Raise a request
Contact us within 7 days of delivery via phone, email, WhatsApp, or our Facebook page with your order ID and reason for return.
Customer Care
Return & Refund Policy
Your trust matters to us. If something isn't right with your order, here's exactly how returns, exchanges, and refunds work at Emaanoor.
Window/7 DAYS
Damage Report/48 HRS
Last updated/2026
7-Day Return
From the date of delivery for eligible products.
Quality Guarantee
Damaged or defective items are replaced or refunded in full.
Easy Exchange
Swap for a different size, colour, or variant subject to stock.
Full Refund
Refunded to bKash, Nagad, Rocket, or bank account on approval.
Section 01
When you can return.
- Item received is damaged, defective, or broken on arrival.
- Wrong product, wrong colour, wrong size, or wrong variant delivered.
- Manufacturer fault or factory defect identified within the return window.
- Item is materially different from what was shown on the product page.
Section 02
Return conditions.
- Return request raised within 7 days of delivery.
- Product is unused, undamaged, and in its original sealed packaging.
- All accessories, manuals, free gifts, and warranty cards are included.
- Original tax invoice / order confirmation is presented at pickup.
- Bulbs, glass shades, and crystals must be intact and not installed.
Section 03
How returns work.
A simple, transparent five-step process — designed so you always know what happens next with your order.
Send photos / video
For damaged or wrong items, share clear photos and a short video within 48 hours of receiving the parcel — including the outer packaging.
Approval & pickup
Once verified, our support team approves the return and arranges pickup from your address (Dhaka metro) or shares a courier address (outside Dhaka).
Inspection
Returned products are inspected at our warehouse to confirm they match the eligibility conditions before a refund or replacement is issued.
Refund or replacement
Approved refunds are processed within 3–7 working days for bKash / Nagad / Rocket and 7–14 working days for bank transfer. Replacement orders are dispatched within 3–5 working days subject to stock.
Section 04
Non-returnable items.
For hygiene, safety, and the handcrafted nature of our pieces, the following categories are not eligible for return or refund.
- Custom-made or personalized heritage products crafted on special request.
- Used, damaged, or altered items after delivery or display.
- Opened ator bottles or products removed from original sealed packaging.
- Clearance, flash-sale, or final-sale items marked non-returnable on the product page.
Section 05
Refund timelines.
- bKash / Nagad / Rocket
- 3–7 working days
- Bank Transfer
- 7–14 working days
- Cash on Delivery
- Refunded via bKash, Nagad, Rocket, or bank transfer — never as cash returned to a courier.
- Card Payments
- Refund posts to the original card within 7–15 working days, depending on your issuing bank.
Section 06
Exchange & shipping.
- Free pickup for approved returns within Dhaka metro. Outside Dhaka, customers ship via courier and the cost is reimbursed if the return is approved as our fault.
- Exchange first, refund second — when the same product is in stock, we offer immediate exchange. Refund is issued only when an exchange is not possible.
- Customer error returns (wrong size ordered, change of mind) require the customer to bear two-way shipping cost.
Need to return something?
Talk to a real person.
Our customer care team handles every return manually so you're looked after start to finish. Reach out via any channel below and we'll guide you through it.