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Return Policy

Last updated Dec11, 2021

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for an exchange only. Please see below for more information on our return policy.

RETURNS

All returns must be postmarked within three (3) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

RETURN PROCESS

To return an item, please email customer service at return@kretahoihoi.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:

Kretahoihoi

Attn: Returns

RMA #

Head Office

15/A Jhigatola, Hafijullah Garden Tower, 1st Floor,

Dhanmondi Dhaka 1209

Bangladesh

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your exchange. Please allow at least seven (7) days from the receipt of your item to process your exchange. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be exchanged:

     ● 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 Kretahoihoi.com 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 5th of any month, you have time until the 8th of that month to contact Kretahoihoi’s Customer Service center. Customer Service agents are available from 9:00 am – 10:00 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 Kretahoihoi.com 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 or Kretahoihoi website. • Option 2: By calling Kretahoihoi’s Customer Service on 096 1382 1111 • Option 3: Directly drop off the product at the office premises or by post by Sundarban Courier Service. • Option 4: Request online by clicking on My Account followed by clicking on the Return/Replacement section then “Request new Return”. 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 return

YOUR RETURN MUST BE : (x : Not Required | ✓: Required)

New condition Sealed condition Complete (including warranty cards, manuals, certificates of authenticity, tags, etc.) Not damaged Tags & labels attached Damaged (As per brand policy) x x ✓ x ✓

Defective (As per brand policy) x x ✓ ✓ ✓

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 / items ✓ x x ✓ ✓

Change of mind ✓ ✓ ✓ ✓ ✓

Signs of usage x x ✓ x x

Doubts on the authenticity x x ✓ x x

Product is expired x x ✓ ✓ ✓

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 calander days, if the product boxes are sealed and in new condition as it was delivered. Conditions for Return or Replacement for Beauty & Grooming Reasons for return YOUR RETURN MUST BE : (x : Not Required | ✓: Required) New condition Sealed condition Complete (including warranty cards, manuals, certificates of authenticity, tags, etc.) Not damaged Tags & labels attached No Returns categories: Beauty and Grooming, Wax, Perfumes, Deodorants, Nail Polish, Personal Hygiene No returns No returns No returns No returns No returns Conditions for Return or Replacement for Fashion & Lifestyle Reasons for Return or Replacement of any Clothing Item: A customer requesting for a Return or Replacement must have the following with their product: 1. If the product is damaged or is defective at the time of delivery. 2. If the product ordered is not the right size or does not fit. 3. If the product’s color is not one which was expected or a wrong color was delivered. (But the color mismatch must be significant for any returns) 1. The Product must be in fresh condition and must not have any signs of usage. 2. The Product must have proper folding, fabric pins, clips or collar pads it came with in the original delivery. 3. The Product must have all the initial packaging (poly, bags or paper wrapping), box, and tags it came with at the time of delivery. 4. The Price tag, Brand tag or any other tags that were in the product must be included for any return claims.

NOTE: ★ Pre-ordered Clothing Items will not be accepted for any Returns or Replacement. How to make a product return & what do I need? Contact Customer Service at support@Kretahoihoi.com or 096 1382 1111 to confirm that your product is eligible for return. We will explain to you the return procedure, and arrange a pick-up. 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.

5. Where and when the product should be picked-up.

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 Kretahoihoi.com? How much will it cost you? Our Customer Service will arrange for pick-up of the product from your address, free of delivery charge. If you live outside Dhaka, please send your product by Sundarban Courier Service.If your return claim is validated, we will reimburse your courier charge. Where to return the product? In an event where you have failed to provide your product to our pick-up, kindly have your returns shipped or dropped-off to our - Returns Mailing Address: 15/A Jhigatola, Hafijullah Garden Tower, 1st Floor, Dhanmondi Dhaka 1209, Bangladesh Once your product is received by Kretahoihoi.com, 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 Kretahoihoi will keep the Return/Servicing product? Kretahoihoi will keep the product in their warehouse for 3 months. In between Kretahoihoi will attempt to deliver the product or customer can collect the product from Kretahoihoi office. If any customer failed to receive the product within 3 months then Kretahoihoi will not be responsible for the product. What are the Refund Modes? If the refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support. Refund Method Processing Time Voucher 2-3 Business Days Bank Transfer 3-9 Business Days Credit Card Reversal 7-12 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 Kretahoihoi.com 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 premises.

For defective or damaged products, please contact us at the customer service number below to arrange a refund or exchange.

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

09613-821111

return@kretahoihoi.com