Return & Refund Policy – Aharzo

Effective Date: September 23, 2026

Last Updated: September 23, 2026

At Aharzo, we aim to ensure a hassle-free and satisfying shopping experience for all our customers across Bangladesh. We take great care in sourcing, inspecting, and packing our authentic food items—including traditional Pickles, Dry Fish, Ghee, Spices, Honey, Dates, Molasses, Functional Foods, and Beverages—before dispatch. However, if you receive a product that is damaged, defective, expired, or incorrect, we are here to assist you swiftly.

Our Return & Refund Policy complies with the Digital Commerce Operational Guidelines 2021 and the Consumer Rights Protection Act, 2009 of Bangladesh.

1. Eligibility Criteria for Returns & Replacements

You may request a return or replacement if your request meets the following conditions:

• Window for Claim: You must inform our customer support team within 3 calendar days from the date of delivery.

• Valid Reasons:

  • Damaged or Leaking: Product packaging arrived damaged, broken, unsealed, or spilled during transit.

  • Incorrect Item Delivered: You received a different item, weight, or variant from what you ordered.

  • Incomplete Parcel: Missing items or components from the order package.

  • Expired Product: Product received is past its expiration or best-before date.

2. Food Safety & Hygiene Return Guidelines

To maintain strictly high standards of hygiene, quality control, and food safety, category-specific guidelines apply:

• Authentic Food Items & Pantry Goods:

  • Products (including Pickles, Dry Fish, Ghee, Spices, Honey, Dates, Molasses, Functional Foods, and Beverages) must be strictly unopened, unused, with original seals, safety caps, and packaging intact.

  • Due to food safety and hygiene regulations, any food item that has been unsealed, opened, or consumed cannot be returned or refunded unless delivered damaged, spoiled, or incorrect.

3. Proof of Claim & Unboxing Video Requirement

To ensure swift verification and prevent delivery disputes with third-party logistics providers:

• Unboxing Video: Customers are strongly requested to record a clear, continuous unboxing video starting from opening the outer courier poly/box showing the shipping label to inspecting the individual item.

• Photos: High-resolution photos showing the specific issue (damage, leakage, wrong item, or missing component) along with the original order invoice.

4. Non-Returnable / Non-Refundable Items

The following items or cases are not eligible for return or refund:

• Requests made after 3 calendar days of delivery.

• Food items that have been unsealed, opened, or consumed (unless delivered damaged or defective).

• Items returned without original seals, tags, packaging, or order invoices.

• Spoilage or damage caused by customer misuse, improper storage conditions (e.g., failure to keep refrigerated or properly sealed), or neglect after delivery.

• Products bought on clearance or flash sales (unless delivered damaged).

• Change of mind after receiving the exact product ordered.

5. Return Shipping & Logistics

• Return Dispatch:

  • If the error is ours (damaged, defective, wrong item sent, or missing item), Aharzo will cover the return courier costs or arrange a pickup via our courier partners (Pathao, RedX, Steadfast, Paperfly, etc.).

  • If a return or exchange is approved under special circumstances for personal preference (e.g., wanting a different product variant), the customer must pay the applicable courier charges both ways.

• Inspection: Returned items will be inspected upon arrival at our Dhaka processing center before an exchange or refund is approved.

6. Refund Process & Timelines

Once your returned item is received and passes quality inspection:

• Approval Notification: We will notify you via phone, SMS, or email regarding the status of your refund.

• Refund Timelines:

  • Mobile Financial Services (bKash, Nagad, Rocket): Approved refunds will be credited within 5 to 7 working days.

  • Bank Transfer / Card Payments (SSLCommerz): Approved refunds will be credited within 7 to 10 working days depending on bank processing schedules.

  • Cash on Delivery (COD) Orders: Refunds for COD orders will be credited to the customer’s specified bKash or Nagad account.

• Deductions: Shipping fees are non-refundable unless the return is due to an error on our part (damaged, defective, or wrong item).

7. How to Initiate a Return

To request a return or replacement, please reach out to us with your Order ID and Unboxing Video/Photos:

• Brand Name: Aharzo

• Customer Support Hotline: +8801842-666616

• Email Support: hello@aharzo.com

• Location: Dhaka, Bangladesh

• Operating Hours: Saturday – Thursday (10:00 AM – 8:00 PM BDT)

• Social Media: Message us directly on our official Facebook or Instagram page.