Return & Refund Policy
Policy Overview & Timeline
At Peña Madridista Bangladesh, we strive to ensure our members are fully satisfied with their purchases. However, because our jerseys, merchandise, and membership materials are custom-printed or manufactured, returns and refunds are governed by specific guidelines.
Standard Timeline: All eligible return requests, verification, and subsequent refund processes are completed within 7 to 10 working days from the date the return claim is approved or the returned item is received at our facility.
Shipping & Delivery Timelines
We fulfill orders using our official delivery partners. Our estimated delivery times are as follows:
Inside Dhaka
5 Working Days
Standard doorstep delivery within Dhaka metropolitan area.
Outside Dhaka
10 Working Days
Delivery to all other districts and divisional cities in Bangladesh.
Note: These delivery timelines apply specifically to Fan Store merchandise orders. Official club membership cards and welcome gift packages are processed and shipped in batch shipments, and may require additional processing time.
Eligible Return Conditions
You may request a return or exchange only under the following circumstances:
- Defective or Damaged Products: The item arrived with manufacturing defects or physical damage prior to delivery.
- Incorrect Items Received: The product received does not match the product title, size, color, or customization details in your order receipt.
- Customization Mistakes: Mistakes in personalized name/number printing made on our part.
Important Requirements:
- Claims must be reported to our support team within 3 calendar days of receiving the package.
- Items must be unused, unwashed, and in their original packaging with all tags intact.
- Proof of purchase (invoice or order confirmation number) must be provided.
Refund Channels & Process
Once your return is inspected and approved, we will notify you of the status. Approved refunds will be processed through the original payment method:
- Online Gateway (SSLCommerz): Refunds will be credited back to the exact credit/debit card or mobile financial service (bKash, Nagad, etc.) used during checkout.
- Mobile Banking Transfers: For manual transactions, refunds will be sent directly to your verified bKash or Nagad personal account number.
Note: The refund reflection time on your statement can vary depending on your bank or payment service provider. We complete the transfer within our 7-10 working days timeline.
Non-Refundable Items
- • Membership Fees: Fees for official Peña Madridista Bangladesh membership plans are non-refundable except in rare, documented cases of duplicate payments.
- • Customized Apparel: Jerseys with custom names or numbers printed cannot be returned or refunded if the customer selected the incorrect size during order placement.
- • Sale/Discounted Items: Clearance sales or items bought with specific promotional coupons are final sale and cannot be returned.
How to Request a Return or Refund
To initiate a return or ask questions about our policy, please reach out via our official channels:
Ga-34/1, Mohakhali, Dhaka-1212, Bangladesh