At Marzoon, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect or otherwise eligible product, we are here to help.
This Refund & Returns Policy explains when a product may be returned, exchanged or refunded and the conditions that apply.
By placing an order with Marzoon, you agree to the terms outlined below.
1. Return Eligibility
A product may be eligible for return or exchange if it meets the applicable conditions of this policy.
Generally, the product must be:
- Unused and unworn.
- Unwashed.
- Unaltered or untailored.
- Free from stains, marks, perfume or other damage.
- In its original condition.
- Returned with original tags, packaging and accessories, where applicable.
- Accompanied by the relevant order information or invoice.
Products that do not meet these conditions may be rejected.
2. Reasons We Accept Returns or Exchanges
You may contact Marzoon if you receive:
- A damaged product.
- A defective product.
- The wrong product.
- A product that is materially different from what was ordered.
- A product with a missing component or item.
- A product affected by an issue that existed before delivery.
Our team will review the issue and determine the appropriate resolution.
3. Damaged Products
If your order arrives damaged, please contact Marzoon customer support as soon as possible after receiving the package.
Please provide:
- Your order number.
- Your name and phone number.
- Clear photographs of the damaged product.
- Photographs of the packaging and shipping label where applicable.
- A video of the issue where necessary.
Customers are encouraged to inspect their order immediately after delivery.
4. Wrong Product Received
If you receive a product different from the product you ordered, please contact us as soon as possible.
Please do not use, wash, alter or tailor the product.
After verifying the issue, Marzoon may arrange an exchange or another appropriate solution depending on product availability.
5. Defective Products
If a product has a manufacturing defect or another significant defect that was present before or at the time of delivery, please contact us promptly.
Our team may request photographs or videos to evaluate the issue.
If the product is confirmed to be defective, Marzoon may offer:
- A replacement.
- An exchange.
- A refund, where applicable.
The final resolution will depend on the nature of the defect, product availability and the applicable circumstances.
6. Change of Mind
Returns or exchanges simply because a customer has changed their mind may not be accepted unless specifically permitted under Marzoon’s applicable return conditions.
Before placing an order, customers should carefully review:
- Product photographs.
- Product description.
- Fabric information.
- Size and measurement information.
- Stitched or unstitched status.
- Product set contents.
- Colour and design details.
7. Stitched & Unstitched Products
For stitched products, customers should carefully check the available size and measurement information before ordering.
For unstitched products, the fabric is supplied for tailoring according to the customer’s preferred measurements and design.
Once an unstitched product has been cut, stitched, altered or tailored, it may no longer be eligible for return or exchange.
Similarly, stitched products that have been altered by the customer may not be eligible for return or exchange.
8. Product Condition
To be eligible for a return or exchange, the product should remain in its original condition.
We may reject a return if the product has:
- Been worn.
- Been washed.
- Been ironed improperly or damaged through customer handling.
- Been altered or tailored.
- Been stained or soiled.
- Been exposed to perfume, cosmetics or other substances.
- Missing original tags or packaging where required.
- Been damaged after delivery due to customer use.
9. Sale & Discounted Products
Products purchased under a sale, clearance or special discount promotion may have different return or exchange conditions.
Unless otherwise stated on the product page or promotional offer, discounted or promotional products may not be eligible for return or exchange except where the product is confirmed to be defective, damaged or incorrectly delivered.
Any special return conditions applicable to a promotional product will be communicated with the offer or product listing.
10. Return Period
Marzoon aims to provide a convenient return service for eligible products.
The applicable return period may depend on the product, reason for return and applicable promotional or product-specific conditions.
Customers should contact Marzoon customer support as soon as possible after receiving the order if they believe there is a problem with the product.
Where a specific return period is stated on the product page, order confirmation or promotional offer, that period will apply.
11. How to Request a Return or Exchange
To request a return or exchange, please contact Marzoon Customer Support.
Please provide:
- Your order number.
- Customer name.
- Phone number used for the order.
- Product name.
- Reason for the return or exchange.
- Clear photographs of the product.
- Video evidence where necessary.
- Invoice or proof of purchase, where available.
Our customer support team will review your request and provide instructions if the product qualifies.
Please do not send a product back without first contacting Marzoon and receiving return instructions.
12. Return Shipping
Where the return is caused by a confirmed issue attributable to Marzoon, such as:
- Wrong product delivered.
- Damaged product.
- Confirmed manufacturing defect.
- Missing product or component.
Marzoon may arrange or assist with the return process according to the circumstances.
For other types of returns or exchanges, the customer may be responsible for applicable return delivery charges.
The applicable return shipping arrangement will be communicated by our customer support team before the return is processed.
13. Exchange Policy
If an exchange is approved, the replacement product will be subject to availability.
If the requested replacement is unavailable, Marzoon may offer an alternative solution, which may include another product, store credit or refund where applicable.
An exchange may be subject to applicable delivery charges depending on the reason for the exchange.
14. Refund Policy
Refunds are available only where the order or returned product qualifies for a refund under Marzoon’s applicable policies.
A refund may be considered in circumstances such as:
- An approved return where a replacement is not available.
- A confirmed defective product where replacement is not possible.
- A wrong product delivered where the correct product cannot be supplied.
- An order cancelled by Marzoon after payment has been received.
- A payment-related or technical error resulting in a confirmed excess or duplicate payment.
Refund eligibility will be determined after reviewing the relevant order and circumstances.
15. Refund Method
Where a refund is approved, the refund method may depend on the original payment method.
For online payments, refunds may be processed through the applicable payment gateway or payment service provider.
For Cash on Delivery orders, an approved refund will be handled according to Marzoon’s refund procedure.
The time required for a refund to appear in a customer’s account may vary depending on the bank, payment gateway or financial institution.
Marzoon cannot control processing times imposed by third-party financial institutions.
16. Refund Processing
Once a return has been received and inspected, Marzoon will review the product and determine whether it meets the requirements of this policy.
If the return is approved, the applicable refund or exchange process will be initiated.
If the returned product does not meet the required conditions, Marzoon may reject the return and the product may be sent back to the customer.
17. Order Cancellation
If you wish to cancel an order, please contact Marzoon customer support as soon as possible.
Cancellation may not be possible once an order has been processed, packed or dispatched.
If an order has already been shipped, the customer may need to receive the product and follow the applicable return procedure instead.
Any refund resulting from an approved cancellation will be handled according to the applicable payment method and refund procedure.
18. Duplicate or Incorrect Payment
If you believe that you have been charged twice or paid an incorrect amount, please contact us immediately.
Please provide:
- Order number.
- Transaction reference, if available.
- Payment date.
- Amount paid.
- Payment confirmation or screenshot.
Our team will investigate the issue and coordinate with the relevant payment provider where necessary.
19. Products That May Not Be Eligible
Unless otherwise stated, the following products or situations may not qualify for return or exchange:
- Used or worn products.
- Washed products.
- Altered or tailored products.
- Products damaged after delivery.
- Products with missing tags or packaging where required.
- Products returned outside the applicable return period.
- Products damaged through improper handling.
- Products purchased under promotions with specific non-returnable conditions.
- Products that have been stained, soiled or otherwise changed from their original condition.
Certain product categories may have additional restrictions.
20. Colour & Appearance
We make every effort to display product colours and designs accurately on our website.
However, colours may appear slightly different depending on:
- Your device.
- Screen brightness.
- Display settings.
- Photography and lighting conditions.
A minor difference in colour caused by screen or lighting conditions does not necessarily constitute a product defect.
21. Product Inspection
Customers are encouraged to inspect their products immediately upon delivery.
If you identify an obvious issue, please contact Marzoon Customer Support promptly.
Photographs and videos may be required to verify the condition of the product before a return or exchange is approved.
22. Return Approval
Submitting a return request does not automatically mean that the return has been approved.
Marzoon reserves the right to inspect returned products and determine whether the applicable conditions have been satisfied.
The final decision regarding eligibility will be made based on the condition of the product, order information and the circumstances of the return, subject to applicable law.
23. Fraudulent or Abusive Returns
Marzoon reserves the right to refuse returns, exchanges or refunds where there is reasonable evidence of:
- Fraudulent activity.
- Repeated abuse of the return policy.
- Product substitution.
- Intentional product damage.
- False claims.
- Unauthorized returns.
- Other misuse of the return or refund process.
We may also restrict future orders or Cash on Delivery availability where necessary.
24. Important Note About Returns
Please do not return any product to Marzoon without first contacting our customer support team.
Unauthorized returns may result in delays in processing the request.
Keep your invoice, order confirmation and courier documentation until your return or exchange has been successfully completed.
25. Contact Us
For return, exchange or refund assistance, please contact:
Marzoon Customer Support
Phone: 01577 751374
Email: info@marzoonbd.com
Address:
Shop No: G-10, 370 Elephant Road,
Suvastu Aroma Center,
Dhaka – 1205, Bangladesh.
Website: marzoonbd.com
26. Policy Updates
Marzoon may update this Refund & Returns Policy from time to time to reflect changes in our products, services, business practices or applicable requirements.
Any updated version will be published on this page.
Customers are encouraged to review this policy before placing an order.
Our Commitment
At Marzoon, we value our customers and aim to resolve genuine product and order issues fairly and efficiently.
If you experience a problem with your order, please contact us and our customer support team will guide you through the appropriate next steps.