Shenence Return and Exchange Policy

Last updated: 26 July 2026

At Shenence, we want to make your shopping experience simple, reliable and hassle-free. Please read the following Return and Exchange Policy carefully before placing or receiving an order.

1. Checking the Parcel at Delivery

We kindly request that you check your parcel, whenever possible, while the delivery rider is still present.

Before accepting the parcel, please check whether:

·       The parcel is damaged or opened

·       The package appears to have been tampered with

·       The number of products matches your order

·       The correct products have been delivered

If you notice any visible issue with the parcel, please inform the delivery rider and contact our customer support team immediately.

2. Unboxing Video Requirement

Customers must record a clear and uninterrupted video while opening the parcel.

The video should:

·       Clearly show the parcel before it is opened

·       Show the shipping label or order information

·       Capture the complete unboxing process

·       Clearly show all products received

·       Clearly show any damaged, missing, incorrect or defective product

If someone else receives the parcel on your behalf, you should still record an unboxing video when you personally open the parcel.

An unboxing video is required to verify complaints regarding damaged, missing, incorrect or defective products.

We may be unable to accept a complaint if a clear and complete unboxing video is not provided.

3. Damaged, Defective, Missing or Incorrect Products

If you receive a product that is:

·       Damaged

·       Defective

·       Leaking

·       Broken

·       Missing from the parcel

·       Different from the product you ordered

Please get in touch with our customer support team and share the unboxing video along with your order details.

After reviewing the video and order information, our team will take the appropriate action as quickly as possible.

Depending on the issue and product availability, we may offer:

·       A replacement of the same product

·       An exchange with another product

·       Another reasonable solution determined by our customer support team

4. Complaint Deadline

Any complaint regarding a damaged, defective, missing or incorrect product must be submitted within 24 hours of receiving the parcel.

Complaints submitted more than 24 hours after delivery will not be accepted.

Customers are therefore requested to open and check their parcel as soon as possible after receiving it.

5. Cash Refund Policy

We do not offer cash refunds after a product has been successfully delivered and received.

Customers may request an exchange in accordance with the conditions stated in this policy.

Where an order was paid online, any payment-related adjustment required due to order cancellation before dispatch, payment failure or another exceptional situation will be reviewed separately by our customer support team.

6. Product Exchange

Eligible products may be exchanged for:

·       The same product

·       Another product of the same value

·       Another product available in our store

If the selected replacement product has a higher price, the customer may be required to pay the price difference.

If the selected replacement product has a lower price, the remaining amount will not be provided as a cash refund. Our customer support team will inform the customer about any available adjustment options.

All exchange requests are subject to product availability and verification by our customer support team.

7. Conditions for Exchange

To be eligible for an exchange, the product must:

·       Be completely unused

·       Be unopened, where applicable

·       Be in its original condition

·       Have its seal, label and packaging intact

·       Be returned with the original box or packaging

·       Include any accessories, gifts or promotional items received with the order

·       Have no signs of use, damage, alteration or misuse

Haircare, beauty, and personal-care products cannot be exchanged after being opened, used, or tested unless the product was delivered damaged, defective, or incorrect and the issue was reported within 24 hours with a valid unboxing video.

8. Products Not Eligible for Exchange

An exchange request may be rejected if:

·       The product has been used or opened

·       The product seal has been broken

·       The original packaging is missing or damaged

·       The product was damaged after delivery

·       The complaint was made more than 24 hours after receiving the parcel

·       A clear unboxing video cannot be provided for a damage, shortage or incorrect-product claim

·       The customer ordered the wrong product, size or quantity and the product is no longer in its original condition

·       The product was purchased as part of a clearance sale, special offer or non-returnable promotion clearly marked at the time of purchase

·       The product's condition does not meet the exchange requirements

9. How to Request an Exchange

To request an exchange, please get in touch with our customer support team and provide:

·       Your full name

·       Order number

·       Phone number used for the order

·       Date of delivery

·       Name of the affected product

·       A clear explanation of the issue

·       Clear photographs of the product and packaging

·       The complete unboxing video, where applicable

Our team will review your request and provide the next steps.

Please do not send a product back without receiving confirmation and return instructions from our customer support team.

10. Delivery and Exchange Charges

Delivery or exchange charges will depend on the reason for the exchange.

If the product was delivered damaged, defective, missing or incorrect and the claim is approved, Shenence will determine the appropriate delivery arrangement.

If the customer requests an exchange for personal reasons, such as ordering the wrong product or changing their preference, applicable delivery and exchange charges may need to be paid by the customer.

Our customer support team will confirm any applicable charges before processing the exchange.

11. Product Inspection

All returned products will be inspected after they are received.

An exchange will only be completed if the returned product meets the conditions stated in this policy.

If the product is found to be used, opened, damaged, altered or otherwise ineligible, the exchange request may be rejected.

12. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order.

An order may only be cancelled before it has been packed, dispatched or handed over to the courier service.

Once an order has been dispatched, it may not be possible to cancel it. Delivery or return charges may apply if the customer refuses a dispatched parcel without a valid reason.

13. Refusal of Delivery

Customers are requested to place orders carefully and provide accurate contact and delivery information.

Repeated refusal of confirmed orders, unreachable phone numbers, incorrect addresses or misuse of cash-on-delivery services may result in restrictions on future orders.

14. Policy Updates

Shenence may update this Return and Exchange Policy when necessary.

Any updated policy will be published on our website and will apply from the date it is posted.

15. Contact Us

For returns, exchanges, or product-related complaints, please contact our customer support team through the contact information provided on our website.

When contacting us, please mention your order number and write "Return or Exchange Request" in your message.

This policy does not limit any rights that customers may have under applicable laws of Bangladesh.