Refund & Return Policy

Effective Date: August 9, 2026

At Pramoz Marketplace, we are committed to providing a reliable and transparent shopping experience. This Refund & Return Policy explains when customers may request a return, replacement, cancellation, or refund and how such requests are handled.

Because Pramoz Marketplace operates as a multi-vendor marketplace, return and refund eligibility may vary depending on the product, seller, category, and circumstances of the order.

1. Return Eligibility

Customers may request a return if the received product has a valid issue covered by the applicable return policy, including:

1. Wrong product received.
2. Product significantly different from the listing.
3. Product received in damaged condition.
4. Manufacturing or product defect, where applicable.
5. Incorrect size, color, model, or variation supplied by the seller.
6. Missing essential parts or accessories.
7. Other valid issues covered by the applicable product or seller policy.

Return requests must be submitted within the applicable return period stated on the product page, order page, or communicated by Pramoz.

2. Non-Returnable Products

Certain products may not be eligible for return because of their nature, hygiene requirements, customization, or other legitimate reasons.

These may include:

1. Used or worn products.
2. Washed or altered clothing.
3. Customized or personalized products.
4. Products damaged through customer misuse.
5. Products missing required packaging, tags, accessories, or components.
6. Products specifically marked as non-returnable.
7. Perishable products, where applicable.
8. Digital products or services, where applicable.
9. Products for which the applicable return period has expired.

Additional category-specific conditions may apply.

3. Product Condition

To qualify for a return, the product should generally be:

1. Unused and unworn.
2. In its original condition.
3. Returned with original packaging where applicable.
4. Returned with tags, accessories, manuals, or other included items where applicable.
5. Free from damage caused by the customer.

Pramoz may request photographs or videos before approving a return.

4. Wrong Product

If you receive a product that is different from what you ordered, please contact Pramoz Support as soon as possible.

After verification, we may provide:

1. A replacement with the correct product.
2. Return of the incorrect product.
3. A refund of the eligible amount.

The final resolution may depend on product availability and seller circumstances.

5. Damaged Product

If your product arrives damaged, please notify Pramoz as soon as reasonably possible.

You may be asked to provide:

1. Photos of the product.
2. Photos of the package.
3. Video evidence.
4. Order ID.
5. Other relevant information.

If the damage is verified as being caused by the seller or delivery process, an appropriate replacement, return, or refund may be provided.

6. Defective Product

If a product is defective, Pramoz may investigate the issue with the relevant seller.

Depending on the product and circumstances, the resolution may include:

1. Replacement.
2. Repair, where applicable.
3. Return.
4. Refund.

Manufacturer or seller warranty terms may apply separately.

7. Change of Mind

A change-of-mind return is not automatically available for every product.

If a product or seller offers a change-of-mind return, the applicable conditions will be stated on the product or order page.

Customers may be responsible for applicable return or delivery charges for change-of-mind returns where permitted.

8. Size & Fit Issues

For clothing and fashion products, size or fit-related returns depend on the applicable product or seller return policy.

Customers are encouraged to carefully check:

1. Size charts.
2. Product measurements.
3. Available sizes.
4. Product descriptions.

A size-related return may not be accepted if the product has been worn, washed, altered, damaged, or is otherwise marked as non-returnable.

9. Return Request Process

Step 1 — Contact Support

Contact Pramoz Support or use the available return option in your account/order page.

Step 2 — Provide Order Information

You may be asked to provide:

1. Order ID.
2. Product name.
3. Reason for return.
4. Photos or videos.
5. Other relevant information.

Step 3 — Verification

Pramoz and/or the relevant seller will review the request.

Additional information may be requested when necessary.

Step 4 — Return the Product

If the request is approved, you will receive instructions regarding the return process.

Step 5 — Product Inspection

The returned product may be inspected to verify its condition and the reported issue.

Step 6 — Refund or Replacement

After verification, an eligible refund or replacement will be processed.

10. Refund Eligibility

A refund may be issued when:

1. An eligible return is approved.
2. The correct replacement product is unavailable.
3. An order is cancelled before fulfillment.
4. The seller is unable to fulfill the order.
5. Payment was successfully received but the order could not be completed.
6. A duplicate payment is confirmed.
7. Another valid refund circumstance applies.

The refundable amount may be adjusted for applicable charges depending on the circumstances of the order.

11. Cash on Delivery Orders

For Cash on Delivery orders, customers generally pay when the order is delivered.

Therefore, if a COD order is cancelled before payment or returned according to the applicable policy, there may be no product-price refund to process.

If an advance or partial payment was made, the eligible amount will be handled according to this Refund Policy.

12. Advance or Partial Payment

For orders where an advance or partial payment has been collected, the refundable amount may depend on:

1. Reason for cancellation or return.
2. Order status.
3. Product eligibility.
4. Delivery status.
5. Applicable delivery or service charges.
6. Whether the order has already been dispatched.
7. Other applicable terms.

Where a refund is approved, Pramoz will process the eligible amount through an available refund method.

13. Order Cancellation

Customers may request cancellation before an order is shipped or handed over to a delivery partner.

If cancellation is successfully completed before fulfillment, the eligible paid amount may be refunded.

Once an order has been processed, dispatched, or handed over to a courier, cancellation may no longer be available. In such cases, the applicable return procedure may apply.

14. Refund Processing

Once a refund has been approved, Pramoz will initiate the refund process within a reasonable processing period.

The time required for the funds to reach the customer may vary depending on the payment method and third-party payment provider.

Possible refund methods may include:

1. Mobile financial services.
2. Bank transfer.
3. Card refund.
4. Other supported payment methods.

Pramoz is not responsible for delays caused solely by third-party payment providers or financial institutions.

15. Delivery Charges

Refundability of delivery charges depends on the reason for the return or cancellation.

Where a return is caused by a verified seller error, wrong product, or qualifying product defect, applicable delivery charges may be refunded where appropriate.

For customer-requested returns, change-of-mind returns, incorrect address, failed delivery, or other customer-related circumstances, delivery charges may not be refundable.

16. Return Shipping Charges

Seller/Pramoz Responsibility

Where the return is caused by:

1. Wrong product.
2. Verified product defect.
3. Significant product mismatch.
4. Seller-related error.

Pramoz or the seller may cover the applicable return shipping cost.

Customer Responsibility

Where the return is caused by:

1. Change of mind.
2. Incorrect size selection where the seller provided accurate size information.
3. Incorrect customer information.
4. Other customer-related reasons.

The customer may be responsible for applicable return shipping costs.

17. Duplicate or Excess Payments

If a customer accidentally makes a duplicate payment or pays more than the required amount, the customer should contact Pramoz Support with the relevant transaction details.

After verification, the confirmed excess amount may be refunded through an appropriate payment method.

18. Fraudulent or Abusive Refund Requests

Pramoz reserves the right to investigate suspicious or potentially fraudulent return and refund requests.

Examples include:

1. False damage claims.
2. Returning a different product.
3. Returning a used product as unused.
4. Repeated fraudulent refund claims.
5. Manipulated photographs or videos.
6. Abuse of the return system.
7. Attempting to retain the product while receiving an unauthorized refund.

Where abuse is identified, Pramoz may:

1. Reject the refund request.
2. Restrict future return privileges.
3. Suspend the account.
4. Cancel suspicious orders.
5. Recover improperly issued refunds where legally permissible.
6. Take other appropriate action.

19. Seller Responsibilities

Pramoz sellers are expected to cooperate with legitimate return and refund requests.

Sellers are responsible for:

1. Providing accurate product information.
2. Sending the correct product.
3. Properly packaging products.
4. Maintaining applicable product quality.
5. Honoring applicable warranties.
6. Cooperating with return investigations.
7. Following Pramoz Marketplace policies.

Pramoz may take appropriate action against sellers who repeatedly fail to meet marketplace requirements.

20. Refund Decision

Pramoz may review return and refund requests using relevant information, including:

1. Order information.
2. Product listing.
3. Customer information.
4. Seller information.
5. Photos or videos.
6. Delivery records.
7. Courier information.
8. Payment records.
9. Return inspection results.
10. Other relevant evidence.

Pramoz may make a reasonable determination based on the available evidence and applicable marketplace policies.

21. Product-Specific Policies

Some products, categories, sellers, or promotional campaigns may have additional return and refund conditions.

Where a product-specific policy applies, those conditions may take precedence over the general provisions of this policy to the extent permitted by applicable law.

Customers should review the applicable product and order information before purchasing.

22. Policy Violations

A refund or return request may be rejected where the request involves:

1. Fraudulent activity.
2. False information.
3. Customer-caused damage.
4. Misuse of the product.
5. Violation of return conditions.
6. Prohibited activity.
7. Abuse of the refund system.

23. Changes to This Policy

Pramoz Marketplace may update this Refund & Return Policy from time to time to reflect changes in:

1. Marketplace operations.
2. Products and services.
3. Seller policies.
4. Payment systems.
5. Delivery operations.
6. Legal or regulatory requirements.

The latest version will always be published on this page with the applicable effective date.

24. Contact Us

If you have any questions regarding a return, refund, cancellation, or this policy, please contact us:

Pramoz Marketplace

Email: support@pramoz.com

Phone: +8801703294352

Website: pramoz.com

Our support team will review your request and provide assistance according to the applicable policy.

Our Commitment

At Pramoz Marketplace, we aim to make online shopping simple, transparent, and reliable.

We work with customers and sellers to resolve legitimate product, return, and refund issues fairly and efficiently.

Pramoz Marketplace — Your Marketplace. Your Opportunity.

© Pramoz Marketplace. All Rights Reserved.