Customers may request a return within 7 days of delivery if:

• The product is defective or damaged
• The wrong product was delivered
• The product significantly differs from its description

The following items are non-returnable unless defective:

• Perishable goods (food, groceries, eggs, spices)
• Personal hygiene and intimate items once opened
• Digital products or services after access
• Customized or made-to-order products

• Items must be unused, unaltered, and in original packaging
• Proof of purchase is required
• Returned items may be inspected before approval

• Approved refunds are processed within 7–10 working days
• Refunds are issued through the original payment method
• If Emela fails to deliver within the promised timeline, customers are eligible for a full refund as per Digital Commerce Guidelines

• Customers may choose a replacement instead of a refund
• Replacement is subject to product availability
• If unavailable, a full refund will be issued

• Refunds exclude customs duties and international shipping unless the error is ours
• Return shipping costs may apply based on location and reason

Refunds may be denied in cases of:

• False claims
• Item misuse or damage after delivery
• Repeated abuse of the return policy

Customers may submit return or complaint requests with:

• Order ID
• Product photos or videos
• Clear description of the issue

Emela commits to resolving complaints fairly and within a reasonable time.

Emela E-commerce Company Limited operates on trust, transparency, and legal compliance, serving customers in Bangladesh and worldwide.