1. Scope
This policy applies to purchases made through our website checkout and eligible domestic deliveries. It works together with our payment provider rules (for example SSLCOMMERZ or other gateways shown at checkout) and your bank or card issuer terms.
2. When you may qualify
We may offer a replacement or refund when:
- The product arrives damaged, leaking, or unfit for use and you report it within the notice window below.
- You receive the wrong item or a quantity mismatch versus your invoice.
- An order is cancelled by us before dispatch due to stock or compliance reasons.
- A clearly stated manufacturer defect appears under normal storage and use (subject to verification).
3. Time limits & reporting
- Damaged or incorrect deliveries: contact us within 48 hours of delivery with photos of the outer carton, label, and affected items.
- Quality concerns after opening: raise within 7 calendar days of delivery unless the product label specifies a shorter shelf-life window.
- Late reports may still be reviewed, but resolution options can be limited once logistics evidence has expired.
4. What we usually require
- Your order number and the email address used at checkout.
- Clear photos or short video showing batch details where visible.
- For returns by courier, items packed safely to prevent further damage in transit.
5. Refund methods
Approved refunds are normally returned to the original payment method where technically possible. If reversal is blocked by the gateway or bank, we may offer store credit or an alternative settlement agreed in writing.
Processing times vary: gateway reversals often appear within 5–15 business days after approval, depending on your bank.
6. Items that may not be refunded
- Products without proof of purchase from our store.
- Items opened or used beyond what is reasonable to inspect, except where defective.
- Perishable or date-sensitive goods once the cold chain or storage guidance was not followed after delivery.
- Promotional bundles where partial return breaks bundle pricing (we will explain options).
7. Shipping costs
If we confirm fault on our side or the carrier’s handling, we aim to cover reasonable return shipping or arrange pickup where available. Change-of-mind returns may incur shipping deductions if we choose to accept them as a goodwill exception.
8. How to contact us
Email from your registered address with subject Refund — [order number] and include supporting images. We will confirm receipt and outline next steps.