Return & Refund Policy

You may request a return within 7 calendar days of receiving your order. The window starts on the day the item is delivered and recorded as delivered in your account.

The product must be unused, in its original condition, and returned with all packaging, tags, manuals, free gifts and accessories it arrived with.

• The item arrived damaged, defective or non-functional.
• You received the wrong product, size, colour or variant.
• The item materially differs from its description or images on the product page.
• Part of the order, or a listed accessory, is missing.
• The item is past its expiry date or the seal was already broken on arrival.

For hygiene, safety and legal reasons, the following are not eligible unless they arrived damaged or incorrect:

• Innerwear, cosmetics, skincare and any personal-care item whose seal has been opened.
• Perishable goods, including fresh produce, meat, fish and prepared food.
• Made-to-order, personalised or custom-tailored items.
• Digital products, vouchers, gift cards and recharge codes once delivered.
• Items marked non-returnable on the product page at the time of purchase.
• Wedding, Probashi and Student service packages already scheduled or delivered — these follow the cancellation terms agreed at booking.

• Open My Account and find the order, or use Track Order with your order number.
• Select the item and the reason for return, and upload a clear photograph if the item is damaged, defective or incorrect.
• Our team reviews the request within [2 business days] and confirms by SMS and email.
• Once approved, our delivery partner collects the item from your address at no charge for eligible returns.

If you cannot access your account, contact us on the details listed on the Contact & Complaints page with your order number.

Refunds are issued to the original payment method once the returned item passes inspection at our facility.

• bKash, Nagad or Rocket — within [7 business days] of the item passing inspection.
• Card or internet banking — within [7 to 14 business days], depending on your issuing bank.
• Cash on delivery — refunded to a mobile financial services account you nominate, within [7 business days].

Delivery charges are refunded in full where the return is caused by damage, a defect, or an error on our side. For a change-of-mind return, the original delivery charge is not refunded.

You can cancel an order free of charge at any time before it is dispatched, from My Account. Once the order has been handed to a delivery partner it can no longer be cancelled, but it can be refused at the door or returned under this policy.

JAYAZA is a marketplace, and items in a single order may be fulfilled by different verified sellers. Returns are handled per item, so refunds for a multi-item order may arrive separately. Your return rights under this policy are the same regardless of which seller fulfilled the item.

If a return request is declined and you believe that is wrong, you may escalate it to us using the complaint route on the Contact & Complaints page. This policy does not limit any right available to you under the Consumer Rights Protection Act, 2009 or the Digital Commerce Operation Guidelines.