We guarantee your satisfaction with all the platforms of Focallure Bangladesh Ltd. If you receive a damaged or defective item, wrong/missing product, we will promptly send you a replacement or issue you a full refund after you have returned the damaged or defective product which will be conducted under your (customer) consent. In cases of swatches/sample of products may appear slightly different due to visual issues of media such as mobile/computer resolutions and graphical variations. On that case we can’t ensure any return/refund and do request to visit our outlets physically to purchase after checking testers/swatches. Detailed and conditional clauses are mentioned as below:
Detailed Return Policies are as below:
1. If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it to corporate office and we’ll arrange for a replacement. But Order must be checked in front of the delivery person (Inside Dhaka City Corporation).
2. If you find any defect and you think you need to return the product, inform the “Customer Service Department” as soon as possible by Facebook inbox/e-mail along with a picture. Generally we prefer to submit complain form for quick feedback.
3. After getting approval from Customer Service Department please return within 48 hours from the day the product has been received. (Outside Dhaka). Complain submission is also validated for 48 hours of product receiving from any zone .
4. For outside Dhaka customers must open the product In-front of courier office (SA/Sunderban/Others) , if products are damaged due to reckless shipping then must complain to the designated courier office. Send a copy of the complain to our Customer Service Department. We will follow up and arrange to refund you once the complaint will be resolved by the courier authority. In either way we may also send a complain letter on behalf of you upon your consent.
5. Product must be intact/sealed (wrapping poly can’t be removed), however there can be exception (if the product is damaged).6. Used or Swathed product will not be considered for exchange or refund. Same thing is applicable if the products doesn’t suit you. Effectiveness or suggestion is based on products user feedback and manufacturer companies descriptions on official websites or imprinted on product packaging.
7. If the customer chooses or places an order by themselves and want to return/change the product (except damaged products) the request will not be accepted.
8. And in case of return for exceptional circumstances (even after sending products in original format), customer must pay the transportation cost which will be decided by Customer Service Executive.
9. Original Invoice must be returned along with the product. And the invoice number may require to solve the issue.
How to send your product to Focallure Bangladesh Store? How much will it cost you?
Our Customer Service/ assigned Courier will arrange for pick-up of the product from your address, free of delivery charge (May vary in exceptional case). If you live outside Dhaka, please send your product by Sundarban Courier Service/ SA Poribahan. If your return claim is validated, we will reimburse your courier charge.
For further support: Phone: 09606102102 E-mail: [email protected]
How much time do you have to return a product?
If the products are available in central store then we will arrange to dispatch within 3 working days after the claim is approved. Our Customer Service agents are available from 12:00 pm – 7:00 pm, 7 days a week (except on national holidays and festivals).
What’s the method of Refund?
For ease of receiving payment we prefer to send you by Mobile Payment (Bkash/DBBL Rocket/Nagad). For any other method you can discuss with Customer Service Department. Usually, it may take 3 working days after having approval from Accounts department.