Refund and Returns Policy

At Kids & Family Mart, we want you to feel confident when shopping for your family. If there is a problem with your order or you need to request an eligible return, exchange, or refund, our support team is here to help.

Please review the conditions below before submitting a return request.

1. Return Window

Eligible products can be requested for return within 7 days of delivery.

The return period begins from the date the order is delivered to you.

Please contact us as soon as possible if you believe there is an issue with your order.

2. Return Eligibility

To be eligible for a standard return, the product should generally:

Be unused and in its original condition
Include the original packaging where applicable
Include accessories, manuals, tags, or other items supplied with the product
Show no signs of misuse, damage, washing, alteration, or excessive handling
Be accompanied by the relevant order information or proof of purchase

Returns are subject to review before approval.

3. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, materially different from what you ordered, or the wrong item has been delivered, please contact us promptly.

To help us review the issue, we may ask for your order number and clear photos or video showing the product, packaging, and problem.

Once the issue is verified, our team will explain the available replacement, exchange, return, or refund options.

4. Products That May Not Be Returnable

For hygiene, health, and safety reasons, certain products may not be eligible for a change-of-mind return once they have been opened, used, washed, unsealed, or otherwise made unsuitable for resale.

This can include hygiene-sensitive baby-care, feeding, personal-care, or similar products where appropriate.

This restriction does not remove any rights you may have where a product is defective, damaged, incorrect, or otherwise required to be accepted under applicable law.

5. How to Request a Return

To request a return, contact Kids & Family Mart within the applicable return period.

Please provide:

Your name and contact information
Your order number
The product you want to return
The reason for the return
Photos or video where needed to show an issue

Our support team will review your request and provide the next steps.

Please do not return a product without first contacting us and receiving return instructions.

6. Return Inspection

Returned products may be inspected after they are received.

We may check the product condition, packaging, accessories, order information, and stated reason for return.

After inspection, we will confirm whether the return has been approved and what resolution is available.

7. Exchanges and Replacements

Where appropriate, an eligible product may be exchanged or replaced.

Replacement availability depends on current stock.

If the same product is unavailable, we may discuss another available option or an applicable refund with you.

8. Refunds

When a refund is approved, it will be processed using an appropriate available refund method.

The time required for the refunded amount to appear can vary depending on the payment method, bank, mobile financial service, or other payment provider involved.

We will provide relevant information once the refund has been processed from our side.

9. Return and Delivery Charges

If a return is required because Kids & Family Mart supplied an incorrect, damaged, or verified defective product, applicable return or replacement delivery arrangements will be handled according to the circumstances of the case.

For other eligible returns, delivery or return-shipping charges may apply where appropriate.

Any applicable charges will be communicated before the return is completed.

10. Order Cancellation

If you want to cancel an order, please contact us as soon as possible.

We will try to process cancellation requests before the order is dispatched.

Once an order has already been dispatched or handed to the courier, cancellation may no longer be possible and the normal return process may apply after delivery.

11. Missing Items or Delivery Issues

If an item is missing from your order or you believe the package was affected during delivery, please contact us promptly.

Please keep the original packaging and provide relevant photos or video where possible until our team has reviewed the issue.

For general delivery delays or tracking questions, please refer to our Shipping & Delivery Policy.

12. Contact Us

If you have questions about a return, exchange, replacement, or refund, please contact our support team.

Kids & Family Mart
Dhaka, Bangladesh
Phone: +8801841-259871
Email: support@kidsfamilymart.com

When contacting us about an existing purchase, please include your order number so we can assist you more efficiently.