Returns & exchanges
A clear returns policy, not a maze.
If something is wrong with your order, tell us. We accept returns and exchanges within 7 days of delivery when the conditions below are met — and we never ask you to argue for a fair outcome.
At a glance
The essentials
7-day window
Original condition
Exchange or refund
Who pays courier
Process
How to return or exchange
- 1
Message us within 7 days
Email or use the contact form with your order phone number, the product name and the reason. Attach photos of the item and its packaging.
- 2
We approve in one business day
We confirm whether the item qualifies for a return, exchange or refund and share the pickup or drop-off instructions.
- 3
Pickup or courier drop-off
Inside Dhaka we arrange a pickup. Outside Dhaka we share the return address and the courier option that costs you least.
- 4
Inspection and resolution
Once the item reaches us we inspect it within 2 business days, then ship the exchange or process the refund.
Contact: support@otro.bd — include “Return” and your order phone number in the subject line so it reaches the right team.
Refunds
How refunds are paid
Cash-on-delivery orders are refunded through bKash, Nagad or a bank transfer in the account holder's name. Online payments are refunded to the original payment source where the provider supports it. Refunds are initiated within 2 business days of inspection and usually land within 7–10 business days depending on the provider.
Delivery charges are not refunded for change-of-mind returns. If the return is due to a defective, damaged or incorrect item, the delivery charge is refunded together with the product price.
Exchanges are dispatched after the returned item passes inspection. If the exchange item costs more, we confirm the difference with you before dispatch; if it costs less, the balance is refunded.
Exclusions
What we cannot accept
- Innerwear, swimwear and personal-care items, for hygiene reasons.
- Opened or consumed pantry items (tea, food, supplements).
- Personalised or customised items made to your specification.
- Products marked “final sale” or “no return” on the product page.
- Items damaged by misuse, improper washing or alteration after delivery.
- Items returned without tags, original packaging or included accessories.
Your rights
This policy sits on top of the law
Nothing in this policy reduces any right you have under Bangladeshi consumer protection law, including the Consumer Rights Protection Act, 2009. Where the law gives you a stronger remedy than this policy, the law applies.
If a parcel is lost or shows no tracking movement for more than 48 hours, contact us and we will file the courier claim ourselves. Please do not open a dispute with the courier directly — the contract is with us, not with you.
Read the full terms of sale and privacy policy for the rest of the detail.
Contact
Need help with a return?
Send the order phone number, product name and photos — we will reply with the next step.