FM-LEGAL-005

Return & Refund Policy

Document ID: FM-LEGAL-005
Document Title: Return & Refund Policy
Version: 0.1 (Draft)
Status: 🟡 Draft
Applicable Region: Bangladesh 🇧🇩
Effective Date: Waiting for Approval
Last Updated: 21 July 2026

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1. Our Commitment to Customer Satisfaction

At FeM Lifestyle, customer satisfaction is one of our highest priorities. We understand that sometimes a product may not meet your expectations or an issue may occur during the ordering or delivery process.

This Return & Refund Policy explains when a product can be returned, how the return process works, and what you can expect from us if a return or refund is approved.

Our goal is to make the process fair, transparent, and easy to understand for every customer.

2. Purpose of This Policy

This policy has been created to:

• Explain your rights regarding returns and refunds.
• Ensure fair treatment for both customers and FeM.
• Maintain product quality and hygiene standards.
• Establish a clear and transparent return process.

By placing an order with FeM, you agree to the terms described in this policy.

3. Before You Request a Return

Before requesting a return, we encourage you to:

• Review the product description and size information carefully before ordering.
• Inspect your order as soon as it is delivered.
• Contact our customer support team if you notice any issue.

In many cases, we may be able to resolve your concern without requiring a return.

4. When Can You Return a Product?

You may be eligible to request a return if:

• You received the wrong product.
• The product was damaged during delivery.
• The product has a manufacturing defect.
• You received an incomplete order.
• The delivered product is significantly different from the product description.

Each request will be reviewed individually to ensure a fair outcome.

5. Products That Cannot Be Returned

To protect all customers and maintain product quality, some items may not be eligible for return.

These may include:

• Products that have been used, washed, or altered.
• Products without their original tags or packaging.
• Products damaged due to customer misuse.
• Personalized or customized products.
• Hygiene-sensitive items, where applicable.

Any exceptions will be clearly mentioned on the product page.

6. Return Conditions

To qualify for a return, the product should:

• Be returned in its original condition.
• Include original tags, labels, and packaging (where applicable).
• Not show signs of unnecessary use or damage caused after delivery.
• Meet the return conditions explained by our customer support team.

Meeting these conditions helps us process your request quickly and fairly.

7. How to Request a Return

If you believe your order qualifies for a return:

Step 1

Contact FeM through our official support channels.

Step 2

Provide:

• Your order number.
• Your name.
• A brief explanation of the issue.
• Photos of the product (if applicable).

Step 3

Our team will review your request and guide you through the next steps.

We aim to make this process as simple and transparent as possible.

8. Refund Process

If your return request is approved:

• We will inspect the returned product.
• We will confirm whether it meets our return conditions.
• If approved, your refund will be processed using the applicable payment method.

If a refund cannot be approved, we will explain the reason clearly.

9. Refund Methods (Current / Proposed)

Current

Refund methods will depend on the payment method used for your purchase and the services currently available.

Our customer support team will explain the available options during the refund process.

Proposed

As FeM introduces secure online payment systems, refunds may be processed through:

• Original payment method
• Mobile Financial Services (such as bKash, Nagad, or Rocket)
• Bank transfer
• Other secure payment channels

Details will be updated as these services become available.

10. Processing Time (Proposed)

Return inspections and refund processing times may vary depending on:

• Product inspection.
• Courier delivery.
• Payment provider.
• Banking procedures.

Estimated processing times will be published once our operational processes are finalized.

11. Exchanges (Proposed)

Where operationally possible, FeM may offer product exchanges instead of refunds.

Exchange eligibility, procedures, and conditions will be explained in future updates to this policy.

12. Policy Updates

As FeM grows, this Return & Refund Policy may be updated to reflect:

• Improvements to our services.
• Changes in business operations.
• New delivery or payment partners.
• Changes in applicable laws or regulations.

The latest version will always be available on our website.

13. Contact Us

If you have any questions regarding this policy or need assistance with a return, please contact us.

Email: hello@fem.bd

Website: www.fem.bd

Our customer support team will do its best to assist you promptly and fairly.

Document Credits

Prepared Under the Direction of

Muhfuj Mamun
R&D & Operations
FeM Lifestyle

Strategy & Systems Contribution

NOVA
Chief Strategy & Systems Officer (CSSO)

Business Strategy • Systems Design • Documentation Framework • Process Development

Document Ownership

This document has been prepared exclusively for FeM Lifestyle and forms part of FeM’s official Business Operating System (BOS).