Quick answer
A guarantee you cannot claim is marketing. Here is exactly what to do if a skincare product turns out to be counterfeit — the claim window, what evidence you need, and what you get back.
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How to buy authentic skincare →If a product bought from TheSkinProof is independently proven counterfeit, you get twice the order value back. The claim window is 14 days from delivery, and you need photos, the batch number and your purchase details. The team responds within 5 business days.
For ordinary returns — you changed your mind, the product is unopened — the window is 7 days from delivery, and the item must be sealed and in its original packaging.
The two different things people confuse
A return is when you no longer want the product. A counterfeit claim is when the product is not what it was sold as. They have different windows, different evidence, and different outcomes.
| Ordinary return | Counterfeit claim | |
|---|---|---|
| Window | 7 days from delivery | 14 days from delivery |
| Condition | Unopened, sealed, original packaging | Opened is fine — evidence is the point |
| Evidence | Order details | Photos, batch number, purchase details |
| You get back | Full refund | 2× the order value |
How to make a counterfeit claim
1. Do not throw away the packaging. The batch code is the evidence, and it is usually printed on the box or crimp.
2. Photograph everything — the product, the batch code, the packaging, and anything that looks wrong.
3. Submit the claim within 14 days of delivery with those photos and your order details.
4. Wait for verification. The response comes within 5 business days.
Practical details worth knowing
- Courier pickup for returns happens within 2 days of approval.
- Returns inside Dhaka are collected free. Outside Dhaka, a ৳130 return shipping fee is deducted from the refund.
- Refunds go back to the original payment method — bKash, Nagad or bank card.
- Opened skincare cannot be returned for hygiene reasons unless it is defective or counterfeit. That exception is the important half of the sentence.
- There are no direct exchanges. Return the original for a refund and place a new order.
The returns page carries the full policy and is the authoritative version if anything here has changed since publication.
Why this page exists
Most sellers say "100% authentic". Very few state what happens if they are wrong. That is the difference between a claim and a guarantee: a guarantee has a written procedure, a stated window, and a defined payout.
Before buying from anyone — including us — ask what the written policy is if the product turns out to be fake, and ask before you pay rather than after. If the answer is vague, that is your answer.
Check any product you already own with the free product checker, read how to judge any skincare seller, or browse verified products.