Return & Refund Policy
We always want to achieve our customer's ultimate satisfaction. We did our best to make a return policy with extended service, suitable for our valuable customers.
We strive to make your shopping experience with us delightful. We always aim to deliver the correct product. However, if there is a manufacturing defect or the wrong item is delivered, we offer an Exchange or Return & Refund facility.
We want you to have a hassle-free, smooth, and transparent shopping experience.
Unboxing Video is Mandatory
⚠️ An Unboxing Video is strictly mandatory for any return or exchange request.
No return or exchange requests will be accepted without a clear unboxing video starting from opening the sealed courier packaging.
1Return Policy Guidelines
Intact Condition
When returning, the product must be returned intact with its original box, warranty card, manual, accessories, stickers, labels, and any gift items.
Branded Products
For branded products, customers must not tear manufacturer seals or tamper with branded security packaging.
Pre-Order Items
Pre-order items can be returned only if they are received in a damaged or defective condition.
Where Return, Exchange, Refund, or Warranty Will Not Apply
We cannot accept any return or refund claims under the following conditions:
2Guidelines for Returning Products
Full Package Intact
When returning, the product must be returned intact with its original box, warranty card, manual, accessories, stickers, labels, and any gift items.
Protective Packaging
Do not apply tape or stickers directly to the product box. It must be packed safely inside a separate box or protective packet.
Delivery Method
You can bring the product directly to our office or send it via courier. You must prepay the courier charge when sending it to us.
3Refund & Courier Charge Policy
We will bear the courier charge (up to 70 BDT inside Dhaka and up to 130 BDT outside Dhaka). Any courier fee exceeding this standard amount must be borne by the customer.
If the product is in good condition but the customer still wishes to return or cancel, the customer must bear the payment processing fee and the round-trip delivery charges.
Important Notes
- For physical product returns, the pickup rider will contact the customer using the shipping phone number. If the customer is unreachable, Virtual Mart will not be responsible for pickup failure.
- Customers must return only the approved item(s) mentioned in the return request. Any extra or non-approved items sent will not be Virtual Mart's responsibility.
- To be eligible for return, the product must be sent back with the original shipping label affixed and all accompanying tags, accessories, manuals, and packaging materials intact. Failure to comply with these requirements may result in the return request being declined.
- If return request has been rejected after doing Quality Check (QC), the item will be delivered back to you under a regular delivery timeline. Items will be sent to scrap after three (3) failed delivery attempts and no refund will be given.
- Virtual Mart reserves the right to update or modify this policy at any time based on operational or regulatory requirements.
Our team is always ready to assist you
Your happiness means everything to us — shop with total confidence at Virtual Mart.