At Enigma Fashion, we strive to ensure customer satisfaction with every purchase. Please read the following terms and conditions for product replacement, exchange, or return. Our goal is to make your shopping experience smooth and hassle-free.

Conditions for Product Return/Exchange

You can return or exchange a product under the following circumstances:

1. If the delivered product has any defects (such as tears, cracks, or stains).
2. If you receive a different product than what was ordered, including wrong size or incorrect item.

Non-Applicable Conditions for Return/Exchange

Returns or exchanges will not be accepted under the following conditions:

1. If the product is damaged due to misuse or improper handling.
2. If the damage occurs due to abnormal usage.
3. If the product has been customized in any way.
4. Discounted or promotional items are not eligible for return or exchange.
5. If the dress is not in its original condition after trial.
6. If the original packaging (including the box and invoice) is not intact.
7. If the product is returned simply because it is not to the buyer’s liking, without any defects.

How to Request a Product Exchange

To request a replacement or exchange, please provide the following details:

1. Proof of purchase (cash memo, courier receipt).
2. Order number or invoice number, and the mobile number used when placing the order.
3. Payment details (how the payment was made, the amount paid, advance payment details, and last three digits of the mobile banking number if used).

Providing accurate information helps us resolve your issue quickly.

How to Submit a Complaint

If you wish to file a complaint, please contact us within 24-48 hours of receiving the product using one of the following channels:

1. Email: Send your complaint to info@enigmafashionbd.com & tuhin-dir@hotmail.com.
2. Facebook: Message us on our official Facebook page at https://www.facebook.com/enigmafashionbd.

When submitting a complaint, please provide the following information:

• Your name or the name on the parcel.
• Your address (the delivery address).
• Product code of the item you’re reporting.
• Quantity ordered.
• Price of the product (including any discounts).

Refund Policy

Once we receive your return request, we will process your refund or exchange, depending on stock availability. If the product is out of stock, a full refund will be issued. Please note that delivery or shipping charges are non-refundable. If you selected Cash on Delivery (COD) in Dhaka, no refund is due since payment was not made upfront.

For payments made via credit card, debit card, mobile banking, or bank transfer, refunds will be processed within 7-10 working days. In case of duplicate payments due to a technical issue, the extra amount will be refunded.

If you do not receive your refund within 10 working days, please contact us at info@enigmafashionbd.com & tuhin-dir@hotmail.com for assistance.