Report delivery issues within 24 hours
Report visible delivery damage, tears, cuts, missing items or an incorrect product within 24 hours of confirmed receipt. Register the issue through your order page or email [email protected] with your order number and a clear description. If the website is unavailable, the time of your support email can be used to establish when you first reported the issue.
This is a reporting window for visible delivery issues, not a requirement to complete return shipping within 24 hours. A genuine hidden defect or a claim protected by applicable law may require a separate review.
Unboxing evidence
- Record the first opening in a single clear, continuous video. Show the unopened parcel’s condition, courier label/order reference, seals, the opening, all items and the problem in sufficient detail.
- You may record at home when the rider cannot wait or the courier does not allow open-box inspection. Do not use the item before documenting a delivery issue.
- Keep original recordings, photographs, packaging and product tags. Provide evidence privately through the support channel requested for your case; do not post address labels or personal details publicly.
- An incomplete or unavailable video may require additional evidence. It does not automatically establish that a claim is false or remove rights provided by law.
Product return eligibility
The product page states whether ordinary returns are available. Hygiene-sensitive, made-to-order or other clearly identified products may be marked Non-returnable for ordinary or change-of-mind returns.
A Non-returnable label does not exclude a claim for an incorrect, misdescribed, damaged-on-arrival or genuinely defective product where a remedy is required. Eligibility is reviewed using the conditions shown when the order was placed.
Product condition and inspection
Damage caused by use, washing, alteration, misuse or inadequate care after delivery is not eligible as a delivery-damage claim. Opening the package for reasonable inspection is not, by itself, evidence of use.
We may compare the returned item with the dispatch record, tags, identifying marks, parcel seal and the evidence supplied. Keep the item in its received condition and follow the return packing instructions. We provide a reason if a request is declined; you may submit further relevant evidence for reconsideration.
Return arrangements and refunds
Once a request is reviewed, support will explain the return method and any applicable cost before you send the item. Where our supply error or delivery damage is confirmed, we arrange or cover the applicable return transport.
An approved remedy may be a replacement, exchange or refund, depending on the issue, availability and applicable law. Refunds are processed within the applicable time requirements, normally through the original payment channel. For Cash on Delivery, support will agree a suitable verified payment method. We never require a banking PIN or OTP to issue a refund.
Your rights
These conditions do not limit rights or remedies available under applicable Bangladesh law. Contact [email protected] with your order number if you need help or wish to ask for a review.