Return Policy
Return & Exchange Policy
At Cherlinà, we carefully inspect every order before dispatching to ensure you receive the best quality products. However, if you face any issues with your purchase, we are here to help!
1. Mandatory Unboxing Video To claim any return or exchange, a clear, uncut, and unedited Unboxing Video is strictly mandatory.
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The video must start from opening the sealed courier flyer/box and clearly show the damaged or incorrect item.
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Without a valid unboxing video, no return or exchange claims will be accepted.
2. Eligibility for Exchange You are eligible for an exchange if:
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You received a defective or damaged product.
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You received the wrong product (different from what you ordered).
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The claim is reported to us within 24 hours of receiving the delivery.
3. Conditions for Return/Exchange
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Items must be unused, unworn, and in the exact same condition that you received them.
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Products must be in their original packaging with all tags, cards, and boxes intact.
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Exceptions: For hygiene and safety reasons, Cosmetics cannot be returned or exchanged once the seal is broken or opened, unless the item was damaged during transit (proven via unboxing video).
4. How to Request an Exchange
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Record the continuous unboxing video as soon as you receive the parcel.
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Send the video along with your Order ID/Phone Number to our Facebook Page Inbox or WhatsApp within 24 hours.
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Our team will review your claim and guide you through the exchange process.
5. Shipping Costs for Exchanges
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If the fault is ours (e.g., wrong or damaged item sent), Cherlinà will bear the return and exchange delivery charges.
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We do not offer exchanges or returns for a "change of mind" or if a product is ordered by mistake.
6. Refund Policy We generally operate on an exchange-only policy. However, if the requested exchange item is out of stock, we will issue a full refund to your original payment method (bKash/Nagad/Bank) within 3-5 business days. Delivery charges are non-refundable.