At Emela.bd, we are committed to maintaining a transparent and reliable wholesale marketplace for both buyers and vendors. Please review our cancellation, return, and refund policies carefully before placing an order.

1. Order Cancellation

By the Buyer

Buyers may cancel an order before the vendor has confirmed, processed, or shipped the order. Once an order has been marked as “Processing,” “Shipped,” or “In Transit,” cancellation requests may not be accepted.

By the Vendor or Admin

Emela.bd reserves the right to cancel any order due to product unavailability, pricing inaccuracies, suspected fraudulent activity, payment issues, or violations of marketplace policies. In such cases, eligible payments will be refunded to the buyer.

2. Return Policy

Return Eligibility

Buyers may request a return within 7 days of receiving the product, subject to vendor approval and the conditions outlined below.

Product Condition

To qualify for a return, products must:

  • Be unused and undamaged
  • Remain in their original packaging
  • Include all accessories, manuals, and documentation
  • Be in the same condition as received

Damaged, Defective, or Incorrect Products

If a buyer receives a damaged, defective, or incorrect product, a return request must be submitted with clear evidence within the eligible return period.

Non-Returnable Products

The following items may not be eligible for return:

  • Perishable goods
  • Customized or made-to-order products
  • Personal care and hygiene products
  • Opened or used products
  • Products marked as non-returnable by the vendor

3. Refund Policy

Refund Review

After the returned item is received and inspected, the vendor will review the request and determine whether the refund is approved.

Refund Method

Approved refunds will be issued through the original payment method, mobile banking, bank transfer, or store credit, depending on the payment method used and applicable policies.

Refund Processing Time

Refund processing may take 3–10 business days depending on the payment provider, bank, or financial institution involved.

Shipping Charges

Shipping fees are generally non-refundable unless the return is due to a vendor error, defective product, or incorrect item delivered.

4. Vendor Responsibilities

All vendors operating on Emela.bd are responsible for handling return and refund requests related to their products.

Vendors must:

  • Respond to return requests within a reasonable timeframe
  • Provide accurate product information
  • Resolve valid disputes professionally
  • Process approved refunds promptly

If a vendor fails to resolve a legitimate customer complaint, Emela.bd reserves the right to intervene and take appropriate action, including issuing refunds or applying marketplace penalties where necessary.

5. Marketplace Limitation

Emela.bd operates as a multi-vendor marketplace connecting buyers and sellers. While we strive to ensure a safe and reliable shopping experience, product quality, stock availability, delivery performance, and after-sales service remain the responsibility of the respective vendors.

By using Emela.bd, buyers and vendors agree to comply with all marketplace policies and applicable laws of Bangladesh.