Last updated: October 14, 2026

At Mastura Fashion House, we want you to be happy with every thobe and jubba you buy. This policy explains how exchanges and refunds work. It should be read together with our Terms of Service.

1. Exchange First

If there is a problem with your order, our first solution is an exchange. We replace the product with the correct item, or with the right size or colour, whenever stock allows. A refund is given only when an exchange is not possible (see Section 6).

2. When You Can Request an Exchange

You can request an exchange within 3 days of receiving your order if:

  • the product arrived damaged or defective;
  • the product is not as described on the website;
  • the size or colour does not match what you ordered or what was listed on the website; or
  • we sent you the wrong product.

Exchanges can also be requested for personal reasons, such as a different size that you prefer, within the same 3 days. In that case the standard delivery charge applies (see Section 5).

3. Conditions

To be accepted, the product must be:

  • unused, unwashed and unaltered;
  • in its original packaging; and
  • returned with all original tags, accessories and extras.

We cannot accept products with damage caused by misuse, wear, washing, alteration or stains, or requests made after the 3-day period.

4. How to Request an Exchange

  1. Contact us on WhatsApp, Facebook Messenger or by phone within 3 days of delivery.
  2. Send your Order ID, a clear description of the problem, and a photo or video if needed.
  3. Our team will review your request and let you know if it is approved.
  4. Once approved, we send the exchange parcel by Cash on Delivery (COD).
  5. Our delivery agent collects the original product and sends us a photo for confirmation. Then the exchange goes ahead.

Please keep the product and its packaging safe until the exchange is complete.

5. Delivery Charges for Exchanges

  • Free delivery if the error is ours or the product has a problem (damaged, defective, not as described, wrong size or colour listed, or wrong product sent).
  • Standard delivery charge applies if you are exchanging for personal reasons.

6. Refunds

A refund is possible only when we cannot exchange the product, for example if the replacement is out of stock, and only after we approve your request.

  • Once your returned package reaches us and we check it, please allow up to 15 working days for the refund to be processed and issued.
  • Refunds are sent to you by mobile banking (such as bKash or Nagad) or bank transfer, using the details you give us. Please make sure they are correct.
  • Original delivery charges are not refunded, unless the error was ours.
  • Working days do not include Fridays, Saturdays or public holidays.

7. Cancelling an Order

You can cancel an order at no cost before it has been shipped. Please contact us as soon as possible with your Order ID. Once an order has been shipped, the exchange policy above applies.

8. Refused or Undelivered Parcels

If a parcel is refused without a valid reason, or we cannot reach you for delivery, we may limit COD for your future orders. If a parcel comes back to us because of an incorrect address or phone number, we may ask you to cover the delivery charge before we send it again.

9. Items We Cannot Exchange or Refund

  • Products that have been worn, washed, altered or damaged after delivery.
  • Products without their original tags, packaging or accessories.
  • Items bought in a clearly marked final sale, if one was stated on the product page.

10. Contact Us

Need help with an exchange or refund? Our team is ready to help.

  • WhatsApp / Phone: [your phone number]
  • Facebook Messenger: [your Facebook page link]
  • Email: [your email address]

Please always include your Order ID so we can help you faster.