Refund & Return Policy

1. Our Commitment

At Dot Eleven and our portfolio of brands, we are committed to your satisfaction. If you are not completely satisfied with your purchase, we offer a comprehensive return and refund policy to ensure your peace of mind.

This policy applies to all purchases made through our brands: Hadiya Outlet, Jantrapati, Tamafi, E-Posora, Yumify Shop, and Wild Musafir Shop.

2. Return Eligibility

2.1 Return Window

You may return most items within 7 days of receiving your order for a full refund. Some product categories have extended return periods:

• Electronics & Gadgets (Jantrapati): 7 days
• Fashion & Fragrance (Tamafi): 14 days
• Gifts (Hadiya Outlet): 7 days
• Houseware (Yumify Shop): 14 days
• Travel Gear (Wild Musafir Shop): 14 days
• Dropshipping (E-Posora): Per seller's policy (typically 7 days)

2.2 Condition Requirements

To be eligible for a return, items must be:

• Unused and in the same condition as received
• In original packaging with all tags, labels, and accessories
• Accompanied by the original invoice or proof of purchase
• Free from signs of wear, damage, or alterations

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned:

• Opened fragrances, cosmetics, or personal care products
• Intimate apparel, underwear, or swimwear
• Perishable food items
• Opened software or digital products
• Personalized or custom-made items
• Gift cards and vouchers
• Clearance or final sale items (marked as non-returnable)
• Items damaged due to misuse or negligence

Non-returnable items are clearly marked on product pages at the time of purchase.

4. Return Process

Step 1: Initiate Return Request

To initiate a return:

1. Contact our customer support team at [email protected] or call +880 9617 007798
2. Provide your order number and reason for return
3. Upload photos of the item (if applicable)
4. Receive a Return Authorization (RA) number within 24 hours

Step 2: Package Your Return

• Pack items securely in original packaging
• Include all accessories, manuals, and free gifts
• Write the RA number clearly on the outside of the package
• Include a copy of your invoice inside the package

Step 3: Ship or Drop Off

You have two options:

Step 4: Inspection & Processing

Once we receive your return:

• Items are inspected within 2-3 business days
• You'll receive an email confirming approval or rejection
• If approved, refund is processed within 5-7 business days (see Refund section below)

5. Refund Process

5.1 Refund Methods

Refunds are issued using the same payment method you used for purchase:

5.2 Partial Refunds

Partial refunds may be granted in the following situations:

• Item shows obvious signs of use or wear
• Item is returned without original packaging
• Missing accessories, manuals, or bundled items
• Item is damaged but not due to manufacturing defect

5.3 Refund Deductions

The following may be deducted from your refund:

• Return shipping costs (if not covered by our pickup service)
• Restocking fee (up to 15% for opened electronics or certain items)
• Depreciation (if item shows signs of use)

Note: No deductions apply if the return is due to a defective product or our shipping error.

6. Exchanges

We offer exchanges for defective items or wrong items sent. To exchange an item:

1. Follow the return process outlined in Section 4
2. Specify that you want an exchange instead of a refund
3. We'll ship the replacement item once we receive and inspect your return
4. Exchange shipping is free for defective or wrong items

Size/Color Exchanges: For fashion items, you can exchange for a different size or color within 7 days. Customer is responsible for return shipping.

7. Damaged or Defective Items

7.1 Reporting Damage

If you receive a damaged or defective item:

• Contact us within 24 hours of delivery
• Provide photos/videos of the damaged item and packaging
• Include your order number

7.2 Resolution

For damaged or defective items, we will:

• Send a replacement at no additional cost (fastest option)
• Issue a full refund including shipping costs
• Offer store credit with a 10% bonus (optional)

All shipping costs for damaged/defective returns are covered by us, including pickup from your location.

8. Wrong Item Shipped

If we shipped the wrong item to you:

• Contact us immediately with photos of the item received
• We'll arrange free pickup of the wrong item
• Correct item will be shipped immediately at no additional cost with express delivery
• You may keep any small, inexpensive wrong items as compensation

9. Cancellations

9.1 Before Shipment

You may cancel your order anytime before it is shipped:

• Contact customer support or use your account dashboard
• Full refund will be processed within 3-5 business days
• No cancellation fees apply

9.2 After Shipment

Once an order is shipped, you cannot cancel it. However, you can:

• Refuse delivery when the courier arrives
• Initiate a return after receiving the item (following our return policy)

10. E-Posora Dropshipping Returns

For items purchased through E-Posora resellers:

• Returns must be initiated through the reseller first
• If unresolved, contact E-Posora support as a mediator
• Return policy varies by individual reseller (typically 7 days)
• E-Posora guarantees quality and will intervene in disputes

11. Gift Returns

Items purchased as gifts can be returned by:

• Gift recipient: Store credit or exchange only (without receipt)
• Original purchaser: Full refund to original payment method (with receipt)

12. International Orders

For international orders (if applicable):

• Same return policy applies (7-14 days depending on category)
• Customer is responsible for return shipping costs and customs duties
• We recommend insured shipping with tracking
• Refunds are processed after customs clearance

13. Contact Us

For questions about returns and refunds, please contact us: