Refund and Returns Policy

1. Check at delivery

Please open and check your parcel when it arrives, in front of the delivery person. If the product is damaged, wrong, or not what you ordered, you can return it to the delivery person right away and tell us on WhatsApp.

2. Problems within 3 days

If you find a problem after delivery, please let us know within 3 days of receiving your order. Problems reported after 3 days may not be accepted.

3. What cannot be returned

• Food items that have been opened, used or partly eaten, such as shutki, gur, laccha, muri, honey, ghee and oil, unless they arrived damaged, spoiled or wrong.
• Items damaged by wrong storage after delivery.
• Natural differences in size, shape or colour from the photo, which are normal for natural food products.

4. How to ask for a return

Message us on WhatsApp (+880 1711-271767) or email contact@maslama.shop with:

• Your order number
• Clear photos or a short video of the product and the parcel
• A short note about the problem

Our team will review it and reply as soon as possible.

5. Replacement or refund

If the problem is confirmed, we will offer a replacement of the same product or a refund for the affected item. If the item is no longer in stock, we will refund it.

6. How refunds are paid

Refunds are sent by bKash or another method we agree with you, usually within 7 working days after the return is approved. For cash on delivery orders refused at the door, no payment is taken, so no refund is needed.

7. Delivery charge

If the product was damaged, spoiled or wrong, we cover the delivery charge for the return or replacement. If you return a product for any other reason, the delivery charge is not refunded.

8. Cancelling an order

You can cancel your order free of charge before it is sent. Message us on WhatsApp with your order number. If you paid by bKash in advance, we will refund the full amount.