Return & Refund Policy

Eligible for Return

• Products received in damaged or defective condition
• Wrong product delivered (different model, color, or specification)
• Products with missing accessories or components
• Products that do not match the description on our website

Not Eligible for Return

• Products with broken seals, removed tags, or signs of use
• Software, digital products, or items with activated licenses
• Consumables (batteries, ink cartridges, cables opened from sealed packaging)
• Products damaged due to misuse, mishandling, or unauthorized repair
• Items returned after the 7-day window without prior approval

Returning a product is straightforward:

1. Contact us — Reach out via email at support@backmart.com.bd or call +880 1717-171717 within 7 days of receiving your order
2. Provide details — Share your order number, the product you want to return, and the reason for the return. Include photos if the item is damaged or defective
3. Get approval — Our team will review your request and provide a return authorization within 24 hours on business days
4. Ship or schedule pickup — Pack the item securely in its original packaging. We will arrange pickup within Dhaka at no extra cost, or provide return shipping instructions for other locations
5. Inspection & resolution — Once we receive and inspect the returned item, we will process your refund or exchange within 3–5 business days

Once a return is approved and the item is inspected:

• Original payment method — Refunds are issued to the original payment method (bKash, Nagad, bank account, or card). Processing takes 5–7 business days depending on your payment provider
• Store credit — If you prefer, we can issue the refund as Backmart store credit, which is applied immediately and never expires
• Cash on Delivery orders — Refunds for COD orders are processed via bKash or bank transfer. We will contact you to confirm your preferred method

Want a different size, color, or model? We are happy to exchange products subject to availability:

• Exchanges follow the same 7-day eligibility window and condition requirements as returns
• If the replacement item costs more, you pay the difference. If it costs less, we refund the difference
• Exchanged items are shipped within 2–3 business days of receiving the original item

For defective products discovered after initial use:

• Manufacturing defects within 7 days of delivery qualify for a full refund or replacement
• Defects discovered after 7 days but within the warranty period are handled under our Warranty Policy

• Damaged/defective/wrong items — Backmart covers all return shipping costs. Within Dhaka, we arrange free pickup
• Change of mind — The customer is responsible for return shipping costs. We recommend using a trackable shipping service
• Outside Dhaka — Return shipping can be arranged through our logistics partners at discounted rates. Contact support for details

Pre-orders for products sourced from international suppliers follow special terms:

• You may cancel a pre-order for a full refund at any time before the product ships from the supplier
• Once shipped, pre-orders are subject to the standard 7-day return policy after delivery
• Custom-configured or made-to-order products cannot be cancelled once production has begun