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.
Want the authentic one? Every product on TheSkinProof is invoice-verified.
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 7 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 share the same 7-day window, but need different evidence and lead to different outcomes.
| Ordinary return | Counterfeit claim | |
|---|---|---|
| Window | 7 days from delivery | 7 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
- Do not throw away the packaging. The batch code is the evidence, and it is usually printed on the box or crimp.
- Photograph everything — the product, the batch code, the packaging, and anything that looks wrong.
- Submit the claim within 7 days of delivery with those photos and your order details.
- Wait for verification. The response comes within 5 business days.
Practical details worth knowing
- Courier pickup for returns happens within 2 days of approval.
- Change-of-mind returns (or a parcel refused at delivery): you pay both the delivery charge and the return charge. If the product is defective, wrong or counterfeit, TheSkinProof pays all delivery and return costs.
- 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.
Frequently asked questions
What happens if skincare I bought turns out to be fake in Bangladesh?
On TheSkinProof, if a product is independently proven counterfeit you receive twice the order value back. Submit a claim within 7 days of delivery with photos, the batch number and your purchase details; the team verifies and responds within 5 business days. Keep the packaging — the batch code printed on it is the main evidence.
Can I return skincare in Bangladesh if I changed my mind?
Yes, within 7 days of delivery, provided the product is unopened, sealed and in its original packaging. Opened skincare cannot be returned for hygiene reasons unless it is defective or counterfeit. For a change-of-mind return you pay both the delivery charge and the return charge; if the product is defective, wrong or counterfeit, TheSkinProof pays them.
How long does a skincare refund take in Bangladesh?
Courier pickup happens within 2 days of an approved return, and refunds are issued to the original payment method — bKash, Nagad or bank card. For counterfeit claims specifically, verification and response take up to 5 business days from submission.
Can I exchange a skincare product instead of returning it?
There are no direct exchanges. To get a different product, return the original item for a refund under the normal return conditions and place a new order.
Why can an opened product still qualify for a counterfeit claim when a normal return requires it unopened?
A normal return is about changing your mind, so the product has to stay sealed and unused. A counterfeit claim is about whether the item itself is genuine, so it can be filed with photos, the batch number and order details even after the product has been used.
What can I do upfront to avoid ever needing a counterfeit claim?
Order from a seller who can show the importer invoice and batch number for the specific product before you buy, rather than relying on claims in the listing. Checking the batch code against the box the moment the parcel arrives also catches problems early.