Last updated: 23 August 2026
We want you to be happy with what you buy from us. If something is wrong, tell us quickly and we will fix it. This page sets out exactly what we will do, so there is nothing to argue about later.
The short version
- You have 7 days from delivery to request a return or replacement.
- If the item is defective, damaged or the wrong product, we pay the return shipping and you get a replacement or a full refund — your choice.
- If you simply changed your mind, you pay the return shipping, and the item must come back unused and in its original box.
- Refunds are paid by bKash, Nagad or cash, within 7 working days of us receiving the item back.
1. Return window
Requests must reach us within 7 calendar days of the date the parcel was delivered to you. Contact us on WhatsApp at 01728510359 or email info@fahmoon.com with your order number and a photo or short video of the problem.
2. Defective, damaged or wrong item
If we sent you the wrong product, or the product arrived damaged, or it stops working within the return window through no fault of yours:
- We arrange and pay for the return pickup.
- You choose a free replacement or a full refund, including the delivery charge you originally paid.
- We do not ask you to prove anything beyond a photo or video showing the fault.
Delivery-time check: please open the parcel and check the product while the delivery agent is still with you. Cash on delivery gives you that right — use it. A fault reported at the door is resolved fastest.
3. Change of mind
If you no longer want the product, you may return it within 7 days provided that:
- It is unused, unwashed and undamaged.
- All original packaging, manuals, cables, chargers and free gifts are included.
- Any protective seals or screen films are intact.
You pay the return courier charge. We refund the product price. The original delivery charge is not refunded.
4. What cannot be returned
- Products damaged by misuse, dropping, water, unauthorised repair or a power surge.
- Products returned without their original box and accessories.
- Products where a seal has been broken on a hygiene item, such as in-ear earbuds, unless the item is faulty.
- Requests made more than 7 days after delivery.
5. How refunds are paid
Because we sell on cash on delivery, refunds are sent by bKash or Nagad to the number you give us, or paid in cash if you collect in person. We process refunds within 7 working days of receiving the returned item and confirming its condition. We will send you a message when the refund is sent.
6. Cancelling an order
You can cancel any order free of charge before it has been handed to the courier. Message us on WhatsApp with your order number. Once a parcel is with the courier, please refuse it at the door instead — repeatedly refusing delivered parcels may mean we ask for advance payment on future orders.
7. Exchanges
Want a different colour or model instead? Tell us within the 7-day window. If the replacement costs more, you pay the difference on delivery; if it costs less, we refund the difference.
Still have a problem?
Message us and a person will answer — we do not hide behind forms.
WhatsApp / Phone: 01728510359
Email: info@fahmoon.com