Returns, exchanges & refunds

[Placeholder] You may request a return, exchange, or refund for any product purchased from Sunshine BD within 7 calendar days of the date the product was delivered to you. The 7-day window starts the day the courier marks your order as delivered, not the day you open the package.

[Placeholder] To be eligible for a return, the product must be unused, unworn, unwashed, and in the same condition that you received it. All original tags, labels, barcodes, and packaging must be intact and attached. Products that come as a set (e.g. a 3-piece saree with blouse and orna, or a matching accessories set) must include every item from the original set.

[Placeholder] You will be asked for photos of the product and packaging during the return request. Please do not discard the original box or polybag until the return has been completed and inspected by our warehouse team.

[Placeholder] Return requests made outside the 7-day window are generally not accepted. If you have a special circumstance (for example a damaged product that only became apparent after the first use), please contact our support team anyway — we review every request individually and will try our best to help on a case-by-case basis.

[Placeholder] For reasons of hygiene, health, and public safety the following categories of product are non-returnable and non-refundable once the packaging seal has been broken, unless they arrived defective or damaged in transit: innerwear and lingerie, swimwear, socks, hosiery, personal care items, perfumes, cosmetics, skincare products, masks, and any product that is sealed for hygiene reasons.

[Placeholder] Custom or made-to-order products, including products with custom embroidery, custom sizing, or personalized engraving, cannot be returned unless they arrived damaged, defective, or materially different from what you ordered.

[Placeholder] Products that have been worn, washed, altered, dry-cleaned, or modified in any way after delivery are not eligible for return. Products with removed or defaced tags, labels, or barcodes are also not eligible.

[Placeholder] Sale and clearance items marked as "Final Sale" at the time of purchase are non-returnable and non-refundable except in cases of proven manufacturer defect or transit damage. If in doubt about whether a specific product is returnable, check the product page before ordering or contact our support team.

[Placeholder] The fastest way to start a return is through our Contact page. Select "Return / Exchange" as the topic, enter your order ID (which starts with SB and was sent to you by SMS when you ordered), and tell us briefly what the issue is. Our team will respond within one working day.

[Placeholder] You can also call our customer care hotline during business hours (Saturday through Thursday, 10:00 AM to 7:00 PM Dhaka time) and a support agent will help you file the return over the phone.

[Placeholder] When we receive your request, a support agent will first verify your order and the reason for return. If the return is approved, we will send you step-by-step instructions and arrange for a free reverse pickup from the same address your order was delivered to. You do not need to ship anything yourself.

[Placeholder] Please have the product ready in its original packaging at the pickup address. The reverse pickup rider will call you one hour before arriving, just like a regular delivery. Make sure someone is available to hand over the package.

[Placeholder] Exchanges are available for size issues, wrong items shipped, or products that arrived damaged or defective. For size exchanges, the replacement product must be the exact same item in a different size, subject to availability. If the size you want is out of stock, we will offer you a full refund or store credit instead.

[Placeholder] If you received a damaged or defective item, or the wrong item, wrong color, or wrong quantity, please report it to us within 48 hours of delivery and include clear photos of the damage and the shipping package. In these cases the exchange (or full refund) is always processed at zero cost to you.

[Placeholder] After the reverse pickup is completed and the returned product arrives back at our warehouse, our quality control team inspects it. If everything checks out, your replacement product is dispatched to you within 1 to 2 working days of inspection, and you will receive a new tracking number by SMS.

[Placeholder] Total exchange time typically ranges from 5 to 10 working days from the date you first requested the exchange, depending on your location and the availability of the replacement product. Our team will keep you updated by SMS and/or email at every step.

[Placeholder] Refunds are processed to the same payment method you used to place the order. If you paid by bKash, Nagad, Rocket, or debit/credit card, the refund goes back to that same account or card. If you paid Cash on Delivery (COD), the refund is sent by bKash or bank transfer to the account details you provide to our support team.

[Placeholder] Once our warehouse team has received and inspected the returned product (which usually takes 1 to 2 working days from the date of reverse pickup), we initiate the refund from our side immediately.

[Placeholder] After we initiate the refund, please allow 5 to 7 working days for the amount to appear in your account or card statement. This delay is due to the standard processing timelines of banks, mobile financial services, and card networks, and is outside our direct control.

[Placeholder] If you have not received your refund after 10 working days from the date we confirm it has been sent, please contact our support team with your order ID and we will trace the refund with our payment partners and share a status update with you within one working day.

[Placeholder] Original delivery charge: if you are returning or exchanging a product because of an error on our side (wrong item shipped, damaged item, defective product, wrong size sent by us), the original delivery charge you paid is fully refunded along with the product amount.

[Placeholder] If you are returning a product for a reason that is not our error (you changed your mind, the fit was not what you expected, you ordered the wrong size by mistake), the original delivery charge is non-refundable and will be deducted from your refund total. The reverse pickup itself remains free of charge — you never pay to send a product back to us.

[Placeholder] Cash on Delivery (COD) handling fees, if applicable, are also non-refundable for non-error returns. These fees are shown separately on your invoice and were disclosed at checkout.

[Placeholder] Free delivery orders — if your order qualified for free delivery because the cart total was above the threshold, and you return part of the order such that the remaining items (if any) would not have qualified for free delivery on their own, the applicable delivery charge may be deducted from the partial refund amount.

[Placeholder] You can cancel your order free of charge any time before it has been dispatched for delivery. Once you cancel, the full order amount is refunded to your original payment method. For COD orders there is nothing to refund since no payment has been made yet.

[Placeholder] To cancel an order before dispatch, open the Track Order page, enter your order ID and phone number, and tap the Cancel Order button. If your order is still in the "Pending" or "Processing" status, cancellation is instant. You can also cancel by calling or messaging our support team.

[Placeholder] If your order has already been marked as "Dispatched" (meaning it has been handed over to the courier partner), it can no longer be cancelled online. In this case you have two options: refuse delivery at your door when the rider arrives, or accept delivery and then request a return within the standard 7-day return window.

[Placeholder] If you refuse delivery of a non-COD order, the package will be sent back to our warehouse and your order will be refunded in full minus the non-refundable courier charge, within 5 to 7 working days of the package arriving back at our warehouse.