FAQ Help Center

FAQs

We usually deliver within 24–48 hours depending on your location and product availability.

Delivery charges vary by location. Inside Dhaka, rates are 60tk, while outside Dhaka rates are 100tk.

Yes, we carefully source from trusted farmers to ensure every product is organic, safe, and chemical-free.

Yes, we carefully source from trusted farmers to ensure every product is organic, safe, and chemical-free.

Yes, we deliver across Bangladesh. Delivery times may vary depending on the region.

No minimum order is required—you can shop as little or as much as you want.

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Returns & Exchanges

At Familya, your satisfaction is our top priority. If your delivered product is damaged, defective, incorrect, or incomplete, you may request a return or refund within 7 days of receiving the product.

Refunds will be processed through bank transfer, bKash, or Familya vouchers after successful verification of the returned item. For more details, please review our full return guidelines.

Valid Reasons for Return

You may return a product if:

  • The product is damaged (broken, cracked, or defective).
  • The delivered product is incomplete (missing items or quantity issues).
  • The delivered product is incorrect (wrong item, size, color, or expired).
  • The delivered product does not match the description or image shown on our website.

Important Notes

  • Selected products may allow returns even if you simply change your mind. Please check the “Exceptions” section in our return policy for details.
  • Products must be returned in their original condition and packaging for approval.
  • Refunds will be initiated only after we receive and verify the returned product.

At Familya, we are committed to delivering safe, organic, and high-quality products. If you ever face an issue, our Customer Service Team is always ready to assist you.

Refund Policy

At Familya, we aim to make your shopping experience worry-free. Refund processing time depends on the type of refund and the payment method you used. The refund process begins once Familya confirms and processes your refund request.

Refunds include the product price and applicable shipping fees for returned items.

Types of Refunds

  1. Refund from Returns
    • Once your returned item reaches our warehouse and passes the Quality Check (QC), the refund will be processed.
    • To learn how to return an item, please see our [Return Policy].
  2. Refund from Canceled Orders
    • If your order is successfully canceled, the refund process begins automatically.
  3. Refund from Failed Deliveries
    • If delivery fails and the item is returned to us, the refund process will start.
    • Please note: additional time may be required depending on your shipping address and region.

Refund Conditions

  • Products must be unused, clean, undamaged, and free of defects.
  • Items must include original tags, user manuals, warranty cards, free gifts, invoices, and accessories.
  • Products must be returned in the original manufacturer’s packaging/box.
  • If Familya provided outer packaging, it must be returned as well.
  • Do not place tape, stickers, or marks directly on the manufacturer’s packaging.

Important Notes

  • Please include your Order Number and Return Tracking Number in the return package to avoid delays.
  • When handing over your package to a drop-off station or pickup agent, be sure to collect a Familya Return Acknowledgment Slip and keep it for future reference.

At Familya, we value your trust and ensure every refund is processed quickly, transparently, and securely.