Return & Replacement Policy

Return & Replacement Policy for Nene Mart

What is the procedure to return a product?

You have 3 calendar days after item delivery, to notify us that you want to return your product. If your item meets all the requirements, your return can be initiated by calling our Customer Service at 09666745745.

Simply follow the 6 steps stated below:

Step 1: Check if your product meets all the conditions for returning a product.

Step 2: Contact Nene Mart’s Customer Service to submit a complaint / request for return.

Step 3: Fill in the return form given with the invoice.

Step 4: Choose your preferred method of product return when you call Customer Service

Step 5: Your returned product will go through a Quality Check.

Step 6: If validated, you will get product Return / Replacement.

NOTE:

 You must show the original Customer Copy of the Invoice to authenticate your purchase, at the time of handing over the product.

Nene Mart has the easiest 3 Days Easy Return Policy.

How much time do you have to return a product?

Items sold on Nene Mart can be returned within a period of 3 calendar days from the delivery date, provided they are eligible for return. For example: If you receive your product on the 5th of any month, you have time until the 8th of that month to contact Nene Mart’s Customer Service center. Customer Service agents are available from 9:00 am – 12:00 am, 7 days a week (except on national holidays e.g. Eid).

NOTE:

You have 3 calendar days from the day you receive your purchased product, to call Nene Mart to initiate your return. Unfortunately, we will not accept returns past 3 days of your product delivery, or if you do not have the original copy of the Customer Copy Invoice. If the nature of your complaint refers to damages, we advise you to check if your product has a warranty.

How do I request for a return?

Option 1: Communicating with us by Facebook page or Nene Mart website.

Option 2: By calling Nene Mart’s Customer Service on +8809666745745

Option 3: Directly drop off the product at the office premises or by post by eCourier Service.

Option 4: Request online by clicking on My Account followed by clicking on the Return/Replacement section then “Request new Return”.

What are the conditions for returning a product?

If you have bought any product from us, and want to return it, please refer to the requirements stated in the charts below to know the conditions for returning your product whether it is an electronic product or a fashion & lifestyle item.

Conditions for Return or Replacement for Electronics

Reasons for return

YOUR RETURN MUST BE :
(x : Not Required |
: Required)

New condition

Sealed condition

Complete (including warranty cards, manuals, certificates of authenticity, tags, etc.)

Not damaged

Tags & labels attached

Damaged

x

x

x

Defective

x

x

Not as advertised

Wrong item delivered

Product seal should not be broken EXCEPT for an item type that cannot be differentiated visually based on information provided on the box or packaging only

Missing parts / items

x

x

Change of mind

Signs of usage

x

x

x

x

Doubts on the authenticity

x

x

x

x

Product is expired

x

x


NOTE:

 Complaint must be submitted within 3 calendar days after product delivery.

In the event that your return does not meet the requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed.

The “No Returns” Category products can only be returned, within 3 calendar days, if the product boxes are sealed and in new condition as it was delivered.

How to make a product return & what do I need?

Contact Customer Service at support@NeneMart or 09666745745 to confirm that your product is eligible for return. We will explain to you the return procedure, and arrange a pick-up. Please be prepared to give the following information when you call Customer Service:

  1. Your order number.
  2. The reason for the return.
  3. The original copy of the Customer Copy of the Invoice
  4. The method of the return/replacement that you would prefer and the necessary information associated.
  5. Where and when the product should be picked-up.

 NOTE:

 For pick-ups, we will make maximum 3 attempts at picking up the product. In an event where, after 3 attempts, you have failed to handover the product to us, we will cancel your request for return, replacement or refund.

How to send your product to Nene Mart? How much will it cost you?

Our Customer Service will arrange for pick-up of the product from your address, free of delivery charge. If you live outside Dhaka, please send your product by eCourier Service. If your return claim is validated, we will reimburse your courier charge.

Where to return the product?

In an event where you have failed to provide your product to our pick-up, kindly have your returns shipped or dropped-off to our -

Returns Mailing Address:

Plot 21, Sonargaon Janapath Road, Sector 13, Uttara, Dhaka - 1230, Bangladesh

Once your product is received by Nene Mart, what are the checks being done?

Once your product is received, your product will be checked by our Quality Control team. We will test whether the products fails to perform as you have claimed in your return form. We will also make sure that your product meets all the requirements for a return as stated in our policy.

How to request a refund and what are the conditions?

Refunds are made only when the request is made within 3 calendar days of the purchase. And the purchased product must be in sealed/intact condition to be eligible for a refund. Otherwise, there will be no option for any refund.

How long does the validation or invalidation of the refund take?

This quality evaluation process takes at least 7 business days depending on the refund method. Once completed, we will send you an e-mail or call you to give you the result of the quality evaluation.

What are the Refund Modes?

If the refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support.

Refund Method

Processing Time

Voucher

2-3 Business Days

Bank Transfer

3-9 Business Days

Credit Card Reversal

7-12 Business Days

NOTE:

 Any postage fee incurred during the returns, please send us your postage fee with receipt for us to refund to you. Processing time will be the same as bank transfer method.

Can you request an exchange rather than a refund?

If you prefer to exchange your product, just let Customer Service know and we will call you as soon as your product has been received, and we have looked into the availability of the requested product. But the product must be totally sealed/intact for any exchange.

If you choose a refund voucher, you can also use it to buy any product on Nene Mart within the voucher amount.

If your returned product is not validated for return, how are you informed?

If your return is invalid, then we will call you to explain the issue and send the item back to you. We will arrange the delivery of the item. You can still avail warranty if you have.

NOTE:

 We will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure but we will keep the product with us for a maximum of 15 days for you to retrieve from our office premises.