1. The processing time of your refund
depends on the type of refund and the payment method you used.
2. The refund period / process starts
when kultuer.com has processed your refund according to your refund type.
3. The refund amount covers the item
price and shipping fee for your returned product.
Refund Types
kultuer.com will process your refund
according to the following refund types
1. Refund from returns – Refund is
processed once your item is returned to the warehouse and QC is completed
(successful). To learn how to return an item, read our Return Policy.
2. Refunds from canceled orders –
Refund is automatically triggered once cancellation is successfully processed.
3. Refunds from failed deliveries –
Refund process starts when the item has reached the seller. Please take
note that this may take more time depending on the area of your shipping address. Screen
reader support enabled.
Payment Method
Refund Option
Refund Time
Debit or Credit Card
Debit or Credit Card Payment Reversal
10 working days
Equated
Monthly Installments
Debit or
Credit Card
10 working
days
Rocket (Wallet DBBL)
Mobile Wallet Reversal / Rocket
7 working days
DBBL Nexus
(Online Banking)
Card
Payment Reversal (Nexus)
7 working
days
bKash
Mobile Wallet Reversal / bKash
5 working days
Cash on
Delivery (COD)
Bank
Deposit
5 working
days
Note: Maximum
refund timeline excludes weekends and public holidays.
Modes of Refund
Description
Bank Deposit
The bank account details provided must be
correct. The account must be active and should hold some balance.
Debit Card or Credit Card
If the refunded amount is not reflecting in your card
statement after the refund is completed and you have received a notification
by Fenibazr.com.bd, please contact your personal bank.
bKash / Rocket Mobile Wallet
Similar to bank deposit, the amount will be refunded
to the same mobile account details which you inserted at the time of payment.
Important Note: The Voucher discount code can only be applied
once. The leftover amount will not be refunded or used for the next
purchase even if the value of order is smaller than voucher value.
Returns Policy
1.If your product is
damaged, defective, incorrect, or incomplete at the time of delivery, please
raise a return request on Kultuer app or website. Return request must be raised within 3 days from the date of
delivery.
2.For electronic
appliances & mobile phones related issues after usage or after the return
policy period, please check if the product is covered under seller warranty or
brand warranty. For more information on warranty claims, please view
our Warranty Policy.
3.For selected categories,
we accept a change of mind. Please refer to the section below on Return
Policy for Category for more information.
Valid reasons to return an
item.
1.Delivered product is
damaged (ie physically destroyed or broken) / defective (eg unable to switch
on)
2.Delivered product is
incomplete (ie has missing items and / or accessories)
3.Delivered product is
incorrect (ie wrong product / size / color, fake item, or expired)
4.Delivered product does
not match product description or picture (ie product not as advertised)
5.The delivered product
does not fit. (ie size is unsuitable)
Returns Policy for
Category
Please note that certain items marked
as non-returnable on the product page are not eligible for return. For
more information view the complete list of non-returnable items.
Phones and Tablets
Phones, Tablets, Batteries & Chargers, Earphones
& Headsets, Mobile & Tablet Accessories Change of Mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. Note: We do
not accept returns for any used items. For mobile phones, you may raise
a return request directly with Kultuer if the device is dead on arrival (ie
does not switch on completely). If the mobile phone has already been
activated *, please contact the seller or brand warranty
provider directly for information regarding the manufacturer’s warranty.
* Mobile phone is considered activated once SIM card has been inserted or
when the phone has been connected to the internet via Wi-Fi.
Fashion
Clothing, Apparel, Sunglasses, Shoes & Accessories Change of mind is applicable for return and
refund If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment. Items
must be unworn, unwashed, and unaltered with their tags intact. Any
items found used will be rejected and returned back to customers.
Bags, Eyewear, Jewelery, Watches, Women’s Intimate
Apparel & Men’s Innerwear. Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment. Items
must be unworn, unwashed, and unaltered with their tags intact. Any
items found used will be rejected and returned back to customers. Items that are non-returnable: All custom-made
items, Fine Jewelery (gold, diamonds, gems etc.)
Beauty & Health
Makeup, Fragrance, Moisturizers, Creams, Scrubs, Oils,
Bath & Body Accessories, Personal Care & Health, Sexual Wellness,
Shape wear, Food Supplements Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment. Note: For device-related issues after usage or
expiration of return policy period, please check if the item is covered under
Seller or Brand Warranty. Refer to our Warranty Policy for
information on the different warranty types and ways to contact the seller /
manufacturer. Items that are non-returnable: All
types of Beauty Services
Appliances
Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment. Note: For device-related issues after usage or
expiration of return policy period, please check if the item is covered under
Seller or Brand Warranty. Refer to our Warranty Policy for
information on the different warranty types and ways to contact the seller /
manufacturer.
Computing & Gaming
Laptops, Certified Refurbished Laptops, Components,
Processors, Projectors, Storage, Printers, Scanners, Headphones, Speakers,
Consoles & PC / Video Games, Gaming Consoles & Accessories, Software
CDs Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. Note: We do
not accept returns for any used items. For laptops with brand warranty, Kultuer
will only accept returns if the device is dead on arrival (ie does not switch
on completely). Once the brand seal has been opened or removed, please
contact the seller or brand warranty provider directly for
information regarding the manufacturer’s warranty. Items that are non-returnable: All software
products that are labeled as non-returnable on their product details
page Note: For any software-related technical issues
or installation issues, please contact the brand warranty
provider directly for information regarding the manufacturer’s warranty.
TVs, Audios & Cameras
Televisions, Headphones, Speakers, Cameras, Drones,
Lenses, Flashes, Filters, Microphones, Video Glasses, Remote Controllers,
Musical Instruments, Audio & Entertainment Equipment’s, Portable Players,
Other Accessories Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. Note: For
device-related issues after usage or expiration of return policy period,
please check if the item is covered under Seller or Brand Warranty. Refer
to our Warranty Policy for information on the different warranty
types and ways to contact the seller / manufacturer. Items that are non-returnable: Movies, TV Series
& Music voucher or services
Home & Living
Bedding & Bath, Furniture & Lighting, Kitchen
& Dining, Home Décor, Home Improvements, Household & Home Storage
Supplies, Lawn & Garden, Other Accessories Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. Note: For
device-related issues after usage or expiration of return policy period,
please check if the item is covered under Seller or Brand Warranty. Refer
to our Warranty Policy for information on the different warranty types and
ways to contact the seller / manufacturer. Items that are
non-returnable: Any custom-made items
Sports & Travel
Clothing, Apparel, Shoes & Sunglasses Change of mind is applicable for return and
refund (excluding non-KultuerMall items shipped from overseas). If the item
received is damaged, defective, incorrect, or incomplete, a refund will be
issued based on Kultuer’s assessment. For overseas products, please refer to
the product page to check the applicable return reasons.
Bags & Luggage, Sport Watches, Team & Racket
Sports, Dance & Gymnastics, Exercise & Fitness, Sports Nutrition
& Supplements, Outdoor Equipment, Fitness & Other Sports Equipment Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. For overseas products, please refer to
the product page to check the applicable return reasons. Note: For device-related issues after usage or
expiration of return policy period, please check if the item is covered under
Seller or Brand Warranty. Refer to our Warranty Policy for
information on the different warranty types and ways to contact the seller /
manufacturer.
Baby, Toys & Kids
Clothing, Apparel, Sunglasses, Shoes & Accessories Change of mind is applicable for return and
refund (excluding non-KultuerMall items shipped from overseas). If the item
received is damaged, defective, incorrect, or incomplete, a refund will be
issued based on Kultuer’s assessment.
Toys & Games, Baby Care & Hygiene, Baby Gear,
Diapers &Potties, Feeding & Nursing Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment. Note: For device-related issues after usage or
expiration of return policy period, please check if the item is covered under
Seller or Brand Warranty. Refer to our Warranty Policy for
information on the different warranty types and ways to contact the seller /
manufacturer.
Grocer’s Shop
Bakery, Beverages, Baking & Cooking, Cigars &
Cigarettes, Dairy, Packaged Foods, Party Accessories, Snacks, Meat &
Seafood, Fruits & Vegetables Change of mind is not applicable for
return and refund. If the item received is expired, damaged, defective,
incorrect, or incomplete, a refund will be issued based on Kultuer’s
assessment.
Digital Goods
Non-returnable
Other Categories
Books & Stationery Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment.
Pet Supplies Change of mind is not applicable for
return and refund. If the item received is expired, damaged, defective,
incorrect, or incomplete, a refund will be issued based on Kultuer’s
assessment.
Automotive & Motorcycles Accessories and Others Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment. Items that are
non-returnable: Any types of vehicles (cars, bikes etc.),
Installation Services
Medical & Industrial Equipment Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment.
Tools, DIY & Outdoor Change of mind is not applicable for return and refund. If the
item received is damaged, defective, incorrect, or incomplete, a refund will
be issued based on Kultuer’s assessment.
Laundry & Cleaning Change of mind is not applicable for
return and refund. If the item received is damaged, defective, incorrect, or
incomplete, a refund will be issued based on Kultuer’s assessment.
Conditions for Returns
1.The product must be
unused, unworn, unwashed and without any flaws. For fashion products,
products may be tried on to see if the item fits. This will still be
considered as unworn.
The product must include the
original tags, user manuals, warranty cards, freebies, invoice and
accessories.
The product must be returned in
the original and undamaged manufacturer’s packaging / box. If the
product was delivered in Kultuer packaging / box, the same packaging / box
should be returned. Do not put tape or stickers directly on the
manufacturer’s packaging / box.
Non-Returnable Items
Please note that selected items sold
on Kultuer are not eligible for return. Below you will find a consolidated
list of all non-returnable items.
Category
Non-Returnable Items
Fashion
Custom made items, women’s intimate apparel and men’s
innerwear cannot be returned
TVs, Audio & Cameras
Movies and Music cannot be returned
Computing & Gaming
All software products that are labeled as
non-returnable on their product detail pages
Home & Living
Custom made items cannot be returned
Beauty & Health
All items in this category, except for hair removal
and other electronical items
Masher Bazar
All items in this category are non-returnable
Grocer’s Shop
All items in this category
Digital Goods
Digital goods are any goods which are stored, delivered,
and used in its electronic format. All items in this category are
non-returnable once purchased and delivered, unless it is of satisfactory
quality, fit for a particular purpose and as described by the seller.
If you have received a non-returnable item that is
defective / damaged or incorrect / incomplete, please contact us within 3 days of delivery.
NOTE: It is important to indicate the Order Number and
Return Tracking Number on your return package to avoid any inconvenience /
delay in your return process.
If your returned item does not meet
the above requirements, we reserve the right to reject any request for a
refund.
Note: If
your return request has been rejected, the item will be delivered back to you
between 6-8 days. Item will be sent to scrap after three (3) failed
delivery attempts and no refund will be given.
Cancellation Policy
Kultuer retains the right to cancel any order at its sole discretion prior to dispatch and for any reason which may include, but not limited to, the product being mispriced, out of stock, expired, defective, malfunctioned, and containing incorrect information or description arising out of technical or typographical error or for any other reason.
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