Returns and refunds policy

What we take back

We take back an item only if it is wrong (different from what you ordered) or faulty (damaged or not working).

We can’t take an item back because you changed your mind, or because of a size or colour you chose, so please check them before you order.

Report it within 24 hours

Report the problem on your order page (Report a wrong or faulty item) within 24 hours of delivery. After that we can’t accept it.

The unboxing video

Record one video as you open the parcel. It must show:

• the package still sealed, before you open it;
• the receipts;
• the problem with the item.

Upload the video on your order page, or share a link to it (Google Drive, YouTube or Facebook) that anyone with the link can watch. Without this video we can’t accept the complaint.

What happens next

• We watch your video and reply within 72 hours.
• If we accept the complaint, we collect the item from you at no cost to you.
• Once we have it back, we settle it the way you chose.

If we can’t accept it, your order page tells you why.

Exchange, money back or a voucher

• Exchange: we send you the same item again at no extra cost. If it’s no longer available, you can choose money back or a voucher instead.
• Money back: we send what you paid for the item to your bKash number within 10 days of getting it back, and your order page shows the Transaction ID.
• Voucher: a code worth what you paid for the item, for one order within 12 months (anyone who types it at checkout can use it, so keep it private). It can’t be exchanged for cash.

What you paid for an item is its price, less its share of any discount on the order.

Other money we send back

• A pre-order we can’t supply: we cancel it and send back everything you paid for it within 72 hours.
• A late order: if your order will be later than the latest date we gave and you ask us to cancel it, we send back everything you paid for it within 10 days.
• A payment we couldn’t accept (for example, a different amount from the one due): we send it back within 10 days.

We send money to the bKash number you paid from, or to a bKash number you give us, and show the Transaction ID on your order page.

Confirmed orders

Apart from the cases on this page, a confirmed order can’t be cancelled and its payment can’t be refunded.

Questions? Contact us with the details at the bottom of every page.