This return exchange policy explains when Lume & Layer BD accepts claims for wrong, damaged, or incomplete orders in Bangladesh.
Return exchange policy rules for hygiene-safe orders
Skincare is a hygiene product, so rules are strict for everyone’s safety. Unboxing video evidence is required when policies ask for it.
We want you to receive exactly what you ordered in good condition. Contact support quickly when something is wrong.
When you can claim
Wrong product, damaged item, missing item, or incomplete sets may qualify after review.
Change-of-mind on opened skincare usually does not qualify. Keep seals intact when a rule requires unopened product.
How to start a claim
Message Contact Us with order number, continuous unboxing video, and clear photos.
Approved outcomes may include replacement or a refund path under the refund rules.
Need help? Visit Contact Us or the catalogue. Background: Cash on delivery and cosmetics.
Please re-read this return exchange policy before confirming an unusual request, then message support if anything is still unclear.
Keep packaging photos from the product page handy when the courier arrives so you can compare seals and labels quickly.
If your building has security gates, add entry instructions in the order notes to reduce failed delivery attempts.
For multi-item orders, check each SKU against the confirmation list before the delivery person leaves.
Hot and humid weather can affect how creams feel. Store opened products as directed on the label.
Patch-test new actives on a small area first, especially acids, retinoids, and high-strength brightening serums.
When messaging support, use one thread per order number so our team can track photos and decisions clearly.
District names and landmarks matter for courier routing outside central Dhaka. Write them in English and Bangla if helpful.
We prefer honest catalogue pages over inflated claims. Live stock and prices should match what you can add to cart.
Cash payment should match the checkout payable total, including any delivery charge shown before you confirmed.
International beauty packaging may include multiple languages. Ask us if a carton looks unfamiliar compared with gallery images.
Routine building works best when you change one product at a time and give your skin several days to adjust.
Save your confirmation SMS or email until the parcel is accepted and checked.