Eligibility for Refund:

Refunds will be credited to the original payment method within 7 (seven) to 10 (ten) business days after Sundora approves the refund and receives the returned Product (if applicable). Processing times may vary depending on the payment provider.

*The recipient must check the product in front of the delivery person after receiving the product.

Refund policy:

• Refunds will be credited to the original payment method within 7 (seven) to 10 (ten) business days after Sundora approves the refund and receives the returned Product (if applicable).
  
• Processing times may vary depending on the payment provider.
  
• Sundora will deduct any applicable deductions (e.g., discounts used that are non-refundable) as described at the time of refund authorization.
  
• For returned items, the refund will be processed once the item is delivered back to the vendor and found damaged after proper assessment.
• To learn how to return an item, please read our Return Policy.
• Original shipping charges are non-refundable.
• Change of Mind is not applicable for refund.
• Sundora follows the “Closed-box Delivery Policy”, which means the payment must be done beforehand to receive the parcel from the delivery person. After receiving the payment, the delivery person will wait for you to check the product. You must check the product in presence of the delivery person to raise any complaints. Please read our “Delivery Policy” to learn more.
  

Call Sundora Customer Experience Team: +8801966444455 (From Sunday to Thursday, from 9:00 AM to 4:00 PM)

Or email us at: support@sundora.com.bd

Eligibility for Return & Exchange:

• Product is physically damaged during transit (cracked, broken, leaking, or otherwise unusable).
• The product delivered is materially different from the product ordered (wrong SKU, wrong size, wrong variant).
• Quantity shortfall (fewer items than shown on the invoice/delivery slip).

*The recipient must check the product in front of the delivery person.

Mandatory unboxing video for returns:
To be eligible for any return and exchange, You must record a clear, continuous, and unedited unboxing video, starting from the intact Sundora package seal and showing the complete opening and inspection process of the parcel and the Products.

All return and exchange requests are strictly subject to compliance with the Closed Box Policy and mandatory unboxing video requirements.

Upon finding that the product is eligible for return, please contact Sundora Customer Experience.

Call Sundora Customer Experience Team: +8801966444455 (Sunday to Friday, 9:00 AM to 4:00 PM)

Or email Us: support@sundora.com.bd

Returns will not be accepted under the following conditions:

• Products damaged after delivery due to misuse, neglect, or improper storage.
• Products that have been opened, used, altered, or without original packaging, tags or accessories (unless specifically accepted by Sundora).
• Hygiene-sensitive items (e.g., masks, cosmetics, skincare) once seals or hygiene packaging have been broken, or the product has been tried on, except where the product is delivered damaged or defective and documented at delivery.
• Any products or items purchased during promotional campaigns, discounted offers, special sales events, or clearance sales shall not qualify for return, exchange, or refund... unless otherwise expressly stated by the seller in writing.
• Change of mind.

• If eligible, contact Sundora immediately with Order ID, unboxing videos, photos, and invoice.
• Sundora will assess the case and, if eligible, will issue a return/exchange authorization and arrange pickup of the Products by delivery person. 
• Keep the Products in original condition and packaging (sealed poly wrap, tags, labels, and invoice). Wrap fragile items with bubble wrap and place them in the original box.
• Sundora will inspect returned items upon receipt. If the returned Product meets the eligibility criteria, Sundora will proceed to refund or dispatch the exchange item.
• If the return is due to Sundora's error (wrong item or transit damage), Sundora will cover standard return shipping. If the return is customer-initiated but eligible, the customer may be liable for return shipping costs as communicated by Sundora.
• Sundora will dispatch replacements only after the returned Product passes inspection.
  

You may cancel an order before it is shipped by contacting support@sundora.com.bd or by calling or messaging us on Phone & WhatsApp: +88 01966-444-455, Sunday to Thursday, from 9:00 AM to 4:00 PM... If the order is successfully cancelled before dispatching, Sundora will refund the amount to the original payment method within 7 (seven) to 10 (ten) business days (minus any non-refundable fees, if applicable)

Please note that certain products identify as non-returnable and are not eligible for return. For more information view the complete list of non-returnable items.

Accessories: (Mask)

Accessories, makeup, skincare, fragrances, candles, toys and home Products are non-returnable for change of mind. All eligible items must be returned in their original, and unused condition with packaging and hygiene seals. Certain niche or specialty Products may be non-returnable, as clearly indicated at the time of purchase.

Niche Products are not refundable.

During the Campaign Sale period, please note that all purchases are final.
Once an order has been placed, it cannot be returned or exchanged.
We kindly ask for your understanding, as this policy ensures smooth operations during our high-demand sale event.

Thank you for celebrating with us and for your continued trust in Sundora.

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