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Exchange & Return

Exchange and Return Policy

We allow our customers to exchange or return a product abiding by conditions set for the purpose. You may apply for an Exchange or Return for a product or service within 72 hours after you’ve received it. All return or exchange products undergo verification and quality checks by our team to determine the legitimacy of the complaint or return.

Terms and Conditions for Exchange & Return on MARKETPLACE

  1. For a successful return, ensure that products are unused and returned in their original packaging, complete with original price tags, labels, packing, barcodes, user manual, warranty card, invoices, accessories, and free promotional items (Buy 1 Get 1 or free gifts). The delivery documents, shipping materials, and original product boxes are considered essential for processing return/exchange, and if any product is received without these essentials, it will not be accepted for return and will be sent back to you.
  2. Please take care to adequately package return items to prevent damage during transit. Damages resulting from neglect, improper usage, or installation are not covered under our Returns Policy.
  3. Products sold in combo, mix, package, or bundle cannot be returned individually, and those with tampered or missing serial numbers are not covered under our Returns Policy.
  4. For clothing items, the product must be unused, unworn, unwashed, unaltered, and without any flaws. Products can be tried on to see if they fit and will still be considered unworn.
  5. For general electronics items, you may raise a return request if the device is dead on arrival (i.e., does not switch on properly, any technical issue that is covered in the warranty policy)/. For branded electronics you can claim warranty as per the brand’s warranty policy.
  6. For mobile phones, if you find the device dead* upon arrival, you may place a return request. Return request is not applicable once the mobile phone is activated** and functioning properly after the activation. If an activated phone shows any manufacturing defect (both software and hardware), it will be subject to the Brand Warranty***
  7. For products identified as having manufacturing defects, or any technical issues from our side, we will pay for the delivery charges incurred due to Exchange/Return purposes, applicable for both Dhaka Metro and outside Dhaka Metro orders. For regular Exchange/Return of a product, the delivery charges will be paid by the customer.
  8. Change of mind is not applicable for a return request. Only in case of any technical/ product quality-related issue/wrong product delivery, a return request can be entertained.
  9. The availability of stock from the supplier determines whether a replacement or exchange is possible. If the product is unavailable, a full refund will be made.
  10. No exchange or refund is applicable for products offered at a discounted price.
  11. For any after sales services, customers need to contact the MARKETPLACE only via its official social media pages or the hotline number (09666-737333).

*Does not switch on completely after the device has been unpacked and a SIM card has been inserted.

**Registering the phone on a mobile network via a SIM card or connecting to a Wi-Fi network.

***Official warranty provided by the brand or a reseller.

What if I lose the money receipt/tags/barcode?

  1. We will consider it if you lose the money receipt or invoice for exchanges. In that case, you will need to provide the purchase contact number so we can check your purchase history.
  2. The exchange offer will no longer be valid anymore for any irreparable damage or bending of the tags or barcode.

From where can I exchange the product?

After purchasing any product(s) you can exchange it/them by sending us your product(s) via any courier service after consulting with our Service Center agent. After receiving the product, we will contact you and arrange the shipment of your exchange product. It should meet all the conditions specified in the Conditions for Exchange and Return section.

Please note, if there is any problem from our side, we will offer free returns or exchanges, otherwise, the customer will have to bear the expenses of the return shipping. You can request a return by contacting our Customer Service at 09666-737333 within 72 hours of your delivery.

How do you return the product(s) to us for Exchange or Refund?

SA Paribahan

Send the product to SA Paribahan at Uttara Branch. Please use this address and contact number given below:

Note: Please send us the SA Paribahan receipt number for your reference number

Sundarban Courier

Send the product to Sundarban Courier at Uttara Branch. Please use this address and contact number given below:


Hotline number : 09666-737333

Note: Please send us the Sundarban Courier receipt number for your reference.