Family Mall Returns & Refund Policy

At Family Mall, customer satisfaction is our top priority. We take pride in offering authentic, high-quality products. If you receive a damaged, defective, or incorrect item, we’re here to make it right.

✅ Replacement & Refund Guarantee

If your order arrives damaged, defective, or incorrect, we’ll send you a replacement or offer a full refund — no additional shipping charges will be applied for these cases.

Please review our full Returns & Refund Policy below:

🚚 Closed Box Delivery Policy

We follow a strict “Closed Box Delivery” system to maintain product authenticity, protect customer privacy, and prevent product tampering.

📦 Return Conditions

  1. Report Within Timeframe:
    If you notice any issue (damage, defect, or wrong product) after opening the box, notify our Customer Experience Team via inbox or hotline +880 1332-502405 with proper photo/video proof.
    • Report must be made within 3 days of receiving the product.
    • For electronics, you have a 15-day replacement guarantee for any non-functioning or defective item.
  2. Non-Returnable Items:
    • Used, swatched, or opened liquid/semi-liquid products.
    • Products purchased during clearance sales.
    • Personal preference issues (e.g., smell, texture, color, or change of mind).
    • Items with broken seals or that do not suit you.
  3. Wrong Order by Customer: If you accidentally ordered the wrong product, you may request an exchange by covering the return and reshipping costs. Approval depends on product type and management discretion.
  4. Mandatory Return Items:
    • Original invoice
    • Family Mall packaging (box and seal)
    • Undamaged product packaging (where applicable)

👙 Special Notes on Intimate Wear (Lingerie)

  • Please consult our Female Fit Consultants for size-related guidance before purchasing.
  • Panties (bottoms) are strictly non-returnable and non-exchangeable, regardless of trial status.

🔁 Return & Pickup Process

  • Pickup will be arranged via third-party courier, handled by our Customer Experience Team.
  • Pickup may take up to 7 working days, and once received, replacement delivery may take an additional 7 working days.
  • You will not be charged for pickup in case of valid claims (conditions apply).

📞 For Assistance:

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