Return & Refund Policy

At Tometics, we take pride in delivering 100% authentic global skincare, fragrances, toiletries, and cosmetics. Because of the strict hygienic nature of these personal care items, our return and replacement policies are designed to protect both our customers' health and our business from fraudulent claims.

The Mandatory "Unboxing Video" Rule To be eligible for any return, refund, or replacement for online orders, you must record a clear, continuous, and uncut unboxing video while opening the courier package. The video must clearly show the shipping label, the sealed box, and the physical condition of the items inside. Claims for missing, damaged, or wrong items will be strictly rejected without a valid unboxing video.

Eligibility for Returns & Replacements You may request a replacement or return within 3 days of receiving your product only under the following conditions:

  • Wrong Product Delivered: You received a different item than what you ordered.

  • Damaged in Transit: The product is physically broken or leaking upon arrival (must be proven via unboxing video).

  • Expired Product: The product received has passed its expiration date.

Strictly Non-Returnable Conditions To maintain hygiene and safety standards, the following items are strictly non-returnable and non-refundable under any circumstances:

  • Products where the original seal, cellophane, or packaging has been broken, cut, or tampered with.

  • Skincare (e.g., CeraVe creams, sunscreens, serums), cosmetics, and luxury toiletries that have been opened, swatched, or used.

  • Perfumes and fragrances where the plastic seal has been removed.

  • Products returned without the original Tometics invoice or receipt.

  • Products purchased due to a "change of mind" or simply because the customer did not like the scent, texture, or color.

How to Request a Return

  1. Contact our support team within 3 days via [Phone Number] or [Email Address].

  2. Provide your Order ID, Invoice, and the Unboxing Video.

  3. Upon approval, you may drop the item off at our physical outlet at Jamuna Future Park, Dhaka, or send it back via courier.

  4. Refunds for approved returns will be processed to the original payment method (e.g., bKash, SSLCommerz, Bank Card) within 7-10 working days.