Returns/Exchange

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 Hotline at 01844-018405.

Simply follow the 6 steps stated below:

Step 1: Check if your product meets all the conditions for returning a product.
Step 2: Contact Fotocart Hotline and submit a complaint/request for return with your Order ID, Email Address and Phone Number.
Step 3: Fill in the return form given the invoice sent by Team Fotocart to your email address.
Step 4: After having your request, please send your product to our customer Service Centre, Shop#65, 3rd Floor, Rajuk Trade Centre, Nikunja-2, Dhaka-1229.
Step 5: Fotocart shall investigate the complaint against received product.
Step 6: If validated you will get product return or, replacement.

NOTE:

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

How much time do you have to return a product?

Items sold on fotocart.com.bd 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 1st of any month, you have time until the 3rd of that month to contact Fotocart Hotline (01844-018405). Customer Service agents are available from 10:00 am – 06:00 pm, 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 fotocart.com.bd 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. Visit our Warranty Policy page for more details.

How do I request for a return ?

  • Option 1: Communicating with us by Facebook page (https://www.facebook.com/fotocart.com.bd) or call 01844-018405.
  • Option 2: Directly drop off the product at our service centre (Shop#65, 3rd Floor, Rajuk Trade Centre, Nikunja-2, Dhaka-1229.) by person or, any courier.

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 returnYOUR RETURN MUST BE :
(x : Not Required | 
: Required)
New conditionSealed conditionComplete (including warranty cards, manuals, certificates of authenticity, tags, etc.)Not damagedTags & labels attached
Damaged
(As per brand policy)
xxx
Defective
(As per brand policy)
xx
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 / itemsxx
Change of mind
Signs of usagexxxx
Doubts on the authenticityxxxx
Product is expiredxx

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 our hotline at [email protected] or 01844-018405 to confirm that your product is eligible for return. We will explain to you the return procedure. 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.

 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.

The product shall no longer be considered for return. Instead, if requested again, the product shall be treated under our warranty policy for servicing only.

How to send your product to Fotocart? How much will it cost you?

After raising your complain in our hotline number or, email, as per instruction of customer service agent, please send it to our service centre(Shop#65, 3rd Floor, Rajuk Trade Centre, Nikunja-2, Dhaka-1229.)

Once your product is received by Fotocart, 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.

How long Fotocart will keep the Return/Servicing product?

Fotocart will keep the product in their warehouse for 1 month. In between Fotocart will attempt to deliver the product or customer can collect the product from Fotocart Service Centre. If any customer failed to receive the product within 1 month then Fotocart will not be responsible for the product.

What are the Refund Modes?

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

Refund MethodProcessing Time
Coupon/Fotocart Wallet Recharge2-3 Business Days
Bank Transfer3-9 Business Days
Credit Card Reversal7-15 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 fotocart.com.bd 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(H#05, R#01, NIkunja-2, Khilkhet, Dhaka-1229) premises.

This page is for return and exchange