Return & Refund Policy

We want you to be happy with what you ordered. If something isn’t right, this policy explains how returns and refunds work at Muna (muna.bd).

1. Return window

You can request a return within 7 days of delivery. The exact deadline for each order is shown on the order page in your account. Once the window closes, the return option is no longer available.

2. What can be returned

An item is eligible for return when it is:

• unused and in its original condition, with tags and original packaging;
• not in a category excluded below.

Not returnable:

• Change of mind. We do not accept returns simply because you no longer want the item, so please check the size chart and the product details before ordering. A return has to be because something was wrong with what arrived.
• Digital products, including gift cards, once delivered or redeemed.
• Items damaged by use, washing or alteration after delivery.
• Items marked non-returnable on the product page.

For hygiene-sensitive baby items such as feeders and teethers, we can only accept returns when the seal or packaging is unopened, unless the item arrived damaged or defective.

3. How to request a return

1. Sign in and open the order in My Account → Orders.
2. Choose Request return, select the items and quantity, pick a reason, and add any details that help us understand the problem. Every reason needs the unboxing video described in §7.1, and you confirm on the form that you have it.
3. Choose how you would like the refund (see §5).
4. Download the return label, or write the return reference clearly on the package. Pack the item securely with its tags and original packaging, all of which come back with it.
5. Book it with a courier as home delivery to our office address, which is printed on the return label. Please do not leave the parcel at a courier branch for us to collect, a parcel waiting at a branch never reaches us and the return cannot be inspected.

Ordered as a guest? Call us on 09639-661199 with your order number and we will set the return up for you.

4. Inspection

When the item reaches us we inspect it against the reason you gave. We will tell you when inspection starts and when it is decided. If a return cannot be approved, for instance because the item shows use or parts are missing, the decision notification explains why.

5. Refunds

• Approved returns are refunded promptly. By default the refund is issued as store credit to your Muna account the moment the return is approved, usable immediately on any order. At checkout, tick Use store credit and choose how much of your balance to put towards that order.
• Once processed, please allow up to 10 working days for the refund to appear.
• If you paid by bKash or Nagad and would rather have the money back in that account than as store credit, say so in the return request; there is a field for the number. These are recorded and paid out as soon as possible, and store credit remains the fastest option.
• Orders paid with store credit are always refunded to store credit.
• Cash on delivery: if you refused the parcel or never received it and paid nothing in advance, there is nothing to refund. If you did pay in advance, the goods are refunded under this section, but a delivery charge is not refunded once the parcel has been sent and you refused it or could not be reached. If you paid cash and the return is approved, the refund is issued as store credit, or to your bKash or Nagad number on request.
• When the return is our fault, such as a wrong, damaged or defective item, the delivery charge for the items you send back is refunded too, up to ৳100 per order. For a size issue we first check whether the mistake was ours.
• Return delivery is on us as well. Pay the courier when you send the parcel back, keep the receipt, and send it to us on WhatsApp with your return ID. When the return is approved we add that charge to your refund, up to ৳120.

6. Cancelling an order

An order can be cancelled any time before it ships, while its status is pending, confirmed or processing. Tell us as soon as you can, on 09639-661199 or through the Help center, and we will cancel it for you. After shipping, please use the return process instead. If you chose an online method, or we asked for a payment in advance on a cash on delivery order, and it is not completed within about 30 minutes, the order may be cancelled automatically.

Anything already paid on a cancelled order is refunded under §5, and if the parcel had not yet left us, that includes the whole delivery charge.

7. Wrong, damaged or defective items

If you received the wrong item, or it arrived damaged or defective, open a return request or contact support. These cases are prioritised, and the delivery charge is refunded, up to ৳100.

7.1 An unboxing video is required for every return

A return is always a claim that what arrived was not what we sent, so we can only approve one when you send us a video of the parcel being opened. This applies to every reason on the return form. Please record it like this:

1. Start recording before the packet is opened, and keep it as one continuous video. Cut or edited clips cannot be accepted.
2. Show the sealed parcel from every side, including the courier label, so the order number can be read.
3. Open the parcel on camera and take every item out on camera, without stopping the recording.
4. Show the damage clearly.

Send the video on WhatsApp to 01302-661199 as soon as you have sent the return request. Write your return ID with it, the one starting RET- that we show you the moment the request is filed, and nothing else is needed. That number is for return videos and receipts, and it is the number printed on your return label. For anything else, please use the Help center.

Photos on their own are not enough, because a photo cannot show whether the item was already broken, or already the wrong one, when the parcel was opened. Without an unboxing video the return will be declined, whatever reason it was filed under. Please make the recording a habit before opening any parcel; once the packet is open there is no way to make it afterwards.

8. Store credit & withdrawals

Store credit issued for a refund does not expire. Where the cash-out feature is offered in your account, refund-derived credit can be withdrawn to bKash or Nagad, subject to the minimum amount and any fee shown on the withdrawal page. Gift-card and promotional credit can only be spent on purchases.