Frequently Asked Questions (FAQ)

Welcome to Rosen Mart

At Rosen Mart, we want to make online shopping in Bangladesh simple, convenient, and reliable. Below are answers to some of the most frequently asked questions about our products, orders, payments, delivery, returns, refunds, warranties, and customer support.

If you cannot find the answer to your question, please contact our customer support team.

1. What is Rosen Mart?

Rosen Mart is an online shopping platform in Bangladesh offering a wide range of products, including electronics and gadgets, home & lifestyle products, beauty and personal care items, health products, kids products, chocolates, watches, smart watches, trimmers, razors, and other everyday products.

Our goal is to provide customers across Bangladesh with a convenient online shopping experience, reliable delivery, and customer-focused support.

2. Where does Rosen Mart deliver?

Rosen Mart provides delivery services across Bangladesh, subject to product availability and courier coverage.

Delivery to remote or difficult-to-reach areas may require additional time or charges depending on the courier service.

3. How can I place an order?

You can place an order directly through the Rosen Mart website.

Simply:

1. Select the product you want.
2. Add it to your cart.
3. Proceed to checkout.
4. Enter your delivery information.
5. Select an available payment method.
6. Review your order.
7. Submit the order.

Our team may contact you to confirm the order before dispatch.

4. Do I need an account to place an order?

An account may not always be required to place an order, depending on the checkout options currently available on the website.

Creating an account can make it easier to manage your orders and customer information.

5. Does Rosen Mart offer Cash on Delivery?

Yes, Cash on Delivery (COD) may be available for eligible products and delivery locations.

COD availability may depend on the product, order value, delivery location, courier coverage, and other operational considerations.

Our team may contact you to confirm a COD order before dispatch.

6. What online payment methods are available?

Available online payment methods may vary from time to time.

Where online payment is available, payment may be processed through authorized third-party payment service providers.

The available payment options will be displayed during checkout.

7. How long does delivery take?

As a general guideline:

Inside Dhaka: approximately 1–3 working days

Outside Dhaka: approximately 2–5 working days

These are estimated delivery times and are not guaranteed delivery dates.

Remote locations, holidays, weather conditions, courier delays, and other circumstances may increase delivery time.

8. How much is the delivery charge?

Delivery charges may vary depending on:

• Delivery location
• Product size and weight
• Number of products
• Courier service
• Promotional offers
• Other applicable conditions

The applicable delivery charge will be displayed or communicated during the ordering process where possible.

9. Will I receive a confirmation after placing an order?

Yes. Depending on the order and available communication methods, Rosen Mart may confirm your order by phone, SMS, email, WhatsApp, or another available method.

For some orders, especially COD orders, confirmation may be required before dispatch.

10. Can I cancel my order?

You may request cancellation before the order is dispatched.

Once an order has been dispatched or handed over to a courier, cancellation may not always be possible.

If you need to cancel an order, please contact Rosen Mart as soon as possible.

11. What happens if I refuse a Cash on Delivery order?

Customers are requested not to refuse a confirmed COD order without a valid reason.

If a dispatched order is refused or cannot be delivered because the customer is unavailable or unreachable, the order may be returned to Rosen Mart.

Additional delivery or return costs may apply depending on the circumstances.

Repeated refusal of confirmed COD orders may affect the availability of COD service for future orders.

12. Can I change my delivery address after placing an order?

You should contact Rosen Mart as soon as possible if you need to change your delivery address.

An address change may be possible before dispatch, depending on the order status.

Once the package has been handed over to the courier, changing the delivery address may not always be possible.

13. What should I do if I receive a damaged product?

If you receive a damaged product, please contact Rosen Mart as soon as possible.

You may be asked to provide:

• Order or invoice number
• Product name
• Photos of the package
• Photos/videos of the damaged product
• Description of the problem

The issue will be reviewed according to our Return & Refund Policy.

14. What if I receive the wrong product?

If you receive a product that is different from what you ordered, please contact us as soon as possible.

Please provide your order/invoice number and photographs or other information requested by our support team.

After verification, we will determine the appropriate solution according to our Return & Refund Policy.

15. Can I return a product?

Some products may be eligible for return, replacement, or exchange depending on the product and reason for return.

As a general guideline, eligible return requests should normally be submitted within 7 days of delivery, unless a different return period is specifically stated on the product page or applicable product policy.

Not every product is eligible for return.

16. Are all products eligible for return?

No.

Certain products may not be eligible for return because of their nature, hygiene requirements, consumable status, manufacturer restrictions, or other applicable conditions.

Examples may include certain:

• Beauty products
• Personal care products
• Grooming products
• Trimmers and razors
• Health-related products
• Food and confectionery products
• Used or opened products

The specific return conditions displayed on the product page will apply where applicable.

17. What information do I need for a return request?

You may need to provide:

• Order number
• Invoice number
• Customer name
• Phone number
• Product name
• Reason for return
• Photos or videos where necessary
• Original packaging
• Accessories
• Warranty documentation where applicable

Please do not send a product back without receiving return instructions from Rosen Mart.

18. How long does a refund take?

After an eligible return is received and inspected, Rosen Mart will inform you whether the refund has been approved.

Once approved, the refund will be processed according to the applicable payment method.

The time required for the amount to reach your account may depend on the bank, payment provider, mobile financial service, or other financial institution.

19. How will I receive my refund for a Cash on Delivery order?

For COD orders, the refund process may require appropriate bank, mobile financial service, or other payment details from the customer.

Our support team will provide the necessary instructions when a refund is approved.

Customers are responsible for providing accurate payment information.

20. Do Rosen Mart products have a warranty?

Warranty availability is product-specific.

Not every product comes with a warranty.

If a product has a manufacturer or distributor warranty, the applicable warranty period and conditions may be mentioned on the product page, invoice, warranty card, or other product documentation.

21. Who provides the warranty service?

Depending on the product, warranty service may be provided by:

• Manufacturer
• Authorized distributor/importer
• Authorized service centre
• Rosen Mart, where applicable

Rosen Mart may assist customers in communicating with the relevant manufacturer, distributor, importer, or service centre.

22. What is the difference between return and warranty?

A return/replacement generally relates to an eligible issue shortly after receiving a product.

A warranty claim relates to a product covered by a manufacturer’s or distributor’s warranty and is subject to the specific warranty terms.

Warranty periods, service procedures, repair, replacement, and exclusions vary by product and brand.

23. What should I do if my product needs warranty service?

Please contact Rosen Mart customer support or submit a request through our Online Service & Support page.

Keep your:

• Invoice
• Order number
• Warranty card, if applicable
• Product serial number
• Original packaging, where applicable

available when requesting warranty assistance.

24. Is the original product box important?

Yes.

Customers should retain the original product packaging, accessories, invoice, warranty card, and other included documents where applicable.

Some returns, replacements, or warranty claims may require the original packaging or relevant documentation.

25. What happens if my product has physical damage?

Damage caused by misuse, accident, liquid, burning, unauthorized repair, modification, or other customer-related causes may not be covered by the applicable return or warranty policy.

Each case may be reviewed according to the product’s specific terms and applicable warranty conditions.

26. What happens if I lose my invoice?

Please contact Rosen Mart customer support and provide as much order information as possible, such as:

• Customer name
• Phone number
• Order number
• Approximate purchase date
• Product name

We will try to assist you based on the available order records.

27. Can I return a product directly to the manufacturer?

Please do not send a product directly to a manufacturer or service centre for a Rosen Mart return request unless you have been instructed to do so.

Contact Rosen Mart first so that we can guide you through the appropriate return or warranty process.

28. Can I check my order status?

If order tracking is available for your shipment, Rosen Mart or the relevant courier may provide tracking information.

You can also contact customer support with your order number or invoice number for assistance.

29. What should I do if the courier cannot reach me?

Please keep your phone available during the expected delivery period.

If the courier cannot reach you, the delivery may be delayed or unsuccessful.

If the package is returned because of repeated unsuccessful delivery attempts, additional delivery charges may apply for re-delivery.

30. Does Rosen Mart deliver on public holidays?

Delivery schedules depend on the courier service and public holiday schedule.

Orders placed during holidays may require additional processing or delivery time.

31. Can I order multiple products together?

Yes, you can add multiple eligible products to your cart and place them in one order.

Depending on product availability, location, warehouse, or courier requirements, products from the same order may sometimes be delivered separately.

32. Are product images exactly the same as the actual products?

We make reasonable efforts to display accurate product images.

However, slight differences may occur because of:

• Photography
• Lighting
• Screen settings
• Packaging updates
• Manufacturer changes

Customers should check the product specifications and description before ordering.

33. What if a product becomes unavailable after I order it?

If a product becomes unavailable after an order is placed, Rosen Mart may contact you regarding the available options.

Depending on the situation, we may offer:

• The same product when available
• An alternative product
• Order modification
• Cancellation of the affected item/order

If an applicable refund is required, it will be processed according to the relevant payment and refund procedure.

34. How can I contact Rosen Mart?

You can contact Rosen Mart regarding:

• Orders
• Products
• Delivery
• Returns
• Refunds
• Warranty
• Technical/service issues
• Other customer support matters

Rosen Mart
📍 Address: Mirpur, Dhaka-1216, Bangladesh
📞 Phone: +880 9638 828701
✉️ Email: info@rosenmart.com

For after-sales service and warranty-related requests, you may also use our Online Service & Support page.

Still Have Questions?

If you cannot find the answer to your question in this FAQ, please contact our customer support team.

We are always happy to assist you.

Rosen Mart — Customers Come First.