Refund and Returns Policy

ROSOMART.COM — Return & Refund Policy

Effective Date: [15 October 2025]
Last Updated: [15 October 2025]

Thank you for shopping with ROSOMART.COM. We are committed to fair, transparent, and consumer-friendly practices. This Return & Refund Policy describes your rights, conditions, and the process for returns, replacements, or refunds under applicable Bangladeshi laws, including the Consumer Rights Protection Act, ICT Act, and the Digital Commerce Operational Guidelines 2021 (Ministry of Commerce) The Daily Star+2mahbub-law.com+2.

If you have any questions, please contact us (see Section “Contact Information” below).

1. Overview

  • Our goal is to ensure your satisfaction with your purchase.
  • You are entitled to return or request a replacement or refund under certain conditions, as set out below.
  • We aim to process returns, replacements, and refunds promptly, in accordance with legal and regulatory requirements.
  • This policy forms part of and is subject to our Terms & Conditions; in case of conflict, the law, regulatory guidelines, or consumer protections cannot be overridden by contract to the consumers’ disadvantage.

2. Eligibility for Return or Replacement

To be eligible for a return or replacement under this policy, the following conditions must generally be met:

  1. Time limit:
    You must initiate the return or replacement request within 7 calendar days of receiving the product (i.e., delivery date) unless otherwise specified (see exceptions). This 7-day window aligns with e-commerce norms and government guidelines requiring refunds within a maximum timeline in case of non-delivery or defect. The Daily Star+2mahbub-law.com+2
  2. Same condition:
    The item must be unused (except as necessary to inspect or test), in the same condition as delivered, with original packaging, accessories, tags, manuals, and invoice or proof of purchase.
  3. Return reason:
    Valid reasons may include:
    • The product is defective, damaged, or does not function as described
    • The product is materially different from the description or sample
    • Incorrect item delivered
    • Missing parts or accessories
    • Delivery failure, or non-delivery
  4. Verification:
    We may require you to provide photographic evidence, videos, or other proof of defect, discrepancy, or damage before approving return or replacement.
  5. No tampering:
    The product should not have been tampered with, opened in a way that voids warranty or quality assurance, or used extensively beyond reasonable inspection.

We reserve the right to refuse returns or replacements if these conditions are not satisfied.

3. Non-Returnable or Non-Refundable Items

Certain categories of items are non-returnable, non-refundable, or subject to special conditions, including but not limited to:

  • Perishable goods, consumables, or items with short shelf life
  • Hygienic or sanitary products once unsealed (e.g., intimate care items)
  • Customized, made-to-order, or personalized products (unless defective)
  • Digital goods, downloads, software licenses
  • Gift cards, voucher codes, sealed media (CDs, DVDs), once unsealed
  • Products where return would violate health or safety regulations
  • Items damaged by user misuse, neglect, or improper handling
  • Sale/clearance items if marked non-returnable
  • Products missing original packaging, accessories, or invoice

If we determine that a return falls into a non-returnable category, we will provide you with a written explanation and, where feasible, an alternative remedy (repair or partial refund).

4. Return Process & Timeline

Here is the step-by-step process for returns or replacements:

  1. Initiate Return Request
    Contact our Customer Support within 7 days of delivery via email (rosomart@gmail.com) or phone (+88 01780 44 00 87), providing:
    • Order number/invoice number
    • Reason for return/replacement
    • Photographs or video (if defective or damaged)
    • Details of the product (SKU, model)
  2. Approval & Return Authorization
    We will review your request, and if accepted, issue a Return Authorization (RA) number or instructions within 2 business days. If rejected, we will provide written reasons.
  3. Packaging & Pickup / Return Shipping
    • You must package the item securely in original packaging (or equivalent), including all accessories, manuals, tags, and invoice.
    • In many cases, we will arrange pick-up via courier or logistics partner; in other cases, you may need to dispatch to our return address (will be provided).
    • You should attach the RA number clearly to the package.
    • The product must reach our return facility within 3 business days of obtaining the RA (unless otherwise agreed).
  4. Inspection & Verification
    Upon receipt, we will inspect the item. If the item passes inspection and meets eligibility, we will proceed to processing. If not, we may reject the return (and ship back to you at your cost) or offer a partial remedy.

We aim to complete inspection and validation within 3 business days of receipt.

5. Refund Process (Methods & Duration)

Once your return or replacement request is approved, we process refunds as follows:

  • Refund mechanism: The refund will be made via the same payment method you originally used (e.g., credit card, bank transfer, mobile banking, digital wallet), unless otherwise agreed.
  • Timeframe: We aim to issue the refund within 7 business days after we accept the return (some guidelines require this timeframe in delivery failure or cancellation cases) The Daily Star+3The Daily Star+3mahbub-law.com+3
  • Bank / Gateway delay: Please note that the time for the funds to appear in your account depends on your bank or payment gateway; we are not responsible for delays beyond our control.
  • Deduction of fees: We will not deduct refund processing fees or extra charges unless clearly disclosed in advance. If part of the refund is withheld (e.g., user misuse, damage), we will inform you of deductions and basis.
  • Partial refunds: In case of partial returns or use of accessories, we may issue partial refund accordingly.
  • Full cancellation / non-delivery: If an order is canceled before dispatch, or delivery fails, a full refund must be made within 7 days via the same payment route, as per e-commerce guidelines in Bangladesh. The Daily Star+2The Business Standard+2

6. Damaged or Defective Product Policy

If you receive a damaged or defective product, we commit to making it right as follows:

  • Notification: You must notify us as soon as you receive the goods, within the 7-day window, with photographs/videos of the defect, damage, or malfunction.
  • Replacement or repair: Depending on the nature and availability, we will offer:
    • Replacement of the same model/product
    • Repair (if feasible)
    • Full or partial refund
  • No additional cost: We will bear the cost of return shipping for defective or damaged items.
  • Inspection & resolution: After receiving the returned goods, we will inspect and determine the remedy within 3 business days and inform you of the outcome.

If the product fails again after replacement or repair, you may be entitled to a refund or further replacement.

7. Customer Responsibilities

To ensure a smooth return or refund, customers must:

  • Retain proof of purchase (invoice/order confirmation)
  • Adhere to the 7-day initiation window
  • Provide clear photographic or video evidence (where applicable)
  • Package returned items securely (ideally in original box)
  • Attach the RA number or our return instruction to the package
  • Use a tracked courier service (if shipping yourself)
  • Bear responsibility for loss/damage in transit if not arranged by us (unless we agreed otherwise)
  • Respond to our communications or verification requests promptly

Non-compliance with these responsibilities may lead to a return request.

8. Additional Provisions Under Bangladeshi Law & Guidelines

  • Under the Consumer Rights Protection Act, 2009, consumers have a right to “reparation”, including replacement, refund, or compensation in respect of goods or services that are defective, substandard, or not meeting contractual obligations. SSRN+2Bangladesh Law Digest (BDLD)+2
  • Under the Digital Commerce Operational Guidelines 2021, the marketplace must clearly disclose refund/return policies, deliver goods within 5–10 days (5 days in the same city, 10 days across districts). TRW Law Firm+3mahbub-law.com+3The Business Standard+3
  • If goods cannot be supplied within the stipulated timeframe (5 or 10 days), the seller must inform the buyer within 48 hours and refund fully within 72 hours of that notice. mahbub-law.com+1
  • In case of non-delivery or cancellation, refunds must be made within 7 days via the original payment method. The Daily Star+2The Business Standard+2
  • All complaints by consumers must be addressed within 72 hours, and an internal grievance redressal mechanism must exist. mahbub-law.com+1
  • The marketplace should maintain complaint records and indicate contact details in both Bangla and English. TRW Law Firm+2mahbub-law.com+2

We commit to adhering to these regulatory principles.

9. Contact Information

If you wish to initiate a return, replacement, or refund, or you have any questions, concerns, or complaints, you may contact our Customer Support:

  • Email: rosomart@gmail.com
  • Phone: +88 01780 44 00 87
  • Address: Lake City Shopping Complex, 3rd Floor, Khilkhet, Dhaka 1229, Bangladesh
  • Office hours: [Specify hours, e.g. 9:00 a.m. – 6:00 p.m., Sunday through Friday]

We strive to respond to all requests and complaints within 72 hours (3 business days), as mandated under e-commerce guidelines. mahbub-law.com+1

If you believe we have not resolved your issue fairly, you may file a complaint with the Directorate of National Consumer Rights Protection (DNCRP) or pursue legal remedies under the Consumer Rights Protection Act. dncrp.dhaka.gov.bd+2Wikipedia+2

10. Amendments & Interpretation

  • We may update this Return & Refund Policy from time to time to reflect changes in law, business practices, or our systems.
  • The “Last Updated” date at the top will reflect the most recent revision.
  • By placing an order, you accept the version of the policy in force at that time.
  • In case of any ambiguity or dispute, we will interpret the provisions in favor of consumer protection, consistent with applicable laws.

We hope this policy provides confidence and clarity when you shop at ROSOMART.COM. Your satisfaction is our priority, and we aim to treat every return or refund request fairly, promptly, and transparently.

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