Last updated: May 26, 2026 | English

We want you to shop with confidence. This Refund Policy explains how returns, refunds, replacements, exchanges, and order cancellations work for purchases made through our online store—including customers in Bangladesh and international buyers where we offer delivery.

1. Our commitment to you

Customer satisfaction matters to us. If something goes wrong with your order, we will work with you through a clear, fair process. This policy is designed to meet reasonable ecommerce standards while reflecting practical logistics in Bangladesh and cross-border shipping where applicable.

This Refund Policy works alongside our Terms & Conditions. Where mandatory consumer protection laws in your country provide non-waivable rights, those rights apply to the minimum extent required.

2. Eligible returns & refunds

You may be eligible for a return, refund, or replacement if:

• The item arrived damaged or defective
• You received the wrong item or a missing product from your order
• The product is significantly different from what was described on our website

2.1 Return window

Please contact us within 3–7 calendar days of delivery (the date shown by the courier or our order tracking). Requests received after this window may still be reviewed at our discretion, but approval is not guaranteed—especially for perishable, personalized, or hygiene-sensitive items.

2.2 What we may ask for

To review your request fairly, we may request:

• Your order number and registered phone or email
• Clear photos or short video of the product and packaging
• Original packaging and accessories, where reasonably possible
• Courier receipt or delivery confirmation, if relevant

3. Items that cannot be returned

For health, safety, and operational reasons, the following are generally not eligible for return or refund unless required by law or the item is defective:

• Items used, washed, or damaged after delivery through customer handling
• Personal care, hygiene, or intimate products (opened or unsealed)
• Perishable goods (food, flowers, etc.) unless spoiled or not as described
• Digital or downloadable products once access is delivered
• Custom-made, engraved, or made-to-order products
• Clearance, final-sale, or items marked non-returnable on the product page

If you are unsure whether your item qualifies, contact support before sending anything back—we will confirm eligibility and return instructions.

4. How refunds work

4.1 Review & verification

Once you submit a request, our team reviews the details and may ask for additional information. For quality or damage claims, we may inspect the product (including via photos) or arrange a return pickup where available.

4.2 Approval or decline

If approved, we will confirm the resolution—refund, replacement, or store credit. If we cannot approve a request, we will explain why and suggest alternatives where possible (for example, partial credit or exchange if stock allows).

4.3 Refund timing

Approved refunds are typically initiated within 5–10 business days after approval. Your bank, mobile financial service (MFS), or card issuer may need additional time to post the credit to your account.

4.4 Refund method

Refunds are issued using one of the following, depending on how you paid and what is feasible:

• Original payment method (card, MFS, wallet, etc.) where supported
• Store credit to your account, if you prefer or if the original method cannot be reversed

4.5 Cash on delivery (COD) orders

For COD orders, refunds are normally sent via mobile banking (bKash, Nagad, or similar), bank transfer, or store credit after we verify your request. We may confirm your payout details for security. COD refunds cannot be handed back in cash at the door unless explicitly arranged by our team.

5. Order cancellations

• Before shipment: You may request cancellation while your order is still being prepared. If accepted, any prepaid amount will be refunded according to section 4.
• After shipment: Cancellation may no longer be possible; a return may be required once the parcel is delivered, subject to eligibility in section 2.
• Prepaid orders: Refunds for cancelled prepaid orders are subject to payment verification and may exclude non-refundable gateway fees where permitted by law.

6. Delivery & courier issues

Delivery timelines are estimates. Delays can occur due to weather, holidays, courier capacity, or remote locations—especially outside major cities in Bangladesh.

• Courier delays: If tracking shows your parcel is delayed, contact us and we will coordinate with the carrier.
• Failed delivery attempts: Couriers may attempt delivery multiple times. If you are unreachable, the parcel may return to us; additional shipping fees may apply for re-delivery.
• Incorrect address: Orders shipped to an address you provided incorrectly may not qualify for a full refund if delivery was completed per courier records.
• Remote areas: Extra transit time is normal; this alone is not grounds for a refund unless the order is lost or significantly late beyond our stated estimate.

7. Exchanges & replacements

If you need a different size, color, or variant, we will help when stock is available. Exchanges follow the same eligibility window as returns (section 2). You may be asked to return the original item before a replacement is shipped, or we may ship a replacement after verification—depending on product type and location.

If the requested variant is out of stock, we can offer a refund, store credit, or an alternative product of similar value with your consent.

8. Contact support

The fastest way to resolve an issue is to reach our support team with your order number and a short description of the problem. We are here to help—not to make the process difficult.

9. Policy updates

We may update this Refund Policy from time to time to reflect changes in our operations, payment partners, or legal requirements. The “Last updated” date at the top of this page shows the current version. Continued use of our store after updates constitutes acceptance of the revised policy, except where applicable law requires otherwise.