Refund and Return Policy

At Fresmore, customer satisfaction is our top priority. We strive to ensure that every product you receive meets your expectations for freshness, quality, and purity. However, if for any reason you need to return or exchange a product, please follow the guidelines below.

Return Guidelines

If you wish to return an item purchased from Fresmore, either online or offline, please adhere to the following steps:

  1. Change of Mind:

    • If you change your mind after placing an order online, you can cancel it within 1 hour of purchase by contacting our customer service team.

  2. On Delivery Inspection:

    • Inspect the product in the presence of the delivery personnel. If you are unsatisfied for any reason, you may return the product immediately. We value your promptness and cooperation in this process.

  3. Return for Quality Issues:

    • If there is a problem with the quality, price, or validity of the product after delivery, you may return it within 7 days of purchase (for non-perishable items). For perishable food items, returns must be made within 48 hours. Please provide proof of purchase, such as a sales invoice or order number, to facilitate the return.

  4. Replacement or Refund:

    • When you return or replace a product, you will be eligible for a replacement product of equal value or a refund equivalent to the product’s price.
    • To ensure a smooth return process, we request that you record a video while unboxing the product. This video will serve as verification for any refund or replacement request. No claims will be entertained without the video evidence.

Product Delivery Conditions

We aim to provide prompt and convenient delivery for all orders.

  • For home delivery, products can be delivered to locations up to the 2nd floor free of additional charges. For deliveries to higher floors (without a lift), a fee of Tk 10 will be applied for every additional 5 kg beyond 15 kg. If there is a lift, no extra charge will apply.
  • We make every effort to deliver products on the same day of the order. If same-day delivery is not possible, we guarantee delivery within the next 24 hours.

Refund Process

If you need to return a product, we will refund your payment in the same method used for the original purchase.

  • Refunds will be processed within 5-7 business days after the product is returned and inspected.
  • For products purchased at a discounted or offer price, refunds, replacements, or adjustments will be made based on the offer price.

Refunds will be issued in the following order:

  1. In-Store Purchases: Cash refunds for items purchased directly from a Fresmore outlet or warehouse.
  2. Online or Customer Care Purchases: Refunds will be processed through your Mobile Banking Portal (e.g., bKash) or debit/credit card.

Contact Us

For any complaints or issues regarding your online transactions or deliveries, please do not hesitate to reach out to our Customer Care team. We are here to assist you in resolving any concerns swiftly and efficiently.

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