Return Policy

Effective Date: August 9, 2026

At Pramoz Marketplace, we want every customer to have a safe and satisfactory shopping experience. This Return Policy explains when a customer may return a product purchased through Pramoz Marketplace and the conditions that apply.

Because Pramoz is a multi-vendor marketplace, return eligibility may vary depending on the product, category, seller, and applicable product-specific policy.

1. When Can You Return a Product?

A customer may request a return when the received product has a valid issue covered by the applicable return policy.

Eligible reasons may include:

1. Wrong product received.
2. Different color, size, model, or variation received from what was ordered.
3. Product significantly different from the product listing.
4. Product arrived damaged.
5. Product is defective, where applicable.
6. Essential parts or accessories are missing.
7. Another valid issue covered by the product or seller's return policy.

The return request must be submitted within the applicable return period stated on the product page, order page, or communicated by Pramoz.

2. Return Period

The applicable return period may vary by product or category.

The return period begins from the date the customer receives the product.

Customers should inspect their products promptly after delivery and submit a return request as soon as possible if they identify a valid issue.

A return request submitted after the applicable return period may not be accepted.

3. Product Condition for Return

To qualify for a return, the product should generally:

1. Be unused.
2. Be unworn.
3. Be unwashed.
4. Remain in its original condition.
5. Include original packaging where applicable.
6. Include original tags, accessories, manuals, or other included items where applicable.
7. Not have customer-caused damage.

For certain products, additional condition requirements may apply.

4. Wrong Product

If you receive a product different from what you ordered, please contact Pramoz Support as soon as possible.

After verification, Pramoz may arrange:

1. Replacement with the correct product.
2. Return of the incorrect product.
3. Refund of the eligible amount.

The available resolution may depend on product availability and seller circumstances.

5. Damaged Product

If the product arrives damaged, customers should report the issue as soon as possible.

Customers may be required to provide:

1. Photos of the damaged product.
2. Photos of the package.
3. Video evidence.
4. Order ID.
5. Other relevant information.

If the damage is verified as a qualifying delivery or seller-related issue, the product may be eligible for return, replacement, or refund.

6. Defective Product

If a product has a manufacturing or product defect, the customer may request a return where the product is covered by the applicable return policy.

Depending on the product and circumstances, Pramoz or the seller may provide:

1. Replacement.
2. Repair, where applicable.
3. Return.
4. Refund.

Warranty terms may apply separately to certain products.

7. Change-of-Mind Returns

Change-of-mind returns are not automatically available for all products.

A customer may return a product because of a change of mind only if the relevant product or seller explicitly offers such a return.

Where available, the product must generally remain unused, unworn, unwashed, undamaged, and in its original condition.

Applicable return shipping or other charges may be the customer's responsibility.

8. Size & Fit Returns

For fashion and apparel products, return eligibility for size or fit issues depends on the applicable product or seller policy.

Customers should carefully review the available:

1. Size chart.
2. Measurements.
3. Product description.
4. Size options.

If the customer selected the wrong size despite accurate product information being provided, the return may not be accepted unless the product specifically offers size-exchange or size-return facilities.

9. Non-Returnable Products

Certain products may not be eligible for return.

These may include:

1. Used or worn products.
2. Washed products.
3. Altered products.
4. Customized or personalized products.
5. Products damaged by the customer.
6. Products missing required tags, packaging, or accessories.
7. Products specifically marked as non-returnable.
8. Perishable products, where applicable.
9. Digital products or services, where applicable.
10. Products returned after the applicable return period.
11. Products excluded under a specific seller or category policy.

Additional restrictions may apply depending on the nature of the product.

10. Return Request Process

Step 1 — Submit a Return Request

Customers should contact Pramoz Support or use the return option available through their account/order page.

Step 2 — Provide Order Details

Customers may need to provide:

1. Order ID.
2. Product name.
3. Reason for return.
4. Photos or videos.
5. Other relevant information.

Step 3 — Verification

Pramoz and/or the relevant seller will review the request.

Additional information may be requested where necessary.

Step 4 — Return Instructions

If the return request is approved, Pramoz will provide instructions regarding how and where the product should be returned.

Step 5 — Product Inspection

The returned product may be inspected to confirm:

1. Product identity.
2. Condition.
3. Reported issue.
4. Compliance with the applicable return requirements.

Step 6 — Resolution

After successful verification, the applicable replacement, exchange, or refund process will be initiated.

11. Return Shipping

Return shipping responsibility depends on the reason for the return.

Seller/Pramoz Responsibility

Where the return is caused by:

1. Wrong product.
2. Seller error.
3. Verified product defect.
4. Significant mismatch with the product listing.

Pramoz or the seller may cover the applicable return shipping cost.

Customer Responsibility

Where the return is caused by:

1. Change of mind.
2. Incorrect size selection where accurate size information was provided.
3. Incorrect customer information.
4. Other customer-related reasons.

The customer may be responsible for applicable return shipping costs.

12. Product Exchange

Where available, customers may request an exchange instead of a refund.

Exchange availability depends on:

1. Product availability.
2. Seller policy.
3. Product category.
4. Size/color/model availability.
5. Applicable return conditions.

If the requested replacement product is unavailable, the customer may be offered another appropriate resolution, including a refund where applicable.

13. Return Inspection

Returned products may be inspected before a return is finally accepted.

A return may be rejected if inspection determines that:

1. The product was used.
2. The product was washed.
3. The product was altered.
4. The product was damaged by the customer.
5. The returned item does not match the original product.
6. Required accessories or components are missing.
7. The return conditions were not satisfied.
8. The return request was fraudulent or abusive.

14. Return for COD Orders

For Cash on Delivery orders, customers generally pay upon receiving the product.

If a valid return is approved after payment, the applicable refund process will be followed according to the Pramoz Refund Policy.

If the customer refuses a product without a valid reason or repeatedly refuses legitimate orders, Pramoz may restrict future COD privileges or take other appropriate action.

15. Return for Advance or Partial Payment Orders

If an order was placed with an advance or partial payment, the customer must follow the applicable return process.

If the return is approved, the refundable amount will be determined according to:

1. The reason for return.
2. Product eligibility.
3. Order status.
4. Applicable charges.
5. Seller/product policy.

Any approved refund will be processed according to the Pramoz Refund Policy.

16. Return & Refund Are Different

A product return means the customer sends the product back to the seller or designated return location.

A refund refers to the return of an eligible amount paid by the customer.

Approval of a return does not automatically mean that the full order amount will always be refunded.

Refund eligibility and amount are determined according to the applicable Refund Policy and circumstances of the order.

17. Fraudulent or Abusive Returns

Pramoz reserves the right to investigate suspicious return requests.

Examples include:

1. Returning a different product.
2. False damage claims.
3. False defect claims.
4. Manipulating photographs or videos.
5. Returning used products as unused.
6. Repeated abuse of the return system.
7. Attempting to obtain a refund while keeping the product.

If abuse is identified, Pramoz may:

1. Reject the return.
2. Restrict future return privileges.
3. Suspend the account.
4. Cancel suspicious orders.
5. Take other appropriate action.

18. Seller Responsibilities

Sellers on Pramoz Marketplace are expected to:

1. Provide accurate product information.
2. Send the correct product.
3. Properly package products.
4. Maintain product quality.
5. Cooperate with legitimate return requests.
6. Follow Pramoz Marketplace return requirements.
7. Honor applicable warranties and product-specific policies.

Repeated failure to comply may result in seller restrictions or other marketplace actions.

19. Product-Specific Return Policies

Certain products or categories may have specific return conditions.

Where a product-specific policy is displayed on the product page or order page, customers should follow those conditions.

Product-specific policies may include different:

1. Return periods.
2. Eligible return reasons.
3. Product-condition requirements.
4. Return shipping arrangements.
5. Exchange conditions.

20. Return Decision

Pramoz may consider the following when reviewing a return:

1. Order information.
2. Product listing.
3. Customer-provided evidence.
4. Seller information.
5. Product photographs or videos.
6. Delivery records.
7. Courier records.
8. Return inspection results.
9. Other relevant information.

Pramoz may make a reasonable determination regarding return eligibility based on the available evidence and applicable policies.

21. Changes to This Return Policy

Pramoz Marketplace may update this Return Policy from time to time to reflect changes in:

1. Marketplace operations.
2. Product categories.
3. Seller requirements.
4. Logistics services.
5. Customer-service procedures.
6. Applicable legal or regulatory requirements.

The latest version will be published on this page with the applicable effective date.

22. Contact Us

For return requests, questions, or assistance, please contact:

Pramoz Marketplace

Email: support@pramoz.com

Phone: +8801703294352

Website: pramoz.com

Please keep your Order ID available when contacting support so that we can process your request more efficiently.

Our Commitment

We aim to make the return process simple, transparent, and fair for both customers and sellers.

Our goal is to resolve legitimate return issues efficiently while protecting the marketplace from fraudulent or abusive claims.

Pramoz Marketplace — Your Marketplace. Your Opportunity.

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