return & refund policy

Refund & Return Policy

1. The "Spot-Check" Rule for Perishables

Fresh Meat, Fish, Dairy, and Live Stock are classified as Non-Returnable once the delivery agent leaves the point of delivery.

Mandatory Inspection: You MUST inspect these items while the delivery agent is present. Please check for freshness, weight, and quality.
Right of Refusal: If you are unsatisfied with the quality, the item must be handed back to the delivery agent instantly and the reason noted on the invoice.
Finality of Sale: Once the delivery agent departs, we cannot accept any quality-related claims. This ensures food safety standards are maintained, as we cannot verify storage conditions after the product leaves our chain of custody.

2. Specially Prepared & Processed Items

For items that require Pre-Ordering or Custom Processing (e.g., fish that is cut, cleaned, or de-scaled according to your specific instructions):

Customization Lock: Once the processing (cutting/cleaning) of your order has begun, the order is considered final.
Non-Cancellable: Because these items are prepared specifically to your requirements, they are exempt from standard cancellation or return policies once prepared.
Quality Assurance: If a processed item does not meet the quality standards at the time of delivery, you must exercise your Right of Refusal as stated in Section 1.

3. Non-Perishable & Packaged Goods

For dry groceries (Oil, Rice, Spices) or non-food items, you have 3 days to request a return if:

The product is expired or damaged upon arrival.
The seal is unbroken and the packaging remains in its original condition.
The wrong item was delivered.

4. Refund Procedure

In strict compliance with Bangladesh Government regulations:

Out of Stock: If an advance payment is made and we cannot fulfill the item, we will notify you within 48 hours and issue a refund within 72 hours.
Approved Returns: Once we receive and verify a returned item (non-perishables), the refund will be initiated within 72 hours.
Original Payment Source: Refunds will be credited back to the original payment method (e.g., bKash, Rocket, or Bank Card). We do not substitute your money with "Vouchers" or "Store Credit."

5. Cancellation Policy

Standard Orders: Can be cancelled for a full refund anytime before the order leaves our warehouse.
Pre-Order/Processed Items: Cancellations are not permitted once the preparation or processing of the item has started.
In-Transit: For all perishable items, cancellations are not allowed once the rider has been dispatched for delivery.