Refund policy

Return, Refund & Exchange Policy
Last updated: 23 September 2026

At RAWAFA MART, we want customers to receive genuine, safe and correctly supplied baby and mother-care products. Please read this policy before placing an order.

Nothing in this policy limits any mandatory rights available to a customer under applicable Bangladesh law.

1. Check Your Order After Delivery
Please inspect the parcel as soon as possible after delivery.

Contact us within 48 hours of receiving the order if:

  • You received the wrong product, size or variant;
  • A product is missing from the parcel;
  • The product arrived damaged or leaking;
  • The product was expired upon delivery;
  • The product seal was already broken;
  • There is a visible manufacturing defect; or
  • The delivered quantity does not match the order.

Please keep the product, invoice, original packaging and delivery materials while we investigate.

Photographs or an unboxing video may help us resolve the matter faster. However, the absence of an unboxing video will not automatically invalidate a genuine claim.

2. Change-of-Mind Returns
Eligible non-hygiene products may be requested for return or exchange within 7 calendar days of delivery, provided that the product is:

  • Unused and unworn;
  • Unwashed;
  • Unassembled, where applicable;
  • In resalable condition;
  • Complete with its original tags, seals, accessories, manuals and packaging; and
  • Accompanied by the order number or proof of purchase.

Approval remains subject to inspection by RAWAFA MART.

3. Products That Cannot Normally Be Returned
For hygiene, health, safety and contamination-control reasons, we cannot normally accept change-of-mind returns for:

  • Opened packs of diapers, training pants or wipes;
  • Infant formula, baby food, snacks, beverages or nutritional products;
  • Feeding bottles, nipples or teats;
  • Pacifiers, teethers and oral-care products;
  • Breast pumps and accessories that have been opened or used;
  • Skincare, toiletries, cosmetics or personal-care products that have been opened;
  • Maternity and personal-hygiene products;
  • Potty-training and toilet-hygiene products;
  • Underwear or intimate garments;
  • Medicines, supplements or medical products;
  • Personalised or customised products;
  • Gift cards;
  • Clearance or final-sale products clearly marked as non-returnable;
  • Products damaged by misuse, incorrect washing, improper storage, normal wear or failure to follow instructions.

These exclusions do not prevent a claim where the product was supplied incorrectly, damaged, expired, unsafe, materially defective or otherwise subject to mandatory legal remedies.

4. Clothing and Footwear Size Exchanges
Baby or maternity clothing and footwear may be exchanged within 7 calendar days if:

  • It has not been worn, washed or damaged;
  • All tags and packaging remain attached;
  • The requested replacement is available.

For a customer-requested size or colour exchange, the customer will normally bear the collection and redelivery charges.

If we supplied the wrong size or item, RAWAFA MART will bear the reasonable return and replacement delivery costs.

5. Toys, Gear and Durable Products
Toys, strollers, carriers, furniture, feeding equipment and other durable products must be returned with all parts, manuals, packaging and accessories.

A product cannot normally be returned for change of mind after it has been assembled, installed, used or damaged.

Manufacturing-defect and warranty claims may require inspection. Manufacturer or distributor warranty terms may apply where provided with the product.

6. How to Request a Return or Exchange
Contact us before sending any product back.

Please provide:

  • Customer name;
  • Order number;
  • Phone number;
  • Product name;
  • Reason for the request;
  • Relevant photographs or video, where available;
  • Preferred solution: replacement, exchange, store credit or refund.

Contact:
Phone: +880 1601-999070
Email: care@rawafamart.com

Do not send a product to our store, warehouse or courier without receiving return instructions or approval.

7. Return Delivery Charges
RAWAFA MART will bear reasonable return or replacement delivery costs when:

  • The wrong product was supplied;
  • An item was missing;
  • The product arrived damaged, expired or materially defective; or
  • The return resulted from an error by RAWAFA MART.

The customer will normally bear delivery costs for:

  • Change-of-mind returns;
  • Size or colour exchanges;
  • An incorrect address supplied by the customer;
  • Repeated failed delivery attempts;
  • Unjustified refusal to receive an order.

Original delivery charges are normally non-refundable unless the return resulted from our error or applicable law requires otherwise.

8. Inspection and Approval
Returned products will normally be inspected within 3–5 business days after we receive them.

If an item does not meet the return conditions, we may reject the return and arrange to send the product back to the customer. Additional delivery charges may apply.

We will explain the reason if a requested return or refund is not approved.

9. Refunds
After a refund is approved, RAWAFA MART will normally initiate it within 7–10 business days.

Refunds will generally be issued through the original payment method where possible. Cash-on-delivery refunds may be made to a verified bank account or mobile financial-service account supplied by the customer.

The payment provider, bank or mobile financial-service provider may require additional time to reflect the refund.

Any applied discount, promotional benefit, bundle price, loyalty benefit or gift may be recalculated when only part of an order is returned.

10. Exchanges and Replacement Stock
Exchanges and replacements depend on stock availability.

If the requested replacement is unavailable, we may offer:

  • A suitable alternative;
  • Store credit; or
  • A refund for the approved amount.

The final choice will remain subject to applicable law and agreement with the customer.

11. Order Cancellation
An order may be cancelled without a cancellation charge before it has been dispatched.

Once an order has been handed to a courier, cancellation may not be possible. If delivery has already started, applicable delivery or return charges may be deducted where legally permitted.

Pre-orders, special orders, customised orders and specially imported products may have separate cancellation conditions. Any such conditions will be disclosed before payment.

12. Failed or Refused Delivery
Please provide a complete and accurate address and remain available through the supplied phone number.

If an order is repeatedly refused without a valid reason or delivery repeatedly fails because of incorrect customer information, RAWAFA MART may:

  • Recover applicable delivery charges;
  • Require advance payment for future orders; or
  • Restrict cash-on-delivery availability.

13. Product Authenticity or Safety Concern
If you believe a product is not authentic, has been tampered with or presents a safety concern, stop using it and contact us immediately with the batch number, photographs and order details.

We will investigate the matter with the relevant supplier, distributor or manufacturer. Where a claim is confirmed, we will provide an appropriate remedy according to applicable law and this policy.

14. Contact Us
RAWAFA MART
Baby & Mother Care Essentials
Banasree, Dhaka, Bangladesh
Phone: +880 1601-999070
Email: care@rawafamart.com
Website: https://rawafamart.com

Little Needs, Big Happiness