Policies
Refund policy
How money comes back once a return, a cancellation or a failed delivery has been agreed. The returns page covers what can be sent back in the first place.
Last updated 6 September 2026
When a refund is due
When an item arrived damaged, wrong or missing; when an accepted return reaches us in the condition the returns page describes; when we cancel or cannot fulfil an order; or when a payment was taken twice.
How it is paid
An order paid online is refunded to the card or wallet it was paid from — we cannot redirect it somewhere else, because the gateway returns it along the path it came.
A cash-on-delivery order is refunded to a bKash or Nagad number you give us, or by bank transfer where you would rather. We will confirm the destination with you before sending anything.
How long it takes
We start the refund within two working days of agreeing it. A mobile wallet usually lands the same day it is sent; a card refund depends on your bank and commonly takes five to ten working days to appear on a statement.
If it has been longer than that, contact us with the order number rather than waiting it out.
The delivery charge
Where the fault was ours — a damaged, wrong or missing item, or an order we cancelled — the delivery charge is refunded with the goods.
Where an unopened item is sent back simply because it was not wanted, the goods are refunded and the delivery charge is not.
Partial refunds
An order can be refunded item by item. Where a discount applied to the whole order, the refund is the share of what you actually paid for that item, not its list price.
Where returning one item takes the order back under the free-delivery threshold, the delivery charge that was waived may be deducted from the refund.
Cancelling before dispatch
An order cancelled before it reaches the courier is refunded in full, delivery charge included, and no return is needed.