Refund & Damage Policy

Our approach

Every order is inspected before it leaves the godown, precisely so that this policy rarely needs to be used. When something does go wrong, the shop should not carry the cost of a mistake made upstream.

1. Damaged goods

• All orders are checked for damage before dispatch.
• If an item arrives damaged, tell the delivery staff at the point of delivery or contact support the same day.
• We contact the retailer and offer a replacement of the damaged item.
• Where a replacement is not possible, we issue a refund.
• Shipping costs associated with a replacement or return are the retailer's responsibility.

2. Missing items

If an item is missing from a delivery, contact support immediately with:

• Your order number
• The name and quantity of the missing item

The support team verifies the report against the packing and delivery record and attempts to trace the item. If it cannot be located, you are offered a replacement or a refund.

3. Reporting window

• Damage or shortage — report at delivery, or within 24 hours.
• Wrong item supplied — report within 48 hours, unopened.
• Quality complaint on a sealed product — raised with the manufacturer through us; timelines depend on the brand's own policy.

Reports raised outside these windows are still reviewed, but we cannot guarantee an outcome.

4. What we cannot take back

• Items damaged after delivery, including by poor storage at the shop.
• Opened or partially used stock, unless the product itself is defective.
• Perishable goods reported after the reporting window has closed.
• Items sold as clearance or marked non-returnable at the time of ordering.

5. How refunds are issued

Approved refunds are credited to your platform account ledger by default, where they offset the next order. On request, a refund can be paid out through the original payment method.

• Ledger credit — applied within 1 working day of approval.
• Cash or digital payout — processed within 3–5 working days.

Every credit and payout appears in your running account, with the order it relates to.

6. Delivery charges

Standard next-day delivery is free. If you request same-day delivery, a small express fee may apply and is shown before you confirm the order. Express fees are refunded in full if we miss the same-day commitment.

7. If you disagree with an outcome

Ask for the case to be escalated. A senior operations manager reviews the packing record, delivery confirmation and ledger entry, and responds within 3 working days. Contact info@happybangladesh.com or call +88 01300-888811.