Return and Refund Policy

Last Updated: February 18, 2026

At Hena’s Emporium, we are committed to ensuring a fair and transparent shopping experience. If you are not satisfied with your purchase, our return and refund policy is outlined below.

1. Conditions for Return

Under Bangladesh’s consumer protection guidelines, you may request a return or exchange if:

  • The product is damaged or defective upon arrival.

  • The product does not match the description or image shown on the website.

  • The wrong size, color, or item was delivered.

Requirements for a valid return:

  • The request must be made within 3 days of receiving the delivery.

  • The item must be unused, unworn, unwashed, and in its original packaging.

  • All original tags, labels, and the invoice/bill must be included.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are delivered damaged or incorrect:

  • Cosmetics & Skincare: Once the seal is broken or the product is used.

  • Jewelry (Ornaments): Earrings and other intimate accessories.

  • Handmade Items: Slight natural variations in handmade products are not considered defects.

3. Return Process

  1. Report the Issue: Contact us within 24–72 hours of delivery via WhatsApp (+880 1719-195020) or email (info@henasemporium.org).

  2. Provide Proof: Please share a clear photo or unboxing video of the defective/wrong item.

  3. Pickup/Send Back: * If you are in Jessore, we may arrange a pickup.

    • For other locations, you may need to send the item back via a trusted courier (SA Paribahan, Sundarban, etc.).

    • Note: If the return is due to our error, we will bear the shipping cost. If it is a “change of mind” (where applicable), the customer must pay the return shipping.

4. Refund Policy

If a replacement is not available or an order is canceled due to stock issues, a refund will be issued:

  • Timeline: As per Bangladesh Bank and Ministry of Commerce guidelines, refunds will be processed within 7–10 working days.

  • Method: The refund will be sent through the same channel used for payment (bKash, Nagad, or Bank Transfer).

  • Delivery Charges: Initial delivery charges are non-refundable unless the error was on our part.

5. Order Cancellation

  • Before Shipping: You can cancel your order at any time before it has been handed over to the courier.

  • After Shipping: Once the product is with the courier, cancellation is not possible. If you refuse the package at the door, the customer may be liable for the delivery charge.

6. Contact for Complaints

If you face any issues with your refund or return, our compliance team is here to help:

  • Hotline: +880 1719-195020

  • Office: Biswas Bari, South Bus Stand, Manirampur Bazar, Jessore.