Refund policy

Refund and Return Policy

At Moana Mart, we are committed to providing quality products for mothers, babies, and families. Customer satisfaction and product safety are our priorities.

Please read our Refund and Return Policy carefully before placing an order.

1. Eligibility for Returns

Customers may request a return or replacement under the following circumstances:

Damaged Products: The product arrives physically damaged.
Defective Products: The product has a manufacturing defect or does not function properly upon arrival.
Incorrect Products: The customer receives a product different from the one ordered.
Missing Items: One or more items are missing from the delivered order.

Customers must contact us within 48 hours of receiving the order to report any of the above issues.

Return or replacement requests are subject to verification and approval by Moana Mart.

2. Non-Returnable Products

For hygiene, health, and safety reasons, certain products cannot be returned or refunded unless they arrive damaged, defective, incorrect, or otherwise qualify under applicable consumer protection requirements.

These products may include:

Breast pumps and breastfeeding accessories.
Baby feeding bottles, nipples, and other feeding accessories.
Personal care and hygiene products.
Maternity and postpartum hygiene products.
Opened or used products intended for personal or baby care.
Products marked as non-returnable at the time of purchase.

Products must not have been misused, modified, or damaged after delivery.

3. Change of Mind

If a customer changes their mind after receiving an order, returns or refunds are not guaranteed.

Products may be considered for return only if they are unused, unopened, in their original packaging, and approved by Moana Mart. Any applicable return delivery charges will be communicated to the customer before the return is processed.

Products that have been used, opened, or cannot be resold safely may not be eligible for return, subject to applicable law.

4. Refund Process

If a refund request is approved, Moana Mart will notify the customer and explain the next steps.

Refunds may be issued through the original payment method, mobile financial services, bank transfer, or another mutually agreed payment method, depending on how the order was paid.

For eligible returns, the refund will be processed after the returned product has been received and inspected, where applicable.

The time required for the refunded amount to reach the customer may depend on the payment service provider or financial institution.

5. Replacement Policy

Where appropriate, Moana Mart may offer a replacement instead of a refund for damaged, defective, or incorrectly delivered products.

Replacement availability depends on stock availability. If a suitable replacement is unavailable, we will discuss an appropriate refund or other resolution with the customer.

6. Order Cancellation

Customers who wish to cancel an order should contact Moana Mart as soon as possible.

Before dispatch: Cancellation requests may be accepted if the order has not yet been shipped or handed over to the delivery service.
After dispatch: Cancellation may not be possible. The customer should contact our support team for assistance.
Prepaid orders: If a cancellation is approved, any eligible refund will be processed according to this policy.

Orders cannot be cancelled simply by refusing delivery without contacting our customer support team.

7. Delivery Charges

If a return is approved because the wrong product was delivered or the product arrived damaged or defective, Moana Mart will review the circumstances and communicate the applicable return or replacement delivery arrangements.

For approved returns due to a change of mind, the customer may be responsible for the applicable delivery and return shipping charges.

8. How to Request a Refund or Return

To request a refund, replacement, or return, please contact us with the following information:

Your order number.
Your name and contact number.
The name of the product.
A brief explanation of the issue.
Clear photographs or videos showing the product and any damage or defect, where applicable.

Contact Moana Mart:

Website: https://moanamart.com/

Please contact us within 48 hours of receiving your order for damaged, defective, incorrect, or incomplete deliveries.

Our team will review your request and guide you through the process.

9. Important Conditions

Products must be handled and stored according to the manufacturer's instructions.
Damage caused by misuse, improper installation, unauthorized repair, or normal wear and tear may not qualify for a refund or replacement.
Refund and return requests are subject to product inspection and verification, where applicable.
Moana Mart reserves the right to investigate suspected fraudulent or abusive refund claims.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable laws of Bangladesh.