Refund and Return Policy

Thank you for shopping at Vibe Mart BD. We want you to be completely satisfied with your purchase. If you need to return an item or request a refund, please review our policy below.

1. Eligibility for Returns and Refunds

You may request a return or refund under the following circumstances:

  • The product you received is damaged, defective, or not working as described.
  • The product delivered does not match your order (e.g., wrong model, color, or size).
  • The item you ordered is out of stock and we are unable to fulfill the delivery.
  • You canceled your order successfully before it was handed over to the courier.

2. Conditions for Return

To qualify for a return and subsequent refund, all of the following conditions must be met:

  • Timeframe: You must notify us of the issue within 48 hours of receiving the delivery.
  • Condition: The item must be unused, unwashed, and in the exact condition you received it.
  • Packaging: The product must be in its original, intact packaging with all tags, manuals, and accessories included.
  • Proof of Purchase: You must provide a valid order number, receipt, or invoice.

3. Non-Returnable and Non-Refundable Items

We cannot accept returns or issue refunds in the following situations:

  • Products returned without their original packaging, or missing any included accessories or parts.
  • Items that have sustained physical damage due to misuse, mishandling, drops, or improper setup after delivery.
  • Products with broken manufacturer security seals, removed warranty stickers, or clear signs of daily use.
  • Custom orders, personalized products, or items explicitly sold as “Final Sale” or “Clearance.”

4. How to Initiate a Return

  • Step 1: Contact our customer support team via our official Facebook page, email, or hotline within 48 hours of delivery. Provide your order number, a description of the issue, and clear photos or a short video showing the defect or wrong item.
  • Step 2: Once our team authorizes the return, we will provide you with instructions on how to send the item back to us.

5. The Refund Process

  • Inspection: Once we receive your returned item, our team will inspect it to verify the claim. We will notify you of the approval or rejection of your refund.
  • Processing Time: If approved, your refund will be processed within 7 to 10 working days.
  • Payment Method: Refunds are strictly issued to the original method of payment used during the purchase (e.g., bKash, Nagad, or Bank Transfer). Cash refunds are not provided.

6. Return Shipping Costs

  • Our Error: If the return is due to a mistake on our part (e.g., we shipped a defective or completely incorrect item), Vibe Mart BD will cover the return shipping costs.
  • Customer Preference: If the return is due to a change of mind or any reason other than a defect/error, the customer is fully responsible for paying the return shipping fees.

7. Order Cancellations

  • Orders can be canceled without penalty if you contact our customer service team before the item has been shipped.
  • If the order has already been shipped or is in transit, it cannot be canceled outright. You will need to receive the package and follow the standard return process, and standard shipping fees may be deducted from your refund.