At Mate Mart, customer satisfaction is important to us. We want you to have a reliable and convenient shopping experience when purchasing from our online store.
This Returns & Exchanges Policy explains how customers can request assistance if they receive a damaged, defective, incorrect, or otherwise eligible product.
If you experience an issue with a product purchased from Mate Mart, please contact our customer support team as soon as reasonably possible after receiving your order.
Each request may be reviewed based on the product condition, order information, reason for the request, and other relevant details.
A return or exchange request may be considered in situations including:
Products submitted for return or exchange should generally be kept in their original condition and should not be unnecessarily used, washed, altered, damaged, or modified after delivery.
Where applicable, original packaging, tags, labels, accessories, and other items supplied with the product should also be retained.
If you receive a damaged, defective, or incorrect product, please contact Mate Mart and provide the relevant order information together with a clear description of the issue.
We may request clear photographs or other reasonable evidence showing the product and the reported issue. This helps our team review the request and determine the appropriate resolution.
To submit a return or exchange request, please contact Mate Mart customer support and provide:
Please do not send a product back before receiving appropriate return instructions from Mate Mart.
If an exchange request is approved, the available replacement options will depend on product availability and the circumstances of the request.
If the requested replacement is unavailable, our customer support team will communicate the available options to the customer.
Approved returns must follow the instructions provided by Mate Mart. Products returned without appropriate information or outside the agreed return process may require additional review.
The returned product may be inspected before the return request is finalized.
Where a refund is applicable and approved, the customer will be informed about the relevant refund process.
The method and processing time for a refund may depend on the original payment method, payment service provider, order circumstances, and other applicable factors.
Return or exchange delivery arrangements may vary depending on the reason for the request, the customer’s location, the product, and the circumstances of the order.
Our customer support team will provide the applicable instructions after reviewing the request.
A return or exchange may not be accepted where a product has been used, washed, altered, intentionally damaged, or returned in a condition that prevents reasonable inspection or resale, except where the issue relates to an accepted defect or other applicable customer right.
Certain products may also have specific return or exchange conditions due to their nature. Any applicable product-specific conditions should be reviewed before purchase where displayed.
Some Mate Mart products may include handmade craftsmanship, traditional textiles, natural materials, or individually produced designs. Minor variations in color, pattern, texture, finishing, or appearance may occur.
Product colors may also appear slightly different depending on lighting, photography, and the customer’s screen or device settings.
If your order is incomplete or you believe an item is missing, please contact Mate Mart with your order details so our team can review the issue.
For return, exchange, damaged product, or order-related assistance, please contact us:
Mate Mart
Dhaka, Bangladesh
Phone: +880 9697 747578
Email: matemart@gmail.com
Business Hours: Sunday – Friday, 9:00 AM – 8:00 PM
