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Return policy

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Return Policy

Effective date: 3 November 2026

We want you to be happy with every THE CLEORA order. Because our products go on your skin and body, we cannot take back opened or used products for hygiene and safety reasons. But if something is wrong with your order, we will make it right.

1. When you can return or exchange

SituationWhat we doReport within
Wrong product deliveredFree exchange for the correct product48 hours of delivery
Product damaged, leaking or broken on arrivalFree replacement or full refund48 hours of delivery
Product expired or seal broken on arrivalFree replacement or full refund48 hours of delivery
Item missing from the parcelWe send the missing item or refund it48 hours of delivery
Skin reaction after useContact us; we review case by case7 days of delivery
Changed your mind (unopened, sealed product)Return accepted; you pay the return delivery charge3 days of delivery

2. What we cannot accept

  • products that have been opened, used, or had the seal or dropper removed, unless they arrived damaged or faulty
  • products returned without their original box, label or packaging
  • products bought on clearance or marked "non-returnable" at the time of purchase
  • damage caused after delivery, such as wrong storage or dropping the product
  • requests made after the time limits above

3. How to request a return

  1. Contact us at +880 1898-485236 (phone/WhatsApp) or support@thecleora.com within the time limit, with your order number.
  2. Send clear photos of the product, the label and the parcel. An unboxing video helps us solve damage claims faster.
  3. We reply within 72 hours and tell you whether the return is approved and how to send the product back.
  4. Pack the product securely and hand it to the courier we arrange, or send it to the address we give you.

4. Refunds

  • Once we receive and check the returned product, we process approved refunds within 10 days.
  • If you paid in advance by bKash, we refund to the same bKash number. You receive the amount you actually paid, after any discount.
  • If you paid cash on delivery, we refund by bKash or bank transfer to an account in your name.
  • If we could not deliver a paid order, or we cancelled it, we refund the full amount within 10 days.
  • Home delivery is free. For change-of-mind returns, you pay the cost of sending the product back. When the mistake was ours, we cover all return costs.

5. Cancelling an order

  • Before dispatch: cancel free of charge by calling or messaging us. If you have paid, you get a full refund within 10 days.
  • After dispatch: the order can no longer be cancelled. If you refuse the parcel at delivery without a valid reason, we may ask for advance bKash payment on your future orders.

6. Skin reactions

Everyone's skin is different, so please do a patch test before first use. If you have a reaction, stop using the product straight away and see a doctor if needed. Then contact us with photos and your order number. We review each case and may offer a replacement, a different product or a refund.

7. Complaints

If you are not satisfied with how we handle your return, contact us at +880 1898-485236 or support@thecleora.com and we will escalate it. You also have the right to complain to the Directorate of National Consumer Rights Protection under the Consumer Rights Protection Act 2009.

8. Contact

Heritage Ayurvedic & Skincare (THE CLEORA)

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