Return & Refund Policy

Last Updated: 28 November 2024

This Return and Refund Policy applies to all transactions conducted on info@bhodor.com. By accessing or using our services, you agree to comply with the following terms, which are designed to align with the laws and regulations of Bangladesh.

1. General Principles

  • All returns and refunds must comply with the Digital Commerce Act, 2018 and the Consumer Rights Protection Act, 2009.
  • Food products are subject to stricter refund conditions due to their perishable nature.
  • This policy is designed to safeguard the interests of both customers and vendors, while ensuring compliance with national regulatory requirements.

2. Non-Refundable Items

The following items are strictly non-refundable:

  • Perishable items such as groceries, dairy products, fruits, vegetables, cooked meals, or beverages.
  • Food that has been tampered with, consumed partially, or altered in any way after delivery.
  • Orders marked as delivered by the vendor or delivery personnel with clear photographic or geolocation proof.
  • Items that are accurately delivered as per the order details but no longer required by the customer.
  • Items damaged due to customer mishandling.

3. Eligible Refund Scenarios

Refunds may only be issued under the following conditions:

  • The product delivered is not as described (e.g., incorrect product, specifications, or quantity).
  • Items are damaged, spoiled, or unsafe for consumption at the time of delivery, supported by appropriate proof.
  • Non-delivery of the order due to vendor or delivery service failure.
  • Overcharging errors or payment processing failures.

4. Proof of Issue

To initiate a refund, customers must adhere to the following:

  • Provide photographic or video evidence of the issue within 2 hours of delivery.
  • Submit complete order details, including the order ID, delivery receipt, and timestamp.
  • Use the designated complaint form on the platform or email our customer support team.

5. Refund Process

Refunds will be processed as follows:

  1. Submit a refund request through the customer support portal or designated complaint form.
  2. Our team will review and verify claims within 3-5 business days.
  3. Refunds, if approved, will be issued via the original payment method or as store credit within 7-14 business days.
  4. Rejected claims will be communicated with a clear explanation.

6. Vendor Responsibilities

Vendors operating on our platform must comply with the following:

  • Adhere to the terms of the Digital Commerce Act, 2018 and provide accurate product descriptions.
  • Ensure the quality, freshness, and proper packaging of food products.
  • Respond promptly to disputes and provide all necessary evidence to resolve claims.
  • Notify the platform in advance of any potential order delays or issues.

7. Customer Responsibilities

Customers must ensure the following to be eligible for refunds:

  • Provide accurate delivery information to avoid misdelivery or order delays.
  • Be available to receive the order at the designated delivery time.
  • Report issues promptly within the specified 2-hour timeframe.

8. Regulatory Compliance

This policy has been designed to align with the following laws and guidelines in Bangladesh:

  • The Digital Commerce Act, 2018.
  • The Consumer Rights Protection Act, 2009.
  • Relevant guidelines issued by the Directorate of National Consumer Rights Protection (DNCRP).

Vendors or customers found in violation of these laws may face legal action, including but not limited to penalties or account suspension.

9. Dispute Resolution

In the event of a dispute, the following steps will be taken:

  1. Customers must first lodge a complaint through the platform's dispute resolution system.
  2. If unresolved, the matter will be escalated to a platform-appointed arbitration panel.
  3. For legal disputes, either party may approach the Directorate of National Consumer Rights Protection (DNCRP).

10. Force Majeure

Refunds or returns may not be guaranteed in the event of unforeseen circumstances beyond the platform's control, including but not limited to:

  • Natural disasters, floods, or extreme weather conditions.
  • Political unrest or government-mandated restrictions.
  • Operational disruptions caused by strikes, labor disputes, or logistics failures.

11. Amendments to Policy

This policy may be updated to reflect changes in laws or business practices. Updates will be published on our website, and customers are encouraged to review the policy periodically.

12. Contact Us

If you have questions or need assistance, please contact us: