Return & Refund Policy

Sahabi eMart

Dhaka, Bangladesh

At Sahabi eMart, we want our customers to have a safe, convenient, and satisfactory shopping experience. If you receive a product that is damaged, defective, incorrect, or does not meet the applicable product description, you may be eligible for a return, replacement, or refund in accordance with this policy.

1. Return Eligibility

Customers may request a return or replacement if:

1. The product is damaged or defective upon delivery.
2. The wrong product, size, color, quantity, or variation was delivered.
3. The product received is significantly different from the product description or specifications displayed on our website.
4. The product is missing essential parts or accessories that were included in the order.
5. The product qualifies for return under the specific return conditions stated on its product page.

Return requests should normally be submitted within 7 days of receiving the product.

Products must be returned in unused and resalable condition, where applicable, together with the original packaging, tags, accessories, manuals, warranty cards, and other items supplied with the product.

2. Products That May Not Be Returned

For health, hygiene, safety, or other practical reasons, certain products may not be eligible for return unless they are defective, damaged, or incorrectly supplied.

These may include:

1. Personal hygiene and sanitary products
2. Cosmetics and skincare products that have been opened or used
3. Perishable or consumable products
4. Customized or personalized products
5. Products specifically marked as "Non-Returnable"
6. Products damaged or altered after delivery due to misuse, improper handling, or normal wear and tear

Additional product-specific exclusions may apply and will be mentioned on the relevant product page.

3. How to Request a Return

To request a return or replacement, please contact Sahabi eMart Customer Support within the applicable return period.

Please provide:

1. Order number
2. Customer name and contact number
3. Product name
4. Reason for return
5. Clear photographs or video showing the issue, where applicable

Our team may review the information and request additional evidence before approving the return.

4. Product Inspection

Returned products may be inspected by Sahabi eMart before a replacement or refund is approved.

If the returned product does not meet the applicable return conditions, the return request may be rejected and the product may be sent back to the customer.

5. Return Shipping

If the return is due to an error by Sahabi eMart, such as receiving a damaged, defective, or incorrect product, Sahabi eMart may arrange or bear the applicable return delivery cost.

If a return is requested for reasons other than a product defect, damage, or error by Sahabi eMart, the customer may be responsible for the applicable return delivery charges.

Return shipping arrangements may vary depending on the product and delivery location.

6. Refund Policy

Once a return has been approved and, where required, the returned product has been received and inspected, Sahabi eMart will process the applicable refund.

Depending on the circumstances, the customer may receive:

1. A full refund
2. A partial refund
3. A replacement product
4. Store credit

The refund amount may exclude delivery or other applicable charges where those charges are non-refundable under the circumstances of the return.

7. Refund Processing Time

After approval, refunds will generally be processed within 7-10 business days.

The actual time required for the funds to appear in the customer's account may vary depending on the payment method, bank, mobile financial service provider, or payment gateway.

For Cash on Delivery orders, Sahabi eMart may request the customer's appropriate payment details or use another mutually agreed refund method.

8. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been shipped or delivered to the courier, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure.

Sahabi eMart reserves the right to cancel an order where necessary, including in cases of product unavailability, pricing or listing errors, suspected fraudulent activity, or other operational reasons. If payment has already been made for a cancelled order, an applicable refund will be processed.

9. Damaged Products at Delivery

Customers are encouraged to check the package and product upon delivery.

If a product appears damaged, please take photographs or video evidence of the package and product and contact Sahabi eMart Customer Support as soon as possible.

Where the damage is confirmed to have occurred before or during delivery, Sahabi eMart may offer a replacement or refund in accordance with this policy.

10. Exchange Policy

Where available, eligible products may be exchanged for another size, color, variation, or replacement item, subject to product availability and applicable conditions.

If the requested replacement is unavailable, Sahabi eMart may offer a refund or another appropriate solution.

11. Refund Exceptions

A refund or replacement may not be provided where:

1. The return request is submitted after the applicable return period.
2. The product has been used, washed, damaged, modified, or mishandled by the customer.
3. Original packaging, accessories, tags, or other required components are missing.
4. The issue resulted from improper use or storage.
5. The product was purchased under a clearly stated non-returnable or final-sale condition.
6. The customer is unable to provide reasonable evidence of the claimed issue when such evidence is required.

12. Promotional and Discounted Products

Products purchased during promotional campaigns, flash sales, clearance sales, or special discount offers may have different return or refund conditions.

The applicable terms will be communicated on the relevant product page or promotional offer.

13. Fraudulent or Abusive Return Requests

Sahabi eMart reserves the right to refuse returns, refunds, exchanges, or future orders where there is reasonable evidence of fraudulent, abusive, or repeated misuse of the return and refund policy.

14. Policy Changes

Sahabi eMart may update or modify this Return & Refund Policy from time to time to reflect changes in our services, products, business practices, or applicable requirements.

The updated policy will be published on this page, and the revised policy will apply from the effective date stated on the website.

15. Contact Us

If you have any questions regarding a return, replacement, exchange, or refund, please contact Sahabi eMart Customer Support.

Sahabi eMart

Location: Dhaka, Bangladesh

Website: Sahabi eMart

Customer Support: Please use the contact information provided on our website.

Last Updated: September 2026