Return Policy

1. Eligible Situations

A return, replacement or refund may be considered where:

• The wrong product was delivered;
• The wrong size or quantity was delivered;
• The product was damaged before or during delivery;
• The product is demonstrably defective;
• The delivered product materially differs from the confirmed order; or
• Another situation is covered by applicable law or specifically approved by MAD.FRAG.

2. Wrong Product Delivered

If you receive a product different from the product confirmed in your order, please contact MAD.FRAG as soon as possible. We may request:

• Order number;
• Photographs of the product;
• Photographs of the packaging;
• An unboxing video, where available;
• Other information reasonably necessary to verify the issue.

If the mistake is confirmed to be on our side, MAD.FRAG will arrange an appropriate replacement or refund, subject to product availability and applicable law.

3. Damaged Product

If your parcel arrives damaged, leaking, broken or otherwise visibly compromised, please document the condition of the package before opening it where reasonably possible. Please provide:

• Clear photographs;
• Video evidence where available;
• Photographs of the outer packaging;
• Photographs of the product;
• Order details.

MAD.FRAG may coordinate with the relevant courier company before approving a replacement or refund.

4. Unboxing Video

For high-value orders or where a product arrives damaged, MAD.FRAG may request an unboxing video to assist with verification.

An unboxing video is strongly recommended because it can help establish the condition of the package at the time it was received. Failure to provide an unboxing video does not automatically eliminate any rights available under applicable law, but it may make it more difficult for MAD.FRAG to verify certain delivery-related claims.

5. Change of Mind

MAD.FRAG generally does not accept returns solely because:

• You changed your mind;
• You do not like the fragrance after smelling it;
• The fragrance smells different on your skin;
• The longevity does not meet your personal expectation;
• The projection or sillage is different from your expectation;
• You ordered the wrong fragrance;
• You selected the wrong size.

Fragrance is highly subjective and performance varies between individuals.

6. Opened or Used Products

For hygiene, product-integrity and resale reasons, opened, sprayed, used, refilled, altered or tampered-with fragrance products may not be eligible for return or replacement where the issue is not attributable to MAD.FRAG.

This does not limit any mandatory consumer rights available under applicable Bangladesh law.

7. Decants & Samples

Decants and samples are transferred into smaller containers and are prepared specifically according to the customer’s selected quantity. Once a decant or sample has been opened or used, it generally cannot be returned simply because the customer does not like the fragrance. If the wrong fragrance or quantity was supplied, MAD.FRAG will review the claim under this policy.

8. Fragrance Performance

MAD.FRAG does not guarantee a specific:

• Longevity;
• Projection;
• Sillage;
• Dry-down;
• Skin performance.

These characteristics may vary according to skin chemistry, temperature, humidity, application method, storage and other factors. A difference in personal fragrance experience does not automatically constitute a defect.

9. Return Conditions

Where MAD.FRAG approves a return, the product should generally be:

• In the condition in which it was received;
• Unused where applicable;
• Complete with original packaging;
• Free from customer-caused damage or modification.

MAD.FRAG may reject a return where there is evidence of misuse, alteration, refilling, tampering or damage caused after delivery, subject to applicable law.

10. Return Shipping

Where the issue is confirmed to have resulted from MAD.FRAG’s error or a qualifying product/delivery issue, MAD.FRAG will determine the appropriate return or replacement shipping arrangement.

Where a return is requested for a reason that is not attributable to MAD.FRAG, any applicable return delivery cost may be the customer’s responsibility.

11. Refunds

If a refund is approved, the refund method and processing time may depend on the original payment method. For example:

• COD orders may be refunded through an agreed payment method;
• Mobile financial service payments may be refunded through the applicable account/payment channel;
• Online payments may be refunded through the relevant payment provider.

Refunds may take additional time to appear in a customer’s account because of third-party payment-provider processing.

12. Product Unavailability

If an approved replacement is unavailable, MAD.FRAG may offer:

• An alternative product of comparable value;
• Store credit, where appropriate and agreed; or
• A refund.

The available resolution will depend on the circumstances and applicable legal requirements.

13. Non-Delivery or Failed Delivery

If an order cannot be delivered because of an incorrect address, incorrect phone number, customer unavailability or repeated refusal to accept the parcel, MAD.FRAG may coordinate with the courier regarding the next steps.

Additional delivery charges may apply for re-delivery where the failed delivery was caused by customer-provided information or customer unavailability. Any refund will be subject to the circumstances of the order and applicable law.

14. How to Request a Return or Replacement

Please contact MAD.FRAG with:

• Order number;
• Customer name;
• Mobile number;
• Description of the issue;
• Relevant photographs/video;
• Any other information reasonably requested by our customer-support team.

Our team will review the claim and communicate the next steps.

15. Fraudulent or Abusive Claims

MAD.FRAG reserves the right to investigate claims where there is reasonable suspicion of:

• Fraud;
• Product tampering;
• Repeated abusive returns;
• False claims;
• Intentional damage;
• Unauthorized product replacement or substitution.

Nothing in this section limits any rights or remedies available under applicable law.

16. Consumer Rights

Nothing in this Return & Replacement Policy is intended to remove or reduce rights granted to consumers under mandatory applicable laws and regulations of Bangladesh. Where applicable law provides a consumer with a remedy, MAD.FRAG will comply with those requirements.

17. Policy Changes

MAD.FRAG may update this policy from time to time. The latest version published on madfrag.store will apply to future orders, subject to applicable law.

18. Contact MAD.FRAG

If you have questions about this Return & Replacement Policy or need assistance, please contact: