We offer replacements, not returns for a refund. If your order arrives damaged, defective, incomplete or different from what you ordered, we'll replace it. Refunds are limited to the few cases listed below.
Check Your Order at Delivery
Open and check your order in front of the delivery agent: model, color, variant, quantity and condition.
If anything is wrong, tell the delivery agent immediately and hand the product back to them. There is no charge for this.
We recommend recording a short unboxing video. It is the best proof if you need to raise a problem later.
If you couldn't check at delivery, you can still request a replacement within 15 days (see below). We'll ask for photos or a video, and our team will inspect the product.
When We Replace a Product
Request a replacement within 15 days of delivery if:
you received the wrong product, model, color or variant
the product arrived damaged
an item or accessory listed in the box is missing
the product was lost in shipment
the product has a major defect or doesn't work when first used
What We Can't Replace
a change of mind, or ordering the wrong model, color or variant yourself
products that have been used, dropped, exposed to water, altered, or repaired by anyone other than us
products sent back without their original packaging, accessories or invoice
products marked as final sale on the product page (unless one of the reasons above applies)
faults that appear after the 15-day period. These are handled under the manufacturer's warranty instead
How to Request a Replacement
Submit the request form on this page, or contact our support team, within 15 days of delivery. Keep your order number handy.
Our team will review your request and may ask for photos or a video of the problem. To protect customers from fraud, we may also ask for a valid photo ID to verify the order.
Inside Dhaka: we'll arrange to collect the original product and deliver the replacement through our delivery agent.
Outside Dhaka: once your request is approved, our support team will tell you where to send the product by courier. After it reaches us and passes inspection, we dispatch your replacement.
Keep the product, its original packaging, all accessories and your invoice until the replacement is complete.
Delivery and Courier Costs
When a replacement is needed because of our error, damage in transit or a defect, we cover the courier costs. After inspection, we decide whether a product has been used, altered or damaged by the customer.
When We Refund
Refunds are the exception, not the rule. We refund only if:
we are unable to deliver your order
we deliver a different product from the one you ordered without telling you first
your product arrives damaged and you report it as described above
Refund Timing
Approved refunds are processed within 7–10 days to the payment method you used. For Cash on Delivery orders, we refund by mobile wallet or bank transfer. In any of these cases you can ask for a replacement instead of a refund.
Warranty
Faults that appear after the replacement period are covered by the manufacturer's warranty. See the Warranty tab on the product page, or contact our support team.
Questions?
Reach us through our Contact page. We may update this policy at any time; the policy in effect when you place your order applies to that order.
