Return and Refund Policy

As Sarnyas, we believe your satisfaction is our top priority. We’re dedicated to providing you with a shopping experience that is not just convenient but also builds trust. We know that sometimes a product might not be the right fit, or your needs might change. To ensure your peace of mind, we’ve made our return process straightforward and hassle-free.

Most items can be returned for a refund or exchange within 7 days of delivery, provided they are in their original, unused, and unworn condition. Your returned item must be in its original packaging with all tags, manuals, and accessories included. For fashion items, you can try them on for size, but please ensure they are returned unwashed and unaltered.

To ensure a smooth return process for items that are damaged or incorrect, we recommend recording a continuous unboxing video of your package upon delivery. This simple step can help us quickly verify any issues with the product.

For information on an item’s return eligibility, please check the product detail page before you place your order. After your order is placed, you can also find all the relevant return information in your Order History.

Once we receive your returned item and confirm its eligibility, we will process your refund. Please note that it may take 7 to 10 business days for us to receive and process your return. Refunds for prepaid orders will be returned to your original payment method, while cash-on-delivery (COD) refunds will be issued as a store voucher or a bank deposit.

In some cases, specific products like intimate apparel, perishable goods, or items marked as “non-returnable” on their product pages are not eligible for return. Please review our full Refunds & Exchanges page for more detailed information and conditions.

Your trust is invaluable to us, and we are here to support you every step of the way.

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1. Reasons for Return

Generally, a return is accepted for the following reasons:

• Damaged, defective, or incomplete product: If the item received is broken, not working, or has parts missing.araz
• Wrong product, size, or color: If the delivered item is not what you ordered.
• Major quality defects: If the product has significant quality issues that make it unusable or not as described.
• “Change of mind” (Applicability Varies): This is a key point of variation. Sometimes, we may allow “change of mind” returns for certain categories like clothing and fashion. However, this is generally not applicable to intimate apparel, jewelry, electronics, or perishable goods. Many smaller shops or sellers may not accept returns for a “change of mind” at all.
• Dead on arrival: This is applicable for electronics like mobile phones that do not switch on at all upon delivery.

2. Conditions for Return

We have specific conditions for a product to be eligible for a return. These generally include:

• Condition of the product: The item must be unused, unworn, unwashed, and without any flaws or defects. For fashion items, it’s generally acceptable to try them on for size, but they must be returned in their original condition.
• Original packaging: The product must be returned in its original manufacturer’s packaging/box. If it was delivered in the shop’s packaging, it must be returned in that same packaging.
• Included items: All original tags, user manuals, warranty cards, freebies, accessories, and the original invoice slip must be included with the return.
• No direct taping: Do not apply tape or stickers directly to the manufacturer’s packaging.
• Unboxing video: Some shops, especially for electronics or expensive items, may require an unboxing video to be eligible for return or exchange in case of damage or a wrong product.

3. Timeframe for Returns

The return window varies depending on the shop. Common timeframes are:

• 1 to 14 days: We have a return window ranging from 1 to 14 days from the date of delivery.
• Specific products: Some products, such as perishable goods, may have a much shorter return window, like 24 hours.
• Store-specific policies: It is crucial to check the specific return policy of the online shop you are buying from, as it can vary.

4. Refund Process

The refund process and timeline can differ based on the payment method:

• Refund time: The refund processing time can range from 2 to 10 working days, or even longer (e.g., 30 to 60 working days in some cases), depending on the payment method and the shop’s policy.
• Payment method: Refunds can be issued to your debit/credit card, mobile wallet (bKash, Rocket, etc.), or bank account. For cash-on-delivery (COD) orders, a bank deposit or store voucher is often used for refunds.
• Shipping fees: Generally, shipping charges are not refunded, especially if the return is due to a “change of mind.” However, if the return is due to the seller’s error (e.g., wrong product, damage), the shipping fee is often included in the refund.
• Rejected returns: If your returned product does not meet the specified conditions, the shop has the right to reject the refund request and may ship the product back to you. After a few failed delivery attempts, the product may be scrapped, and no refund will be given.

5. Legal and Regulatory Framework

In Bangladesh, consumer rights in e-commerce are protected by:

• The Consumer Rights Protection Act, 2009: This act provides a general framework for consumer protection and penalizes unfair trade practices like false advertising and non-delivery of products.
• Digital Commerce Operational Guidelines, 2021: These guidelines set specific rules for e-commerce platforms, including:
  • Delivery timelines: Products must be delivered within a maximum of 10 days (5 days within the same city).
  • Refund for non-delivery: If a platform fails to deliver a product on time after receiving an advance payment, the money must be refunded within a maximum of 7 to 10 days.
  • Complaint mechanism: Platforms are required to have a clear communication channel for complaints and must address them within a specific timeframe (e.g., 72 hours).

Important Note:

While these guidelines exist, their enforcement can be a challenge. It is always advisable for consumers to read the specific return and refund policy of the online shop before making a purchase. Many of these policies can be found in the “Terms and Conditions,” “FAQ,” or a dedicated “Return Policy” section on the website or app.