Return, Refund & Exchange Policy

At RupBaz, we strive to ensure a seamless shopping experience. If you are not satisfied with your purchase, our flexible return and exchange policy is here to help.

Return & Exchange Eligibility

• Timeframe: You can request a return or exchange within 7 days of delivery.
• Condition: Items must be unused, unwashed and in their original packaging with all tags intact.
• Non-Returnable Items: For hygiene and safety reasons, personal care products, innerwear, perishable items and digital goods are not eligible for return unless they are defective.
• Unboxing Video (Recommended): To ensure a smooth claim process, we strongly recommend recording an unboxing video. This serves as important proof for damaged or missing items.

Reasons for Return or Exchange

You may request a return or exchange if:

• The product delivered is damaged or defective.
• The product is incorrect (wrong size, colour or model).
• The product does not match the description provided on the website.

Change of Mind: If you simply change your mind, you may request an exchange (not a refund) for a different size or colour from the same Seller within 7 days of delivery. The item must be unused, with tags and original packaging, and the buyer pays the shipping costs both ways. Non-returnable items are excluded.

The Return Process (Seller Direct)

• Step 1: Submit a request from your RupBaz account dashboard or contact our support team.
• Step 2: Once the request has been reviewed, you will be instructed to send the product directly to the Seller’s address.
• Step 3: The Seller will carry out a quality check (QC) after receiving the item.

Note: If a dispute arises during the Seller’s quality check, RupBaz will act as the mediator, and our decision will be final.

Exchange Policy

• Option to Exchange: Instead of a refund, you may choose to exchange the product for the same item (if available) or for a different size or colour from the same Seller.
• Exchange Shipping: If the exchange is due to a mistake by the Seller, shipping is free. For a “change of mind” or a size issue (where the size sent was correct as per the order), the buyer may be responsible for the shipping costs.

Refund Policy

• Timeline: Once the Seller confirms the return, RupBaz will initiate the refund within 5–10 business days.
• Payment Processing: Please note that the 5–10 business days is the time RupBaz needs to release the funds. Your payment provider (for example, SSLCommerz or bKash) or your bank may need additional time to credit the amount to your account.
• Non-Refundable: Delivery charges are non-refundable unless the return is due to an error by the Seller or RupBaz.

Partial Refunds

If an order contains multiple items and only one item is returned, a partial refund for that specific item will be issued.

Seller Responsibility

Sellers on RupBaz are required to cooperate fully with the return and exchange process. Failure to accept valid returns or to provide replacements may lead to Seller penalties or account suspension.

International Orders (Phase 2)

Return and refund policies for international orders will follow global e-commerce standards and will include country-specific logistics and customs duty considerations.