Shipping, Exchange, Return, and Refund
A clear policy for delivery charge, exchange eligibility, return steps, refund timing, and who pays the shipping cost in different cases.
Shipping and Delivery Charge
Shipping cost may vary by delivery location, package weight, courier availability, campaign rules, and cart value.
Suggested delivery charge structure
| Delivery area | Suggested charge | Note |
|---|---|---|
| Inside Dhaka | BDT 60-80 | Use current checkout shipping rule if configured. |
| Outside Dhaka | BDT 120-150 | May vary by district, thana, package weight, or courier. |
| Heavy or bulk order | Calculated at checkout | Extra charge may apply for large packages. |
| Campaign or free delivery | As displayed | Offer rules override standard charge when valid. |
Checkout is the final source
If your project already calculates shipping from admin settings, the checkout amount should be treated as final. This JSON policy is for customer-facing explanation.
Exchange Policy
We want the exchange process to stay simple while keeping products resellable and fair for all customers.
Exchange is possible when
- You notify support within 24 hours of receiving the parcel.
- The product is unused, unwashed, unaltered, and in original condition.
- Original tags, labels, packaging, and invoice are included.
- The requested replacement size, color, or product is available in stock.
- The product category is eligible for exchange.
How to request exchange
- Contact support with order ID, phone number, issue details, and clear photos if needed.
- Wait for confirmation and pickup or return instructions.
- Pack the full parcel with invoice, tags, and original packaging.
- After inspection, the replacement will be processed based on stock availability.
Return Policy
At delivery
If a visible issue is found during delivery, contact support before accepting or returning the parcel.
After delivery
If the product is damaged, defective, wrong, or not as described, notify us within 24 hours and return within the approved window.
Inspection
Returned products are checked before exchange, refund, or rejection decisions are finalized.
Return may be refused if
- The product is used, washed, altered, damaged after delivery, or missing tags.
- The customer cannot provide invoice, order ID, or required proof.
- The product is a non-returnable category or final sale item.
- The request is submitted after the policy window.
Who Pays Return Shipping?
Shipping responsibility depends on why the product is being returned or exchanged.
| Reason | Shipping charge responsibility | Example |
|---|---|---|
| Wrong, damaged, defective, or not as described | e-mart pays | Wrong size sent, damaged product, manufacturing defect. |
| Size, fit, preference, or change of mind | Customer pays | Customer ordered wrong size or no longer wants the item. |
| Order cancelled before dispatch | No return shipping | Refund may be processed after payment verification. |
| Customer unavailable or incorrect address | Customer may pay re-delivery or failed delivery cost | Courier returns parcel due to unreachable phone or wrong address. |
Advance or delivery charge adjustment
If a refund is approved after delivery attempts, courier, payment gateway, bank, or other already-incurred charges may be adjusted when the issue is caused by customer-side reasons.
Refund Policy
Refunds may be issued when
- The ordered product cannot be delivered.
- A replacement cannot be provided after an approved return.
- A wrong, damaged, defective, or different product was delivered.
- A prepaid order is cancelled before dispatch and the cancellation is approved.
| Payment method | Typical settlement time | Note |
|---|---|---|
| Mobile wallet | 5-7 working days | Refund is usually sent to the same wallet account. |
| Card or bank | 3-15 working days | Bank and gateway processing time may vary. |
| COD | After return approval | Support will confirm the available refund method. |
| Store credit or replacement | After inspection | Available only if customer accepts this option. |