Return & Exchange Policy

1. Scope and Applicability

This Return & Exchange Policy ("Policy") governs all requests for product exchanges and returns submitted to HEEMS ("we", "us", or "our") in connection with purchases made through www.heemsbd.com. By completing a purchase, you unconditionally accept the terms of this Policy in their entirety.

This Policy constitutes the sole and exhaustive framework for post-delivery remedies available to customers. No verbal representation, social media statement, or prior course of dealing shall expand or modify the rights and obligations set forth herein.

2. Exchange Policy

A customer may request an exchange of a delivered product solely under the following conditions:

• Size Discrepancy: The product received is of an incorrect size relative to the size specified in the confirmed order.
• Manufacturing Defect or Damage: The product was received in a visibly damaged or defective condition attributable to the product itself or to handling prior to delivery.

An exchange request is valid only if it is submitted within three (3) calendar days of the date of delivery, as evidenced by the courier's delivery confirmation. Requests submitted after this window shall be rejected without exception, regardless of the reason for delay.

Exchange is further subject to the following conditions, all of which must be satisfied simultaneously:

• The replacement item must be in stock at the time the exchange request is approved. HEEMS makes no guarantee of stock availability and shall bear no liability if the desired replacement is unavailable.
• The product to be exchanged must be returned in its original, unworn, unwashed, unaltered, and unsoiled condition, with all original tags and packaging intact.
• Any product that has been worn, washed, laundered, altered, or damaged after delivery shall be ineligible for exchange, irrespective of the original reason for the exchange request.

HEEMS reserves the right to inspect all returned items prior to approving an exchange. If, upon inspection, the returned item does not satisfy the conditions above, the exchange shall be refused and the item returned to the customer at the customer's expense.

3. Return Policy

Product returns are accepted exclusively under the following circumstances:

• Wrong Product Delivered: The product delivered does not correspond to the product as confirmed in the order — differing in item type, color, or variant — through no fault of the customer.
• Damaged or Defective Product Delivered: The product was received in a damaged or defective state, where such damage or defect existed prior to or at the time of delivery and is not attributable to the customer or the customer's handling after receipt.

A return request is valid only if submitted within three (3) calendar days of the confirmed delivery date. No return request shall be entertained after this period under any circumstances, including but not limited to: delayed discovery of damage, absence of the customer at the time of delivery, or failure to inspect the product promptly upon receipt.

The following are explicitly and categorically excluded from eligibility for return:

• Change of mind, personal preference, or dissatisfaction with the product that is not attributable to a defect or error on the part of HEEMS.
• Products that have been worn, washed, altered, or used in any manner after delivery.
• Products returned without prior written authorization from HEEMS via the designated communication channel specified in Section 5.
• Products for which a return request was not submitted within the three (3) day window.
• Damage occurring after delivery, including damage resulting from improper storage, misuse, or normal wear and tear.

HEEMS is not responsible for return shipping costs in any case unless the return is directly caused by a verified error solely attributable to HEEMS, such as dispatch of the wrong product. In all other cases, the customer bears the full cost of returning the item.

4. Delivery and Charges

All orders are fulfilled via Cash on Delivery (COD). The customer pays for the product upon receipt. A flat delivery charge of BDT 115 applies to all orders and is payable in advance at the time of order placement, irrespective of order value or delivery location within Bangladesh.

Home delivery is estimated to be completed within two (2) to five (5) business days of order confirmation. This estimate is not a guarantee. HEEMS shall not be liable for delays attributable to courier operations, public holidays, force majeure events, or circumstances beyond our reasonable control. The advance delivery charge is non-refundable except where the delay or non-delivery is directly caused by HEEMS.

5. Procedure for Submitting a Request

All exchange and return requests must be initiated exclusively through the HEEMS official Facebook Page inbox. This is the sole designated channel for such requests. Requests submitted via any other medium — including but not limited to phone calls, comments on social media posts, email, or third-party platforms — shall not be recognized or processed.

When submitting a request, the customer must provide, at minimum:

• Full name and phone number used at the time of order placement.
• Order ID or order confirmation details.
• Clear photographic evidence of the product as received, showing the alleged defect, damage, or discrepancy.
• A concise written description of the issue.

HEEMS reserves the right to request additional information or evidence before processing any request. Failure to provide the required information within a reasonable time as notified by HEEMS shall result in the automatic closure of the request.

6. HEEMS's Right to Refuse

HEEMS reserves the absolute right to refuse any return or exchange request that does not strictly satisfy the conditions set forth in this Policy. Approval of a request in one instance shall not constitute a waiver of these terms or a precedent for future requests. All decisions made by HEEMS regarding the eligibility of a return or exchange are final.

7. Governing Law

This Policy is governed by and construed in accordance with the laws of the People's Republic of Bangladesh. Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts of Bangladesh.

8. Amendments

HEEMS reserves the right to amend this Policy at any time without prior notice. The version of this Policy in effect at the time of order placement shall govern that transaction. Continued use of our website following any amendment constitutes acceptance of the revised Policy.