At Freten, customer satisfaction is our top priority. We are committed to providing high-quality products and ensuring a seamless shopping experience. If you are not completely satisfied with your purchase, you can follow our return and refund policy outlined below.

1. Return Policy

Eligibility for Returns

– Returns can only be processed in the presence of the delivery rider.
– Upon receiving the product, customers will have the opportunity to inspect it. If any issues are found, the product must be returned immediately.
– Once a product is accepted and received, it will no longer be eligible for return.

Valid Reasons for Return

A customer may return a product if:
– The received product does not match the description on our website.
– There was an error in processing the online order.
– The wrong product was delivered.
– The product is defective or damaged upon delivery.

Non-Returnable Products
– Products that are not defective or damaged before delivery cannot be returned.
– Any damage caused after receiving the product will make it ineligible for return.

Return Conditions
To be eligible for a return, the product must:
– Be unused and in its original condition.
– Be returned in its original packaging.
– Include all tags, labels, and the purchase receipt (if available).

Return Process
– Customers must inspect the product in the presence of the delivery rider.
– If any issues are detected, the product must be returned to the rider immediately.
– Returns due to “Change of Mind” will not be accepted.
– If the customer refuses to accept the product without a valid reason, they must bear the delivery cost.

Return Shipping Costs
– If the product is defective, the customer will not have to pay any shipping charges.
– If the return is due to a “Change of Mind” after order confirmation, the customer must bear the delivery cost.

2. Refund Policy

Refund Processing Time
Once the returned product is received and verified, the refund process may take 3 to 10 business days to complete.

Eligibility for Refunds
A refund will be issued under the following conditions:
– The product is defective or damaged.
– The wrong product was delivered.
– The order was canceled due to a valid issue before shipping.

Refund Method
– Refunds will be processed via bKash, Rocket, Nagad, or Bank Transfer based on customer preference and feasibility.

Refund Conditions
– There are no strict conditions for refunds.
– If the return is due to a “Change of Mind,” the shipping cost (if not paid in cash to the rider) will be deducted from the refund amount.

3. Product Exchange & Order Adjustments

Product Exchange Policy
– If a customer requires a different size, color, or product, they can request an exchange.
– The new product will be sent by Freten, and the previously received product must be returned.
– If the new product costs more than the original, the customer must pay the price difference.
– If the new product costs less, Freten will refund the excess amount.

Order Cancellation Policy
– Customers can cancel their order anytime before the product is shipped.
– Orders can be canceled through the customer dashboard on our website or by calling our hotline: +880 1711-727055.

4. Special Cases

Promotional & Discounted Products
– Products purchased during a promotional offer or at a discount are eligible for return and refund following the general policy.
– Any free gifts or bonus items received with an order cannot be returned or refunded.

Customized Products
– Currently, Freten does not offer customized products.
– If custom products are introduced in the future, returns and refunds will only be accepted in case of a defect caused by Freten.

Damaged Products Due to Courier Service
– If a product is damaged during transit by the courier, the customer will not be held responsible and will not have to bear any shipping charges.

If you have any concerns or queries, our Customer Support Team is always ready to assist you. We are dedicated to providing the best service and ensuring that your shopping experience meets your expectations. Thank you for shopping with Freten!