Return and Exchange Policy

We always strive to achieve the highest level of customer satisfaction. To ensure this, we have created a detailed Return and Exchange Policy that best serves our valued customers.

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Eligibility for Return or Exchange

You may be eligible for a return or exchange under the following conditions:

1. If any of our products fail to meet the quality standards, such as:
   ▪️ Directly damaged product
   ▪️ Defective item
   ▪️ Size or fitting issue

2. If  Gentro delivers the wrong product to the customer.

3. If the product is lost during shipping.

4. If any technical issue occurs (for example, wrong order placement).

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How to Request an Exchange

1. If you face any issue with our product, please contact us immediately:
   📞 01940-235271
   💬 Or message us on our official Facebook page: https://www.facebook.com/gentrobd100
   ⏰ Please contact within 72 hours of receiving the product.

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Refund Policy

1. Please inspect your product carefully before receiving it.
   If you notice any issue or are not satisfied, inform the delivery man immediately and ask him to call us for a return.
   👉 In this case, the delivery charge must be paid by the customer.

2. If you have already received the product and later discover an issue, you must notify us within 72 hours and send clear photos of the issue to our inbox.

3. For refunds, once we receive the returned product, we will process your refund within 7-10 working days via bKash or Nagad.

4. For all refunds, customers must send the product back to our address, and bear the delivery cost.

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Important Notes

• Returned or exchanged products must be unused, unwashed, undamaged, and include all original tags and packaging.

• Items that are opened, damaged, or without a valid receipt may be denied for exchange or return.

• WE reserves the right to determine whether a product qualifies for exchange or return after inspection.

• The exchanged garment must be of equal or higher value than the original purchase.

• For Dhaka city orders, if you wish to return while the delivery man is still present, you must pay the shipping charge at that time.

• For all return or exchange requests, shipping charges are borne by the customer.

• Products sold under discounts or promotional offers are not eligible for return or exchange, unless the product is defective or damaged.