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 and 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 and 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 and 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.