At BG MART, we want our customers to receive the correct product in proper condition. If there is a genuine issue with an order, please follow the conditions below.

1. Check Your Product

Customers are requested to check the parcel and product as soon as possible after receiving it.

Where courier inspection is available, customers should inspect the parcel according to the courier’s applicable rules before accepting it.

2. Eligible Return or Replacement Reasons

A return or replacement request may be accepted if:

  • You received the wrong product.
  • The product arrived physically damaged.
  • The product has a manufacturing defect.
  • An item is missing from the package.
  • The received product is significantly different from what was ordered.

The issue must be reported within the applicable reporting period after delivery.

3. Reporting an Issue

For faster verification, customers should contact BG MART within 24 hours of receiving the product if there is a problem.

Please provide:

  • Order number
  • Customer name
  • Phone number
  • Clear photographs of the product
  • Photograph of the parcel or packaging
  • Video evidence where necessary
  • A clear explanation of the issue

We strongly recommend recording an unboxing video when opening the parcel, especially for fragile, electronic, or high-value items.

4. Conditions for Return

Returned products should normally be:

  • Unused.
  • Unwashed where applicable.
  • Undamaged by the customer.
  • In original condition.
  • In original packaging.
  • Returned with all accessories, manuals, tags, gifts, and other included items.

A return may be refused if the product has been used, damaged, altered, washed, installed incorrectly, or returned incomplete.

5. Change of Mind

Returns may not be accepted solely because:

  • The customer changed their mind.
  • The customer no longer wants the product.
  • The customer ordered the wrong color, size, model, or variation.
  • The customer did not properly check the product details before ordering.

However, BG MART may consider certain requests on a case-by-case basis.

6. Products That May Not Be Returnable

For hygiene, safety, or product-condition reasons, certain products may not be eligible for return after opening or use, including where applicable:

  • Personal-use products.
  • Beauty or skincare products.
  • Undergarments.
  • Hygiene-sensitive products.
  • Products with broken seals.
  • Customized products.
  • Clearance products.
  • Products damaged through misuse.

Exceptions may apply where the customer receives a wrong, damaged, or defective item.

7. Product Color & Minor Differences

Actual product colors may look slightly different due to lighting, photography, screen settings, or manufacturing variation.

Minor color differences or minor variations that do not affect product functionality may not qualify as defects.

8. Replacement Process

If the return request is approved, BG MART may offer a replacement with the same product where stock is available.

If the same product is unavailable, we may offer:

  • Another suitable product.
  • Store credit.
  • A refund where applicable.

9. Refunds

Refunds are normally processed only after the returned item has been received and inspected.

Approved refunds may be sent through an appropriate payment method such as:

  • Mobile financial service
  • Bank transfer
  • Original payment method where technically available

Any refund processing time may depend on the payment provider, bank, or financial institution.

10. Delivery Charge for Returns

If a product is returned because BG MART supplied the wrong, damaged, or verified defective item, applicable return or replacement delivery charges may be covered by BG MART.

If the return is caused by incorrect information provided by the customer, refusal of a correct product, or another customer-related reason, courier charges may be payable by the customer.

11. Warranty Claims

Products covered by a specific warranty will follow the warranty conditions mentioned on the product page, warranty card, invoice, or other communication.

A warranty does not normally cover damage caused by:

  • Physical damage
  • Water or liquid damage
  • Electrical misuse
  • Improper installation
  • Accidental damage
  • Unauthorized repair
  • Normal wear and tear

12. Order Refusal

Customers are requested not to refuse confirmed Cash on Delivery orders without a valid reason.

Repeated refusal of confirmed parcels may result in limitations on future Cash on Delivery orders.

13. Final Decision

All return, replacement, and refund requests are subject to verification.

BG MART reserves the right to approve or reject a request based on the condition of the product, available evidence, order records, and the circumstances of the case, subject to applicable consumer protection laws.

14. Contact Us

For return, replacement, or refund assistance:

BG MART
Website: bgmart.com.bd
Phone / WhatsApp: 01833444348

When contacting us, please keep your order information and relevant photographs/videos ready.