Refund and Returns Policy

At Frentica Cosmetics Limited, your satisfaction and trust are our top priorities. If you receive a damaged, defective, or incorrect item, we will arrange for a replacement or provide a full refund once the returned product has been received. You will not be charged any additional shipping fees for replacement of such items. Please review our detailed Refund & Return Policy below:

🛍️ Closed Box Delivery Policy

We strictly follow a “Closed Box Delivery” system to ensure:

  • ✅ Authenticity of every product
  • ✅ Protection of customer privacy
  • ✅ Prevention of product adulteration or modification

If you receive a damaged, defective, or wrong product, you may return it to us under the following conditions:

📌 Conditions for Replacement or Refund

  • If you notice any defect (damaged/defective/wrong product) after opening the package, please contact our Customer Relationship Management (CRM) Department immediately with photo or video proof.
  • Complaints must be raised within 3 days of receiving the product.
  • For electronics or beauty tools, a 15-day replacement guarantee applies for defective or non-functional items.
  • Used, swatched, liquid, semi-liquid, or clearance sale products are not eligible for exchange or refund.
  • Products cannot be returned or exchanged for reasons such as dislike of smell, texture, color, or design, or change of mind after purchase.
  • If the seal is broken or if the product does not suit you personally, it will not be eligible for return.
  • If you mistakenly order the wrong product, exchange may be possible with payment of returning and resending costs. This depends on product type, risk of exchange, and management discretion.
  • Returns must include the original invoice, Frentica delivery box, and intact product packaging (where applicable).
  • If our CRM team agrees to the exchange, all steps of the transfer process must be completed within 3 days of the agreed time.
  • For lingerie items, please consult our female consultants for size/measurements before purchase. Bottoms (panty) of the lingerie line are strictly non-returnable and non-exchangeable, whether tried or not.

🚚 How to Return Your Product

  • Within Dhaka and outside Dhaka, returns will be arranged through a third-party courier service by our CRM Department.
  • Customers will not have to bear return costs in case of eligible complaints (conditions apply).
  • Pickup may take up to 7 working days, and exchange delivery may require an additional 7 working days after the returned product reaches Frentica.

📞 Customer Support

For any queries or complaints: