OUR 7-DAY RETURN PROMISE
You may request a return or exchange for an eligible product within 7 calendar days from the date the courier marks the order as delivered. The request must be submitted within this period; sending the parcel without an approved request does not complete the return process.
This policy applies to purchases made directly through Samara’s Almira. It does not limit any remedy available to you under applicable consumer law.
RETURN ELIGIBILITY
A change-of-mind, size or colour return is eligible when:
- The request is made within 7 calendar days of delivery.
- The product is unused, unworn, unwashed, unaltered and free from stains, fragrance, makeup, hair or other signs of use.
- Original tags, labels, protective seals, accessories, gifts and packaging are intact.
- The order number, invoice or other purchase proof is available.
- The product is marked return-eligible and is not in an excluded category.
ITEMS WE CANNOT ACCEPT FOR CHANGE OF MIND
For hygiene, safety and product-integrity reasons, the following are normally non-returnable unless faulty, damaged, incorrectly described or sent in error:
- Earrings and pierced jewellery.
- Innerwear, lingerie, swimwear, socks and similar intimate items.
- Cosmetics, fragrances or personal-care products with an opened seal.
- Customised, altered, made-to-measure or personalised products.
- Gift cards, digital products or services already supplied.
- Items marked “Final Sale” or otherwise identified as non-returnable before purchase.
HOW TO REQUEST A RETURN OR EXCHANGE
1. Sign in and open My Account → Orders → Order details → Request return / exchange. A guest customer may contact support using the order number and the mobile number used at checkout.
2. Select the item, quantity and reason. For size or colour exchange, select the preferred available variant.
3. Upload clear photos when the item is wrong, damaged or defective. For a parcel issue, include the shipping label, packaging and an unboxing video where available.
4. Wait for approval and return instructions before handing the parcel to a courier.
5. Pack the product securely with all tags, accessories and original packaging.
Requests for a visibly damaged, wrong or incomplete parcel should be reported as soon as possible, preferably within 24 hours of delivery, so that we can investigate with the courier.
RETURN DELIVERY COST
If the return is due to our error, a wrong product, confirmed manufacturing defect or delivery damage, Samara’s Almira will arrange or reimburse the reasonable return delivery cost according to the approved instructions.
For a change of mind, fit, size or colour preference, the customer pays the return delivery cost and any delivery charge for a replacement parcel. Original delivery charges are not refundable unless the entire order is returned because of our error or a confirmed fault.
Please do not send a parcel Cash on Delivery without written approval. Unauthorised or unpaid return parcels may be refused.
INSPECTION AND DECISION
Returned products are inspected after reaching us. We normally complete inspection within 3 business days. If the item meets this policy, we will approve the requested exchange, store credit or refund. If it does not meet the conditions, we will explain the reason and may return the product to you at your cost.
An exchange depends on stock availability when inspection is completed. If the requested size or colour is unavailable, you may choose another available item, store credit where offered, or a refund for the approved item.
REFUNDS
After approval:
- Prepaid orders are normally refunded to the original payment method where supported.
- Cash on Delivery refunds are sent to a verified Bangladesh bank account or supported mobile financial service account provided by the customer.
- Approved refunds are initiated within 7 business days after inspection.
- A bank, card issuer or payment provider may take additional time to post the amount.
- Any valid coupon, promotion, gift, bundle discount or loyalty benefit is recalculated when part of an order is returned.
We refund only to an account belonging to or authorised by the customer, and may request reasonable verification to prevent fraud.
DEFECTS AND NORMAL VARIATION
A manufacturing defect does not include normal wear, accidental damage, misuse, improper washing, colour transfer, pilling caused by friction, or damage after alteration. Minor colour differences caused by screen settings, lighting or photography are not normally defects. Measurements may have a small production tolerance; the product-specific description and measurements should be reviewed before purchase.
ORDER CANCELLATION
You may request cancellation while an order is still eligible in My Account. Once packing, dispatch or courier booking has progressed too far, cancellation may no longer be available. Refusing a dispatched parcel is not the same as an approved cancellation and may affect future Cash on Delivery service.
CONTACT
Email: support@encore-system.com
Phone: 01700000000
Support hours: Saturday–Thursday, 10:00 AM–8:00 PM (Bangladesh time)
Include your order number, item name and a clear description of the issue for faster service.