Return & Refund Policy

At Smoothie bd, we want you to shop for bras, panties, and intimate clothing with clear information and confidence. This Return & Refund Policy explains return eligibility, hygiene conditions, exchanges, and refunds for purchases made directly from Smoothie bd in Bangladesh.

1. Return Eligibility

You may request a return or size exchange for eligible products within 7 days of delivery.

For returns relating to size, preference, or a change of mind, the item must:

• Be unused, unworn, and unwashed.
• Have its original tags, labels, and any hygiene seals attached and intact.
• Be free from stains, perfume, deodorant marks, alterations, and customer-caused damage.
• Be returned with its original packaging where reasonably available.
• Have proof of purchase, such as an order number or receipt.

These conditions apply to voluntary returns. They do not remove your rights concerning products that were defective, damaged, incorrect, or materially different from their description when supplied.

2. Hygiene Conditions for Underwear

Because panties, briefs, thongs, and similar intimate bottoms are personal-use products, opened or used items are not eligible for change-of-mind returns or size exchanges.

Unopened items with intact hygiene seals may qualify under the return conditions above.

If an intimate item arrives damaged, defective, or incorrect, contact us even if you have opened the packaging to inspect it. Hygiene restrictions do not automatically exclude these claims.

3. Wrong, Damaged, Defective, or Missing Items

Please inspect your order after delivery and report any problem promptly.

If you receive the wrong size or colour compared with your order, an item arrives damaged, or something is missing, send us:

• Your order number and contact details.
• A short explanation of the issue.
• Clear photographs of the product, label, and packaging where relevant.

An unboxing video can help us understand a delivery issue, but it is not a mandatory condition for requesting assistance. You do not need to send photographs of yourself wearing the product.

We will assess the issue and explain the appropriate replacement, refund, or other available resolution.

4. How to Request a Return or Exchange

1. Contact us at smoothie.official.bd@gmail.com.
2. Provide your order number, the item concerned, and the reason for your request.
3. We will confirm eligibility and provide return instructions, including the correct return address.
4. Package the item securely and retain your courier receipt or tracking information.
5. After receiving and reviewing the return, we will confirm the outcome and next steps.

Please contact us before posting an item so we can give you accurate instructions.

Size and colour exchanges depend on stock availability. We will explain any price difference before you agree to an exchange.

5. Return and Exchange Delivery Charges

If we supplied an incorrect item, or an item was damaged or defective when supplied, Smoothie bd will cover reasonable, agreed return and replacement delivery costs.

For eligible size or change-of-mind returns, the customer pays the return courier charge and any replacement delivery charge. Original delivery charges are not refundable for these voluntary returns unless applicable law requires otherwise.

We will explain the charges and any refundable delivery amount before you proceed.

6. Refund Amount, Method, and Processing Time

An approved refund covers the amount actually paid for the eligible item, taking account of any discounts and applicable delivery refunds.

Refunds will normally be returned through the original payment method. If this is unavailable, or the order was paid by cash on delivery, we will agree on a suitable refund method with you.

Store credit will only be provided with your agreement.

Our processing time for approved voluntary-return refunds is 7 business days after approval. We will confirm the refund amount, method, and expected date in writing.

Any shorter deadline required by applicable law takes priority over this processing estimate. Contact us if your refund has not arrived by the date we confirm.

7. Order Cancellations and Non-Delivery

Contact us as soon as possible if you wish to cancel an order. We will confirm whether it can be stopped before dispatch.

If the parcel has already been dispatched, we will explain the available options and any applicable return conditions.

If we cannot fulfil your order, we will notify you and arrange the required refund within the applicable legal timeframe. You will not be required to accept another product or store credit instead of a refund you are entitled to receive.

8. Your Consumer Rights

Nothing in this policy excludes or limits your rights under applicable consumer protection laws in Bangladesh.

Our voluntary return window and hygiene conditions do not override any mandatory right to a remedy for an incorrect, defective, damaged, or misdescribed product.

Frequently Asked Questions

Can I exchange a bra if I choose the wrong size?

Eligible bras may be exchanged within 10 days of delivery, provided they meet our unused-condition, tag, and hygiene requirements. Exchanges depend on stock availability, and customer-selected size exchanges involve applicable delivery charges.

Can I return panties after opening the packaging?

Opened panties and intimate bottoms cannot be returned simply because you changed your mind or selected the wrong size. If the item arrived incorrect, damaged, or defective, contact us so we can assess the issue.

Can I receive a refund for a cash-on-delivery order?

Yes, where a refund is due for an order paid by cash on delivery. We will confirm a suitable refund method with you and provide the expected processing date.

How do I contact Smoothie bd about a return?

Email smoothie.official.bd@gmail.com with your order number and a brief explanation.

Customer support hours: 24/7