Cancellation, Return & Refund Policy

We cover a 3 Days Replacement Guarantee (except intact box or packet) for physical products sold on Masroor Telecom.

• The replacement request must be raised within 24 hours after getting the delivery.
• Refund is only applicable to the canceled order items due to product unavailability.

REQUIREMENT FOR A VALID RETURN:

• Proof of purchase (order number, invoice, etc)
• The reason for return has to be valid and return acceptance conditions met (check out below)
• If you find any item missing, or if anything is damaged, please immediately return the package to your
  delivery agent. After you accept the package, we are unable to receive claims for missing, wrong or
  defective items.

VALID CONDITIONS AND REASONS TO RETURN AN ITEM (General):

• Delivery of wrong product
• Delivery of defective product
• Delivery of the products with missing parts
• Incorrect content on the website

CONDITIONS AND REASONS TO RETURN A RFL PRODUCT(s):

• Product(s) cannot be returned once received by the customer.
• Customers are requested to check the product before receiving the product(s).

THE FOLLOWING PRODUCTS CANNOT BE RETURNED:

• Underwear
• Swimwear
• Skincare, Cosmetics & Perfumes
• Personal hygiene items such as earrings, wigs, and combs
• Consumables such as cigars and beverages

INSTALLATION SERVICE TERMS:

• For products that require installation/fitting, the installation service will be provided within 3 working days from the day of product receiving.
• Product(s) cannot be returned once received by the customer.

CANCELLATION & REFUND DUE TO PRODUCT UNAVAILABILITY:

1. Delivery of the ordered items is subject to the availability of the products at our vendor's depot/warehouse/store. Masroor Telecom authority may cancel any order within 4 to 25 working days if the stock of the ordered item(s) is temporarily unavailable.
   
   
2. If the customer agrees to wait for the availability of the stock of the product(s), the order may remain in open/processing/hold status for a maximum of 30 days.
   
   
3. In the case of clause (a), if the customer has already made an advance payment against the order, the customer will receive a full refund, if not received any cashback, within 1-10 working days. The received Cashback amount will be adjusted with the refund amount.
   
   
4. After confirming any Order, if the order is canceled by the customer and online payment is already made by the customer against that order, Masroor Telecom will charge an Online Gateway Transaction fee while disbursing the refund amount.
   
   
5. Advance payment is required for the delivery of certain vendors' products. We may cancel any order if the advance payment is not made by the customer for such orders.

RETURN/REPLACEMENT GUARANTEE MAY NOT APPLY IN ANY OF THE FOLLOWING CONDITIONS:

• Damages due to misuse of the product

• Incidental damage due to malfunctioning of product

• Any consumable item which has been used or installed

• Innerwear, lingerie, socks, and clothing freebies

• Products with tampered or missing serial / UPC numbers

• Any damage/defect which is not covered under the manufacturer's warranty

• Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered.

N.B: Replacement of the product is subject to availability of the same on Masroor Telecom.

Same/Next Day Delivery

• Only applicable for Selected Vendors' Order delivery inside Dhaka city.
• Orders confirmed before 10:00 am will be considered for same/next-day delivery.
• Products which are stored at our office are only eligible for same/next-day delivery.
• Order processing time count will start after the order is processed by one of our Customer Service agents.
• Othoba reserves the right to deliver or cancel any order.
• Customer can request for canceling any order if he/she doesn't agree with the same/next day delivery terms & conditions.