Return Policy

How will I be informed if my returned product is not valid for return?

If your return is invalid, we will call you to explain the problem and send the item back to you. We will arrange delivery of the item.

How many times will you try to pick up my return item?

For pick-ups, we will make a maximum of 2 attempts to collect the product. If, after 2 attempts, you fail to hand the product over to us, we will cancel your request for return, replacement or refund.

What are the conditions for return?

To return a product, the following conditions must be met according to the customer’s claim. When you claim a specific complaint, the detailed conditions must apply. Please note that products must be checked in front of the riders.

• Damage: When a customer claims the product is damaged, the product does not need to be in new condition or sealed. However, the customer must provide the product along with our manual, tags, etc.
• Defective (according to brand policy): If the customer claims the product is defective, the product does not need to be in new condition or sealed.
• Not as advertised: If the customer claims the product is not like the advertised product, it must be in new condition and sealed. The product must also not be damaged.
• Wrong item delivered: If we deliver a wrong item, the product must be intact and sealed. The product’s seal should not be broken, except for an item type that cannot be visually distinguished based only on the information given on the box or packaging. The product must not be damaged.
• Missing parts/items: If the customer claims any part is missing, the customer must check it in front of the rider. The product must be in new condition. If the product is unsealed, it will still be accepted.
• Change of mind: In case of a change of mind, customers must return the product in sealed condition. They may not open the box or inspect the product.
• Signs of use: If the customer claims the product has been used, they must return the product in full. This claim must be made in front of the rider.
• Doubts about authenticity: If the customer has any complaint about authenticity, they must return the product along with the manual, certificate of authenticity, tags, etc.

Note: The customer must return the product with the manual and the box. No customer can claim a refund without the box.

How do I return a product, and what do I need?

To confirm whether your product is eligible for return, contact customer service at support@hoorehaya.com or +8801333328273. We will explain the return process and arrange a pick-up. When you call customer service, please be ready to provide the following information:

• Your order number.
• The reason for return.
• The original customer copy of the invoice.
• The return/replacement method you prefer, and the necessary related information.
• Where and when the product should be picked up.
• The complaint must be submitted within 3 calendar days of product delivery.

If your return does not meet the requirements, our customer service will inform you before sending it back to you. In this case, your return courier/postal fee will not be refunded.

Products in the “No Returns” category can be returned only within 3 calendar days, and only if the product boxes are sealed and the products were delivered in new condition.

Returning the product with its box is mandatory. Without the box, we cannot claim a warranty from the seller.

The warranty will be void if the product is physically damaged.

Where do I return the product?

If you fail to hand over your product at our pick-up, please send or drop off your returns at our return mailing address:

..............................................................., Dhaka, Bangladesh

How do I make a return request?

Option 1: Contact us through our Facebook page or website.

Option 2: Call customer service on +8801333328273.

How long will it take to return my product?

It will take 7 working days to get your returned product, because we must make sure your product meets all the requirements for replacement/service.

As soon as we receive your returned product, our after-sales team will check the condition of the product against your complaint, which takes a maximum of 2 business days.

If the complaint is valid, the product will be sent to the seller for replacement/service.

The seller inspects the product, and if the complaint meets their return policy, they replace/service the product.

After receiving the returned product, we will send it to your address.

The whole process takes 7 business days.

Note: If the product/part is unavailable, the seller may take more time to replace/service it.

A few things to check in your Bengali text before publishing:

• Return period: This says complaints must be submitted within 3 calendar days, but your delivery policy says to return within 5 days.
• Contact details: This text lists support@hoorehaya.com and, plus +8801333328273. Your earlier texts use admin@hoorehaya.com and the hotline +8801333328273. You may want to use one consistent set.
• Address: The return mailing address is blank (the dotted line), so you will need to fill it in.
• Refunds: The policy talks about replacement and service, but it does not clearly explain how refunds are paid, even though the heading mentions refunds.