1. Our Promise
At Pentamart, your hard-earned money deserves protection. If your order is eligible under this policy, we will refund you promptly. This policy applies alongside your rights under the Consumer Rights Protection Act, 2009.
2. When You Are Eligible for a Refund
You can request a refund if:
- The product arrived damaged, defective, or faulty.
- You received the wrong product, wrong variant, or wrong quantity.
- The product is significantly different from its description on the Platform.
- Your order was not delivered within a reasonable time and could not be located.
- Your order was cancelled by you before dispatch, or by us/the Vendor after payment.
3. How to Request a Refund
- Raise the request within 3 days of delivery from your account (Orders → the relevant order) or by contacting our support team.
- Share your order number and a short description of the issue, with clear photos or a video for damaged, defective, or wrong items.
- Keep the product, its original packaging, tags, accessories, and invoice until your request is resolved.
Once we receive your request, we review it (usually within 1–3 business days) and, where needed, arrange a pickup or ask you to return the item.
4. Refund Methods & Timelines
- Cash on Delivery (COD): since there is no online payment to reverse, approved refunds are issued via bKash or Nagad transfer within 3 business days of verification approval.
- Mobile banking (bKash / Nagad / Rocket) and Card payments: refunds are initiated within 7–10 working days into the original payment channel, without any gateway fee deductions, subject to payment gateway and bank clearing protocols.
- For prepaid orders cancelled due to product unavailability or failure to deliver within the mandated window, prepaid funds held under the Bangladesh Bank escrow mechanism will be refunded in strict accordance with Bangladesh Bank clearing and escrow directives.
5. Non-Refundable Items
The following items are generally not eligible for refunds unless they arrive damaged, defective, or incorrect:
- Intimate apparel, innerwear, and personal care or grooming items.
- Perishable goods, fresh food, and beverages.
- Made-to-order, personalised, or customised products.
- Digital products and gift cards.
- Items marked 'non-refundable' on the product page.
6. Contact for Refund Requests
- Through your account: Orders → Select Order → Request Refund.
- Website: www.pentamart.com.bd