Return & Refund Policy
Joro Mart is built around one idea: you shouldn't have to trust a stranger with your money before you've seen what you're buying. This page explains exactly how returns, cancellations, and payment settlement work on the platform, and by using Joro Mart you agree to the practices described here.
1. How returns work at delivery
Joro Mart's return system is built around inspection at the door, rather than mailing an item back after the fact. When your order arrives:
- Inspect the package before you agree to keep it.
- If you're satisfied, pay the courier (for Cash on Delivery orders) and keep the product.
- If you decide not to keep it, you may return it immediately to the courier at the point of delivery.
- The product goes directly back to the seller — you don't need to arrange a separate return shipment.
2. Cancelling an order
Every order moves through the same set of milestones:
After you place an order, you have a 30-minute self-cancellation window to cancel it yourself — but only while the seller has not yet accepted it. If you don't cancel within that window, the order is automatically confirmed and moves forward toward acceptance and shipping.
3. Refused & failed deliveries
If an order has already been shipped and you refuse to receive it for reasons unrelated to a seller mistake (for example, simply changing your mind after the courier is already on the way), this is treated as a failed delivery.
Because the courier has already completed the transportation for that shipment, the seller is responsible for the courier charges on a failed delivery. This rule exists to discourage fake or non-serious orders and to keep the marketplace reliable for genuine buyers and sellers alike.
4. How payment & settlement works
Joro Mart doesn't let buyers and sellers exchange money directly. Every payment is routed through the platform:
- You choose Cash on Delivery (COD) or pay securely through bKash at checkout.
- Joro Mart verifies that your order was successfully delivered before releasing any funds to the seller.
- Once delivery is confirmed, the seller's earnings (93% of the product price, after Joro Mart's 7% commission) are credited to their wallet.
Because settlement only happens after delivery is confirmed, there's no separate "refund request" step for a standard return-at-delivery — if you don't keep the product, the seller is simply never paid for that order (aside from the delivery-charge rules described above).
5. Wrong, damaged, or fake items
If a delivered product doesn't match its listing — for example, it's counterfeit, misdescribed, or damaged in a way the seller didn't disclose — you can report it. Joro Mart's community reporting system covers issues including:
- Fraud or scams
- Counterfeit items
- Incorrect descriptions
- Offensive language or imagery
- Manipulated reviews
- Prohibited items
- Personal harassment
Administrators review reported listings and stores, and can edit or remove active products, flag violations, and — where a listing or seller is found to be compromised or fraudulent — manually lock, reset, or adjust its ratings.
6. Reviews after delivery
Once your order is marked Delivered, you're invited to rate the product from 1 to 5 stars and leave a comment. Your review is a verified buyer review — it's tied to an order you actually completed. Submitting it automatically updates the average rating for both the product and the seller's storefront.
7. Need help with an order?
If something about a delivery, a return, or a charge doesn't look right, our support team can help you sort it out.