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Return, Refund and Exchange Policy

Our commitment to transparency and service excellence starts with our official Return, Refund and Exchange Policy.

Legal Document
01

Fashion Arc is Bangladesh's first marketplace exclusively for clothing and apparel. We bring small to big brands together on one platform so discovery feels effortless, checkout stays frictionless, and multi-brand orders come with consolidated delivery — eliminating repetitive delivery charges when buying from multiple brands.

Because our model supports two types of orders, the return, refund, and exchange process differs depending on whether the order is from a single brand or multiple brands.

1. Single-Brand Orders

When you buy only from one brand in a single order, we bypass the order directly to that brand.

The brand's own return, refund, and exchange policy applies (including time limits, conditions, and responsibility for return shipping).

Fashion Arc acts only as the platform facilitator — all post-sale matters (returns, exchanges, refunds, defects) are handled directly by the brand.

Please check the specific brand's return policy shown on their product page or contact the brand directly.

2. Multi-Brand Orders

When your order contains products from two or more brands, Fashion Arc handles gathering items from different warehouses, repackaging them together, and sending one consolidated shipment.

Fashion Arc's platform return, refund, and exchange policy applies (detailed below).

Eligibility – Multi-Brand Orders

You can request a return, exchange, or refund if the item:

  • Does not fit, match the description, color, or style shown (for Type I & Type II brands only).
  • Arrives damaged, defective, or with manufacturing faults.
  • Is the wrong item.
  • Is significantly delayed beyond our estimated delivery time.

Brand Flexibility Levels

(Chosen by the brand during onboarding)

Type I – Flexible Brands (Instant Returnable + Outlet Exchange)

  • Return possible instantly without any reason (change-of-mind, fit, or preference).
  • You can return the item immediately to the delivery person at the time of handover (no extra waiting period).
  • Exchange can be done instantly — either via our platform or directly at the brand's physical outlet (if available) for faster, no-delivery exchange.
  • Most customer-friendly — ideal for brands wanting maximum trust and conversion.

Type II – Instant Returnable Brands

  • Return possible instantly without any reason (change-of-mind, fit, or preference).
  • You can return the item immediately to the delivery person at the time of handover (no extra waiting period).
  • Exchange available only through our platform (no outlet exchange option).
  • Balanced flexibility — supports easy returns while keeping the process on-platform.

Type III – Strict Brands

  • Return or exchange possible only if there is:

    • A defect
    • Damage
    • Wrong item delivered
    • Significant delivery delay

  • No change-of-mind, fit, or preference-based returns accepted.

  • Focused on protecting brand margins and minimizing unnecessary returns.

Conditions for Approval – Multi-Brand Orders

  • Item must be unused, unworn, and unwashed.
  • No signs of use, odor, stains, or alteration.
  • Original tags, labels, hygiene stickers, and packaging must remain intact.
  • Proof of purchase (order ID or invoice) is required.
  • Innerwear, swimwear, socks, and personalized/custom items are non-returnable unless defective.

Special Return Case – Defective Products Checked Within 24 Hours (Late Return)

If you discover a visible defect (e.g., manufacturing fault, transit damage, missing parts) within 24 hours of delivery (after the instant handover window), follow this fast-track process:

  • Contact us immediately via:

  • Provide clear proof:

    • High-quality photos of the defect
    • Tags intact
    • Original packaging
    • Order ID

Additional Requirements for 24-Hour Defect Claims

  • Provide a detailed written description of the issue.
  • We review claims urgently (usually within 24–48 hours).

If Approved:

  • Return

    • We arrange pickup.
    • Return is completely free — no delivery charge deducted from your refund.

  • Exchange

    • Replacement will be sent (subject to availability).
    • A standard delivery charge may apply for the new shipment.
    • If exchange is not possible, a refund will be issued.

Who Pays Return Shipping

1. Full Batch Return

(Entire multi-brand order returned)

  • If due to defect, damage, wrong item, or delivery delay

    • No return shipping charge applies.
    • Return shipping is completely free.
    • Refund will be processed.

  • If due to change of mind, preference, or fit issues (Applicable only for Type I & Type II brands)

    • Standard return shipping/delivery charge applies.
    • Refund will be processed after applicable deductions.

2. Partial Return

(Only some items returned; others kept)

  • Standard return shipping/delivery charge applies.
  • Refund for the returned items will be processed after pickup and inspection.

3. Partial Exchange

(Only some items requested for exchange; others kept)

  • Exception — If due to defect, damage, wrong item, or delivery delay

    • No return shipping/delivery fee will be charged.

  • Otherwise (e.g., change of mind, preference, or fit issues)

    • Standard return shipping/delivery charge applies.

Important Note on Standard Return Shipping/Delivery Charges

(Applies to partial returns, partial exchanges for customer reasons, or full-batch change-of-mind cases)

The applicable charge can be handled in either of the following ways:

  • Paid instantly via:

    • bKash
    • Nagad
    • Rocket
    • Upay
    • Cash to the pickup agent/courier at the time of collection

OR

  • Deducted directly from your refund amount (to cover the consolidated pickup cost).

Refund Timeline

  • Refunds are processed to your original payment method (bKash, Nagad, Rocket, Upay, etc.)
  • Processing time: 2–10 working days after we receive and inspect the returned item(s).
  • In many cases — especially for defect-related returns — refunds are completed within 24 hours after approval.
  • The refund amount covers the full cost of the returned product(s).
  • If any delivery or return shipping charge is applicable (e.g., preference-based returns or partial returns), it will be deducted before processing the refund.

Special Cases

  • Fraud / Abuse Prevention Repeated abusive return behavior may result in denial of future return requests.

  • Dispute Resolution Contact us first via:

    If unresolved, the matter may be escalated to DNCRP.

This policy keeps Fashion Arc hassle-free: one platform, many brands (with flexible return types), consolidated delivery savings, instant returns for most brands, and fast defect resolution — so you shop confidently without repetitive delivery concerns.