Refund policy

Last updated: 30 July 2026

Routisca accepts eligible return, refund and exchange requests reported within three calendar days after recorded delivery.

Mandatory unboxing video

A clear, complete and continuous unboxing video is mandatory for claims involving:

A wrong product.
A damaged, broken or leaking product.
A missing product.
An expired product.
A suspected non-authentic product.
A materially different product from what was ordered.

The video must:

Begin before the courier parcel is opened.
Clearly show the shipping label and sealed outer packaging.
Show the full opening process without pauses, cuts or editing.
Clearly show every product and the claimed problem.

Photographs may be requested as additional evidence, but photographs alone will not normally replace the required unboxing video.

Eligible claims

A return, replacement, exchange or refund may be approved where:

Routisca sent the wrong product.
The product arrived materially damaged, broken or leaking.
A paid product was missing from the parcel.
The product was expired at the time of delivery.
The product is confirmed to be non-authentic.
The product was materially misrepresented.
An unopened and unused product is returned because the customer changed their mind, subject to the applicable customer-paid charge.

Change-of-mind returns

An unopened and unused product may be considered for a change-of-mind return only when:

The request is submitted within three calendar days.
The seal, box, labels, invoice, free gifts and original packaging remain complete and undamaged.
The product has not been opened, tested, used, altered or tampered with.
The product is suitable for resale after inspection.

For an approved change-of-mind return, the customer must pay a logistics and handling amount equal to:

Two times the applicable standard delivery charge, plus ৳100.

This amount covers outbound delivery, return movement and handling. Any non-refundable payment-provider cost may also be deducted where applicable and lawfully incurred.

Non-returnable situations

A return will not normally be accepted where:

The product was opened, used, tested or tampered with for a change-of-mind request.
The request was submitted after three calendar days.
The mandatory unboxing video is missing or incomplete.
The original packaging, seal, invoice or included items are missing.
The customer disliked the fragrance, texture, packaging design or personal result.
The product was unsuitable for the customer’s skin but was not defective or misrepresented.
Damage was caused after delivery through misuse, poor storage or failure to follow instructions.
Minor manufacturer packaging changes are the only concern.
The item was bought from another seller.

This does not prevent a valid claim involving a wrong, damaged, leaking, expired or confirmed non-authentic product.

Claim process

Contact Routisca within three calendar days through:

WhatsApp: 01797902834
Email: contact@routisca.com

Provide the order number, customer name, telephone number, description of the issue, mandatory unboxing video and any requested photographs.

Do not send a parcel back without approval. The correct return address and instructions will be supplied after the claim is approved.

Inspection

Returned products may be inspected before a final resolution is issued.

Routisca may reject a claim if the evidence is false, edited, inconsistent, submitted late or shows that the product was used, substituted or damaged after delivery.

Available resolution

Depending on the circumstances, Routisca may offer:

Replacement of the same product.
Exchange for another available product.
Full or partial refund.
Store credit, where accepted by the customer.

For a confirmed wrong, damaged, leaking, expired or non-authentic product, the customer may choose an available replacement/exchange or a full refund.

Return cost

Routisca will pay reasonable return and replacement delivery costs where the issue was caused by Routisca, confirmed courier damage or a confirmed product defect.

For a change-of-mind return, cancellation after dispatch, refusal or customer-caused failure, applicable delivery, return and handling costs are payable by the customer.

Refund timing

Approved refunds will normally be processed within seven working days after approval and, where required, receipt and inspection of the returned product.

The receiving bank, mobile-financial-service provider or payment gateway may require additional processing time.

Refund method

A refund may be issued through:

The original online payment method.
bKash or another supported mobile-financial-service account.
Bank transfer.
Store credit, with customer agreement.

For Cash on Delivery orders, the customer must provide correct refund-account information.

Delivery-charge refunds

Original delivery charges will be refunded only where the return or cancellation resulted from Routisca’s fault, a confirmed product problem or an incorrectly supplied order.

Payment-gateway fees, courier charges and handling costs may be deducted where the issue was not caused by Routisca.