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Exchange & Refund Policy

At SAFA, customer satisfaction is our priority. We carefully inspect every order before dispatch to ensure it reaches you in excellent condition. However, if you receive a damaged, defective, incorrect, or incomplete item, we are here to help.

This Exchange & Refund Policy explains when you may request an exchange or refund, the conditions that apply, and the steps to follow.

1. Eligibility for Exchange or Return

You may request an exchange or return within 7 days of receiving your order, provided the item meets the eligibility requirements below.

To qualify, the product must:

  • Be unused, unworn, and unwashed.
  • Be free from stains, perfume, odors, or customer-caused damage.
  • Be returned with all original tags, labels, packaging, and accessories intact.
  • Be accompanied by the original invoice, order number, or another valid proof of purchase.

Items that do not meet these conditions may not be eligible for exchange or refund.

2. Damaged, Incorrect, or Missing Items

If you receive a product that is damaged, defective, incorrect, or incomplete, please notify SAFA within 7 days of delivery.

To help us process your request quickly, please provide:

  • Your order number.
  • Clear photographs of the product and packaging.
  • An unboxing video, where available.
  • A brief description of the issue.

Please keep the product, original packaging, tags, and invoice until your claim has been reviewed.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, certain products may not be eligible for exchange or return.

These may include SAFA's confirmed exclusions, such as:

  • Innerwear
  • Customized or altered products
  • Gift Cards
  • Clearance or final-sale items
  • Products specifically marked as non-returnable

Only include items that SAFA officially excludes from returns.

4. How to Request an Exchange or Return

To request an exchange or return, contact SAFA through WhatsApp: +880 1711-924984 with your order number and the reason for your request.

If your request relates to a damaged or incorrect item, please include supporting photographs or an unboxing video.

After reviewing your request, our customer support team will provide instructions for returning the product. Please do not send any item back before receiving confirmation from SAFA, as unauthorized returns may not be accepted.

5. Exchange Process

Once the returned product is received and passes our quality inspection, we will process your exchange.

If the requested replacement item is available, it will be shipped as soon as possible.

If the same product is unavailable, SAFA may offer one of the following options:

  • A similar product of equal value.
  • Store credit.
  • An eligible refund in accordance with this policy.

6. Refund Policy

Refunds are issued only after the returned item has been received, inspected, and approved by SAFA.

If your refund is approved, the amount will be returned through the original payment method whenever possible, or another method permitted by applicable law.

Refunds are generally processed within 7 working days after approval. However, banks, mobile financial service providers, or payment gateways may require additional processing time before the refunded amount appears in your account.

7. Return Shipping Costs

If the return or exchange is required because of:

  • A damaged product,
  • A manufacturing defect,
  • An incorrect item sent by SAFA, or
  • A delivery error caused by SAFA or our delivery partner,

SAFA will bear the applicable return or replacement shipping costs.

If the return is requested because of:

  • A change of mind,
  • Incorrect size selection,
  • Personal preference, or
  • Any reason not caused by SAFA,

the customer may be responsible for the return shipping charges. Any applicable charges will be explained before the return process begins.

8. Inspection and Approval

Every returned product is carefully inspected before an exchange or refund is approved.

SAFA reserves the right to reject requests if the returned item:

  • Shows signs of use or washing.
  • Is missing original tags or packaging.
  • Has been damaged after delivery.
  • Does not meet the eligibility requirements described in this policy.

9. Changes to This Policy

SAFA may update this Exchange & Refund Policy from time to time to reflect changes in business operations, legal requirements, or customer service practices.

The latest version will always be available on our website, and continued use of our services constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions regarding exchanges or refunds, please contact our customer support team.

  • Phone: +880 1711-924984
  • WhatsApp: +880 1711-924984
  • Email: safafairuz04@gmail.com
  • Business Address: 334/2, Uposhahar (In Front of Sristy school), Boalia, Rajshahi-6202
  • Customer Support Hours: 24/7

Nothing in this policy limits or affects any consumer rights available under the applicable laws of Bangladesh.