Effective Date: 18/12/2025
This policy applies to orders placed on https://krystal.com.bd and should be read together with our Terms & Conditions and Privacy Policy.
Return Window
- Returns must be requested within 3 days of delivery.
- Requests after this period may be considered at our discretion, subject to review.
Eligible Returns
- Defective, damaged, missing, or incorrect products.
- Non-defective products may be returned only if new, unused, and in original packaging, subject to verification.
Delivery Timeline
- Dhaka: Up to 5 business days
- Rest of Bangladesh: 7–10 business days
- If delivery cannot be completed due to operational reasons, customers will be informed and refunds will be processed where applicable.
Required Proof for Returns
- Unboxing video (continuous, unedited) showing the product.
- Photos of the product, packaging, courier label, and invoice.
- For missing items: description, quantity, and photo/video proof.
- If applicable: visible images of parcel weight or seals.
Return Conditions
- Non-defective items must be unused, with all original tags, manuals, warranty cards (if any), and accessories.
- Products must be returned in original supplier packaging.
Fragile Items
- Fragile items damaged during delivery will be evaluated case by case. Resolution may include replacement or refund based on the damage and supporting evidence.
Return Method & Shipping Costs
- Method: By mail
- Seller error (wrong, defective, damaged, missing, or not as described): Return shipping is free, and pickup can be arranged.
- Customer-related returns (wrong address, refusal to accept delivery, COD refusal, etc.): The customer is responsible for shipping costs. Any applicable shipping charges will be deducted from the refund.
Refund Timeline
- Approved refunds are processed within 7–10 business days after confirmation.
- Refunds will be made to the original payment method, though processing times may vary slightly by bank or payment gateway.
Exchanges
- We accept exchanges for defective or incorrect products. Please contact support for exchange requests within 3 days of delivery.
How to Request a Return or Refund
To submit a request, provide your Order/Invoice number, order date, phone number, and relevant proof via:
- Contacts: Contact Us
- E-mail: support@krystal.com.bd
- Phone: 018 8666 7666
Advance Payment / Delivery Failures
If advance payment is made but delivery is not possible, customers will be promptly informed, and refunds will be processed in accordance with Bangladesh Digital Commerce Guidelines.
Policy Updates
We may update this policy at any time. The latest version on our website will always be considered effective.