Policy
Refund, Returns & Cancellation Policy
We always strive to provide you with the best service. If something is not right with your order, here is exactly how we resolve it — clearly and fairly.
Exchange Policy (Within 72 Hours)
- Products with valid sizing or quality issues can be exchanged within 72 hours of delivery.
- The exchange request must be raised and the product handed over within this 72-hour window.
- Exchanges can be done via courier (courier charges apply) or in person where possible.
- Exchange is subject to stock availability of the requested size, color, or design.
- Offer or campaign prices do not apply to exchanges placed after the campaign period ends.
Exchange Charges
- Inside Dhaka: standard courier charge applies (paid by customer at the time of return pickup).
- Outside Dhaka: standard nationwide courier charge applies (paid by customer).
- No exchange charge if you can drop off / pick up directly with our team (where available).
Return Eligibility
- Items must be unused, unwashed, and in original condition with all tags and packaging intact.
- Return requests must be raised within 3 days of delivery via WhatsApp or our contact channel.
- Customized or sticker-personalized products are not eligible for return unless defective.
- Items received as part of a free gift, combo, or campaign offer are non-returnable individually.
Return Process
- Step 1 — Reach out to us via WhatsApp (+8801799659201) with your order ID and reason for return.
- Step 2 — Our support team verifies the request and shares pickup or drop-off instructions.
- Step 3 — Customer is responsible for return courier charges (advance delivery charge is non-refundable).
- Step 4 — Once we receive and verify the product, a refund or exchange is processed.
Refund Policy
- Approved refunds are processed within 5–7 business days after we receive and verify the returned product.
- Refunds are issued to the same payment method used at purchase (Bkash, Nagad, Rocket, bank transfer, or card).
- Advance delivery charges are strictly non-refundable for any reason, including cancellations after dispatch.
- Promotional discounts, vouchers, and reward credits used at checkout are not refundable in cash.
Order Cancellation
- Orders can be cancelled free of charge before they are dispatched.
- Once an order has been handed over to the courier, cancellation requires a return request after delivery.
- If you refuse the parcel at delivery without prior cancellation, advance delivery charges and courier costs are non-refundable.
- Customized or sticker-personalized orders cannot be cancelled once production begins.
Damaged or Defective Items
- If the product arrives damaged or with a manufacturing defect, notify us within 24 hours of delivery.
- Share clear photos and a short video of the issue along with your order ID via WhatsApp.
- Verified defective items are eligible for free exchange or full refund — including delivery charges.
- Issues raised after 72 hours of delivery may not qualify for full refund unless clearly a defect.
What This Policy Does Not Cover
- Color variation due to monitor or lighting differences between product photos and the actual item.
- Slight measurement differences (±1 inch) compared to the size chart, as garments are crafted in batches.
- Damage caused by improper washing, ironing, or use after delivery.
- Items returned without prior approval, original packaging, or after the eligibility window.
Need Help With a Return?
- WhatsApp: +8801799659201 (fastest reply, Saturday–Thursday, 10:00 AM – 8:00 PM).
- Email: support@mayrafashion.com
- Please keep your order ID and delivery slip handy to speed up the process.