Assalamu Alaikum,
Dear Valued Customer,
At Ratul’s Gallery, customer satisfaction is at the heart of everything we do. We are a customer-first e-commerce platform dedicated to ensuring your shopping experience is smooth, reliable, and secure. Our Exchange, Return & Refund Policy is transparent and fair — designed to solve any issues you may face, In Sha Allah.
If any inconvenience arises due to our service or product, we will take full responsibility to resolve it promptly. We kindly request your cooperation by providing the necessary information as per our policy.
🛍️ Exchange Policy
1. Unboxing Video is Mandatory
Please record a video or take a photo while unboxing your parcel. If you receive a damaged or missing item, the video or photo will serve as essential proof.
Important: Claims for missing items without an unboxing video or photo will not be accepted.
2. Wrong or Defective Product Received
If you receive an incorrect or faulty item, you must file a claim within 7 working days from the date of delivery. In such cases, we will replace the product at no extra delivery charge.
Please contact our customer support team with the required information.
3. Exchange Due to Personal Preference
If you received the correct product but wish to exchange it for a different item (e.g., different shade or type), please contact us within 7 days of receiving the product via email, phone, or Facebook page.
In such cases, the customer is responsible for paying the 2-way shipping charge.
4. No Claims After 7 Days
We will not accept any exchange or return requests after 7 calendar days from the delivery date.
5. Proof of Valid Claim Required
Kindly provide proper evidence (e.g., photos, videos, order ID) while submitting any claim.
🔁 Return & Refund Policy
1. Instant Return at Delivery
If you receive the wrong or defective product, you may instantly return it to the delivery person on the spot.
2. Mind Changed / Customer Not Available / Dissatisfaction
If you wish to return a product due to a change of mind, absence during delivery, or if the product doesn’t meet your expectations —
You will need to pay only the delivery charge:
- Inside Dhaka: ৳60
- Outside Dhaka: ৳100
3. Used or Opened Products Cannot Be Returned
Products that have been used for more than one day or opened from their sealed packaging (if applicable) are non-refundable and non-exchangeable.
4. Return or Refund Request Timeframe
To request a return or refund, please contact us via Facebook Messenger or phone within 7 working days of receiving the product.
5. Required Information Must Be Provided
Whether you contact us via Messenger or customer care, you must share accurate information for us to process your request.
📞 Customer Care: 01764835368
6. Refund Process
To claim a refund, the product must be returned to us. Once we receive the returned product in its promised condition, your refund will be processed.
Refunds may take 7–15 working days to complete, depending on the payment method and bank processing time.
⏳ Response Timeline
Once you request an exchange, return, or refund via Messenger, one of our representatives will contact you via phone within 1–3 working days.
If you do not receive a response within 3 days, please email us at:
Final Note
Dear customer, if you do not agree with our Return, Refund & Exchange Policy, we kindly request you not to proceed with the order.
Thank you for trusting Ratul’s Gallery.
We’re always here to assist you and ensure you have a wonderful experience with us.
— Problem Solving Team
Ratul’s Gallery