We want you to feel confident every time you shop with Kumari. If something isn’t quite right with your order, we’re here to make things easy. Here’s everything you need to know about returns and exchanges.

1. Our Promise

Your satisfaction matters to us. If your item arrives damaged, defective, or not as described, we’ll make it right, whether that’s a replacement, exchange, or refund, depending on the situation.

2. ⚠️ Important: Unboxing Video is Mandatory

Before opening your package, please make sure to record a complete, uninterrupted unboxing video. This is required for all orders.

Why this matters:

• If your product arrives damaged, broken, or incorrect, this video will serve as valid proof for your claim
• Without a proper unboxing video, we will not be able to accept any complaint regarding damaged, broken, or missing items, and no return, refund, or exchange will be processed for such claims

Video recording guidelines:

1. Start recording before opening the package, as soon as it’s in your hands
2. First show the outside of the package clearly, including the courier label/shipping address
3. Record the entire process in one continuous take (no cuts or edits), from opening the box to taking out every item inside
4. Make sure the condition of the product is clearly visible in the video

Please note: Edited or cut videos will not be accepted as valid proof.

3. Return Eligibility

To be eligible for a return, please make sure:

• The request is made within 3 of receiving your order
• The item is unused, unworn, and in its original condition
• All original tags, packaging, and accessories are intact
• You have proof of purchase (order number, invoice, or confirmation email)
• A valid, uncut unboxing video is provided for claims related to damage, defects, or missing items

Items that don’t meet these conditions may not qualify for a return, and we’ll let you know if that’s the case.

4. Items That Cannot Be Returned

For hygiene, safety, or practical reasons, the following items are not eligible for return or exchange:

• Innerwear, lingerie, and swimwear
• Items marked “Final Sale” or purchased during clearance/discount events
• Customized or made-to-order products
• Products without original tags or packaging
• Items damaged due to misuse after delivery

Any additional non-returnable categories will be clearly noted on the product page.

5. How to Request a Return or Exchange

Starting a return is simple:

1. Contact us within 3 of delivery via [email/phone/WhatsApp/contact form], with your order number and reason for return
2. Share your unboxing video along with photos of the item (required for damaged/defective/missing item claims); this helps us process your request faster
3. Get confirmation: our team will review your request and confirm if it’s approved, along with pickup or drop-off instructions
4. Send the item back: pack it securely in its original packaging

Please don’t send items back before receiving confirmation from our team, as unapproved returns may not be processed.

6. Damaged, Defective, or Wrong Items

Mistakes happen, and if we’ve made one, we’ll fix it at no extra cost to you. If you receive a damaged, defective, or incorrect item:

• Contact us within 3 of delivery
• Attach your unboxing video; this is mandatory for these claims to be reviewed
• We’ll arrange a free replacement, exchange, or full refund, your choice, based on availability

Claims submitted without a valid unboxing video will not be processed.

7. Refunds

Once we receive and inspect your returned item, we’ll notify you of the approval status.

• Approved refunds are processed within 3 to 5 business days
• Refunds are issued to your original payment method, or as store credit/Kumari wallet balance, depending on your preference and how the order was paid
• For Cash on Delivery orders, refunds may be issued via bKash, Nagad, or bank transfer; details will be collected during the return process
• Shipping charges (if any) are typically non-refundable, unless the return is due to our error

8. Exchanges

Prefer a different size or color instead of a refund? Let us know when you submit your return request. Exchanges are subject to stock availability; if your preferred item is unavailable, we’ll offer a refund or store credit instead.

9. Return Shipping Costs

• If the return is due to our error (wrong/damaged/defective item), we’ll cover the return shipping cost
• If the return is due to a change of mind or wrong size selection, the customer may be responsible for return shipping charges, unless stated otherwise

10. Processing Time

Step	Estimated Time
Return request review	1 to 2 business days
Item pickup/receipt	2 to 4 business days
Quality inspection	1 to 2 business days
Refund/exchange processed	3 to 7 business days

Total time from request to resolution is typically 7 to 10 business days, though it may vary slightly based on your location.

11. Need Help?

We know returns can feel like a hassle sometimes, but we’re here to make it as painless as possible. If you have any questions or need support with your return, don’t hesitate to reach out.

Kumari Customer Support
📧 Email: [email protected]
📞 Phone: +8801410440364