Return and Refund Policy for Arafah - Online Shopping Mart

Effective Date: October 7, 2025

At Arafah Shop Ltd., operating as Arafah - Online Shopping Mart ("we," "us," or "our"), we want you to be completely satisfied with your purchase made through our mobile application (the "App") or website www.arafah.shop (collectively, the "Services"). This Return and Refund Policy outlines the process for returning products and requesting refunds to ensure a smooth and transparent experience. This policy complies with applicable consumer protection laws and aligns with the requirements of the Google Play Store and Apple App Store.

1. Eligibility for Returns

We accept returns for most products purchased through our Services, subject to the following conditions:

• Timeframe: Returns must be initiated within 7 days from the date of delivery.
• Condition: Products must be unused, in their original condition, with all original packaging, tags, and accessories included.
• Proof of Purchase: You must provide proof of purchase, such as an order confirmation email or order number.

Non-Returnable Items: The following items are not eligible for return:

• Perishable goods (e.g., food, beverages).
• Personalized or custom-made items.
• Intimate or sanitary products (e.g., undergarments, cosmetics) for hygiene reasons.
• Digital products or downloadable content.
• Items marked as non-returnable at the time of purchase.

2. How to Initiate a Return

To request a return, you can use our customer mobile app or website on the order tracking page, or contact our support team directly. Follow these steps:

1. Visit the order tracking page on our App or Website (www.arafah.shop) and locate your order.
2. Submit a return request by selecting the product(s) you wish to return and providing the reason for the return.
3. Alternatively, contact our customer support team at contact@arafah.shop or call +8801869963922 within 7 days of delivery, providing your order number and details of the product.
4. Our team will review your request and, if approved, provide instructions for returning the product, including a return address or pickup arrangement.
5. Pack the product securely in its original packaging and include all required documentation (e.g., proof of purchase).
6. Ship the product back to us using the provided instructions or arrange for pickup by our designated courier.

Note: You are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective product). We recommend using a trackable shipping method for your protection.

3. Refund Process

Once we receive and inspect the returned product, we will process your refund or exchange based on the following:

• Approval: If the product meets our return criteria, we will notify you via email and process the refund within 7-10 business days.
• Refund Method: Refunds will be issued to the original payment method (e.g., Bkash, Nagad, SSLCOMMERZ, or credit/debit card). If the original payment method is unavailable, we may issue a refund via an alternative method, such as store credit.
• Refund Amount: Refunds will include the purchase price of the product, excluding original shipping costs, unless the return is due to our error. Taxes will be refunded as applicable.
• Exchanges: If you prefer an exchange, we will ship a replacement product (subject to availability) at no additional shipping cost, provided the return meets eligibility criteria.

4. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please initiate a return request via the order tracking page on our App or Website or contact us at contact@arafah.shop within 48 hours of delivery. Provide photos and a description of the issue. We will arrange for a replacement or full refund, including return shipping costs, at no additional cost to you.

5. Cancellations

You may cancel an order before it is shipped by using the order tracking page on our App or Website or by contacting us at contact@arafah.shop or +8801869963922. If the order has already been shipped, it will be treated as a return, subject to the conditions above.

6. International Orders

For international customers, returns are subject to the same conditions as domestic orders. However, you are responsible for return shipping costs and any applicable customs duties or fees, unless the return is due to our error. Please check local regulations before returning products.

7. Your Responsibilities

You are responsible for ensuring the product is returned in its original condition and securely packaged. We are not liable for items lost or damaged during return shipping. Please retain proof of return shipment until your refund or exchange is processed.

8. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in our practices or legal requirements. We will notify you via email or in-App notice for material changes. The updated policy will be effective upon posting on our Website or App.

9. Contact Us

If you have questions about this Return and Refund Policy or need assistance with a return, please contact:

Arafah Shop Ltd.
Plot No. 23 and 25, Sonargaon Janapath, Sector-13, Uttara, Dhaka 1230, Bangladesh
Email: contact@arafah.shop
Phone: +8801869963922
Website: www.arafah.shop

This Return and Refund Policy was last updated on October 7, 2025.