Return & Refund Policy
Quick Summary
Last Updated: August 2026
At SHURU, we want you to be satisfied with your purchase. If there is an issue with your order, please contact us within 3 days of receiving the product.
1. Returns & Exchanges
You may request a return or exchange if:
- You received a damaged or defective product.
- You received the wrong product.
- The product is significantly different from your order.
- You need a size exchange, subject to availability.
Products must be unused, unworn, unwashed, and in their original condition with tags and packaging, where applicable.
2. Damaged, Defective or Wrong Products
If you receive a damaged, defective, or incorrect product, please contact us within 3 days of delivery.
We may request clear photos or videos to verify the issue. Once verified, SHURU may provide a replacement, exchange, or refund, depending on the circumstances and product availability.
If the issue is caused by SHURU, including shipment of a wrong, damaged, or defective product, SHURU will bear the applicable return or replacement delivery cost.
3. Size or Preference Exchange
Size or preference exchanges may be requested within 3 days of delivery, subject to product and size availability.
If SHURU delivered the correct product and the correct size that was ordered and the customer requests an eligible exchange, the following exchange delivery charge will apply:
- Inside Dhaka: ৳120
- Outside Dhaka: ৳200
The applicable exchange delivery charge must be paid as instructed by SHURU before or during the exchange process, where required.
4. Return or Refusal at the Time of Delivery
If you decide not to accept the product at the time of delivery because of preference, fit, or change of mind, where the product delivered is otherwise correct and undamaged, the following conditions apply:
- Inside Dhaka: The customer must pay the normal ৳80 delivery charge.
- Outside Dhaka: No additional delivery charge is required at the time of refusal or return because the ৳150 delivery charge has already been paid in advance.
This applies only when the product is refused or returned at the time of delivery. If the customer accepts the product and later requests a return or exchange, the applicable return and exchange conditions in this policy will apply.
5. Change of Mind After Accepting Delivery
Returns or refunds simply because you changed your mind after accepting delivery are generally not accepted.
However, SHURU may consider an exchange on a case-by-case basis if the product remains unused, unworn, unwashed, and in its original condition with tags and packaging, where applicable.
If such an exchange is approved and the correct product was originally supplied, the standard exchange delivery charge will apply:
- Inside Dhaka: ৳120
- Outside Dhaka: ৳200
6. Non-Returnable Products
Returns or exchanges may not be accepted for products that are:
- Used, worn, washed, altered, or damaged after delivery.
- Missing original tags or packaging where applicable.
- Hygiene-sensitive products that have been opened or used.
- Customized, specially ordered, or clearly marked Final Sale/Non-Returnable.
This does not affect applicable rights relating to defective, damaged, or incorrectly supplied products.
7. Refunds
Approved refunds will be processed through the original payment method where reasonably possible or through another method agreed between SHURU and the customer.
For Cash on Delivery orders, we may request bank account or mobile financial service details to process an approved refund.
We aim to initiate approved refunds within 7–10 business days after the refund has been approved and any required returned product has been received and checked. Additional processing time may depend on the relevant bank, mobile financial service provider, or payment provider.
Original delivery charges and exchange delivery charges are generally non-refundable unless the return or exchange is required because SHURU supplied a wrong, damaged, or defective product.
8. Order Cancellation
Orders may generally be cancelled before they are dispatched.
Once an order has been handed over to the courier, cancellation may no longer be possible. If the customer does not wish to accept the parcel at delivery, the conditions stated under Return or Refusal at the Time of Delivery will apply.
9. Courier & Delivery
SHURU uses third-party courier services for deliveries, returns, and exchanges.
Please inspect your parcel and product as soon as reasonably possible after delivery and report damaged parcels, incorrect products, defects, or other delivery-related problems promptly.
Delivery and exchange timelines may vary depending on location, courier availability, public holidays, weather conditions, transportation issues, or other circumstances outside SHURU’s reasonable control.
10. How to Request a Return or Exchange
To request a return or exchange, please contact SHURU Customer Support within the applicable 3-day period and provide your order details together with the reason for the request.
Where necessary, our support team may ask for photographs, videos, packaging details, or other reasonable information before approving the request.
Please do not send a product back after accepting delivery without first contacting SHURU and receiving return or exchange instructions.
11. Consumer Rights
This policy does not limit any rights customers may have under applicable laws of Bangladesh. Where applicable law provides additional rights or remedies, those requirements will prevail.
12. Contact Us
For returns, exchanges, refunds, or order-related assistance, please contact:
SHURU Customer Support
Email: shurubd.com@gmail.com
Phone/WhatsApp: +880 1339 033475
Office Address: Road 15, Block A, Avenue 3, Section 11, Mirpur, Dhaka 1216, Bangladesh
Website: shurubd.com.bd