’s Shop, we aim to ensure a hassle-free and satisfying shopping experience for all our customers in Bangladesh. We take great care in inspecting and packing your kitchen, beauty, and fashion items before dispatch. However, if you receive a product that is damaged, defective, or incorrect, we are here to assist you.

Our Return & Refund Policy complies with the Digital Commerce Operational Guidelines 2021 and the Consumer Rights Protection Act, 2009 of Bangladesh.

1. Eligibility Criteria for Returns & Replacements

You may request a return or replacement if your request meets the following conditions:

1. Window for Claim: You must inform our customer support team within 3 calendar days from the date of delivery.

2. Valid Reasons:

   • Damaged or Defective: Product arrived damaged, broken, or non-functional.

   • Incorrect Item Delivered: You received a different item, size, color, or model from what you ordered.

   • Incomplete Parcel: Missing items or components from the order package.

   • Expired Product: Product received is past its expiration date (applicable for beauty/skincare items).

2. Category-Specific Return Requirements

To maintain safety, hygiene, and product integrity, category-specific guidelines apply:

• Beauty & Skincare Products:

  • Must be strictly unopened, unused, and with original seal intact.

  • Due to hygiene safety regulations, opened, unsealed, or used skincare/cosmetic items cannot be returned or refunded unless delivered defective or expired.

• Fashion & Apparel:

  • Clothing items must be unworn, unwashed, and free of stains, perfume, or odors.

  • Original tags, labels, and packaging must remain fully attached.

  • Intimate wear or innerwear items are non-returnable for hygiene reasons.

• Kitchenware & Home Goods:

  • Products must be unused, in their original brand box, with all accessories, parts, and user manuals included.

3. Proof of Claim & Unboxing Video Requirement

To ensure swift verification and prevent delivery disputes with third-party logistics providers:

• Unboxing Video: Customers are strongly requested to record a clear, continuous unboxing video starting from opening the outer courier poly/box showing the shipping label to inspecting the item.

• Photos: High-resolution photos showing the issue (damage, wrong item, missing component) along with the original order invoice.

4. Non-Returnable / Non-Refundable Items

The following items/cases are not eligible for return or refund:

1. Requests made after 3 calendar days of delivery.

2. Items returned without original tags, box, manuals, or accessories.

3. Used, washed, altered, or damaged products caused by customer misuse or neglect.

4. Beauty items with broken seals or signs of usage.

5. Items bought on clearance or flash sales (unless delivered damaged).

6. Change of mind after receiving the exact product ordered.

5. Return Shipping & Logistics

1. Return Dispatch:

   • If the error is ours (damaged, defective, wrong item sent), Elisa’s Shop will cover the return courier costs or arrange a pickup via our courier partners (Pathao, RedX, Steadfast, etc.).

   • If a return is accepted under special circumstances where the customer wishes to exchange an item for personal preference (e.g., size change), the customer must pay the applicable courier charges for both ways.

2. Inspection: Returned items will be inspected upon arrival at our Dhaka processing center before an exchange or refund is approved.

6. Refund Process & Timelines

Once your returned item is received and passes quality inspection:

1. Approval Notification: We will notify you via phone, SMS, or email regarding the status of your refund.

2. Refund Timelines:

   • Mobile Financial Services (bKash, Nagad, Rocket): Approved refunds will be credited within 5 to 7 working days.

   • Bank Transfer / Card Payments (SSLCommerz): Approved refunds will be credited within 7 to 10 working days depending on bank processing schedules.

   • Cash on Delivery (COD) Orders: Refunds for COD orders will be sent to the customer’s specified bKash or Nagad account.

3. Deductions: Shipping fees are non-refundable unless the return is due to an error on our part (damaged/wrong item).

7. How to Initiate a Return

To request a return or replacement, please reach out to us with your Order ID and Unboxing Video/Photos:

• Customer Support Hotline: +880 1869-829902

• Email Support: support@elisasshop.com

• Facebook / Instagram Messenger: Message us on our official page

• Operating Hours: Saturday – Thursday (10:00 AM – 8:00 PM BDT)