Refund & Return Policy

Refund & Return Policy

Effective Date: 11 May 2026 Last Updated: 11 May 2026

At HealthSheba, your satisfaction is our priority. We want you to shop with complete confidence. If you are not fully satisfied with your purchase, we are here to help. Please read our Refund and Return Policy carefully before making a purchase.

1. Return & Exchange Window

You may request a return or exchange within 7 (seven) days of receiving your order. Requests made after this 7-day window will not be accepted.

The countdown begins from the date the product is delivered to your address.

2. Eligibility for Return or Exchange

To be eligible for a return or exchange, the product must meet all of the following conditions:

  • The product must be unused, unworn, and in its original condition.
  • All original packaging, tags, labels, accessories, free gifts, and warranty cards must be intact.
  • The product must not be damaged, dirty, or altered by the customer.
  • A valid proof of purchase (order ID, invoice, or delivery receipt) must be provided.
  • The unboxing video must be available in case of damaged or wrong product complaints (highly recommended for all customers).

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items are not eligible for return or exchange:

  • Innerwear, socks, and undergarments (once opened or used).
  • Personal care items, cosmetics, and skincare products (once seal is broken).
  • Used or worn footwear with visible wear, dirt, or damage.
  • Products purchased on clearance sale, flash sale, or under special discount offers (unless damaged on arrival).
  • Items marked as "Final Sale" or "Non-Returnable" on the product page.
  • Free gift items received with a purchase.
  • Customised or made-to-order products.

4. Reasons We Accept for Return or Exchange

You can request a return or exchange if:

  • You received a wrong product (different model, colour, or size than ordered).
  • The product arrived damaged or defective.
  • The product is missing parts or accessories.
  • The size does not fit (exchange only — for footwear and apparel).
  • The product is significantly different from the description on our website.

Please note: "Change of mind" or "ordered by mistake" are generally not accepted as valid reasons for return after delivery.

5. How to Request a Return or Exchange

Please follow these simple steps:

Step 1: Contact our customer support within 7 days of delivery via:

Step 2: Share the following details:

  • Order ID and date of purchase
  • Reason for return or exchange
  • Clear photos and/or unboxing video showing the issue
  • Your contact number and address

Step 3: Our team will review your request within 24–48 hours and confirm approval.

Step 4: Once approved, we will arrange a pickup, or you may need to send the product back to our address (depending on your location and the situation).

6. Return Shipping Costs

  • If the return is due to our mistake (wrong product, damaged item, defective product), HealthSheba will cover the return shipping cost.
  • If the return is due to size exchange or any other customer-side reason, the shipping cost (both ways) will be borne by the customer.
  • Return shipping must be made through a trackable courier service (Pathao, RedX, Sundarban, Steadfast, or similar). HealthSheba is not responsible for items lost during return shipping by untrackable means.

7. Refund Process

Once we receive the returned product and complete the inspection (within 3–5 business days), we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed as follows:

Payment Method Refund Method Processing Time
bKash / Nagad / Rocket Same mobile wallet 3–7 business days
Credit / Debit Card Original card 7–14 business days
SSLCommerz / Online Banking Original account 7–10 business days
Cash on Delivery (COD) bKash / Nagad / Bank transfer 3–7 business days

You will receive an SMS or email confirmation once the refund is processed.

8. Partial Refunds

In certain situations, only a partial refund may be granted:

  • Product returned with minor signs of use or missing accessories.
  • Product returned after the 7-day window (case-by-case basis).
  • Product packaging is damaged or missing.

9. Exchange Policy

  • Exchanges are allowed for size, colour, or model variation of the same product, subject to stock availability.
  • If the exchange item costs more than the original, the customer must pay the difference.
  • If the exchange item costs less, the difference will be refunded as per Section 7.
  • Each product is eligible for only one exchange.

10. Damaged or Wrong Product on Arrival

If you receive a damaged, defective, or wrong product:

  • Report the issue within 48 hours of delivery for fastest resolution.
  • Provide an unboxing video as proof (this is mandatory for damaged/wrong product claims).
  • We will arrange a free pickup and send a replacement or issue a full refund — your choice.

11. Order Cancellation

  • You may cancel your order before it has been shipped at no cost.
  • Once the order is shipped or out for delivery, it cannot be cancelled.
  • For prepaid orders, refunds for cancellations will be processed within 3–7 business days.
  • Refusing to accept a confirmed COD order at the time of delivery without a valid reason may affect your future orders with us.

12. Late or Missing Refunds

If you have not received your refund within the timeframe mentioned in Section 7:

  • First, check your bank account or mobile wallet again.
  • Contact your bank or mobile wallet provider — there is often some processing time.
  • If you have done all of this and still have not received your refund, please contact us at support@healthsheba.com.bd and we will resolve it promptly.

13. Important Notes

  • HealthSheba reserves the right to refuse any return or exchange request that does not meet the conditions outlined in this policy.
  • This policy applies only to purchases made directly through healthsheba.com.bd. Products purchased from third-party resellers are not covered.
  • All decisions made by HealthSheba regarding returns, exchanges, and refunds are final.
  • HealthSheba reserves the right to modify this Refund & Return Policy at any time without prior notice. Changes will be effective immediately upon posting on our website.

14. Contact Us

For any questions or concerns regarding returns, exchanges, or refunds, please contact us:

HealthSheba — Customer Support