RETURN & REFUND POLICY
Last Updated: June 2026
Welcome to Alada.com.bd. As a trusted multi-vendor marketplace in Bangladesh, we strive to ensure customer satisfaction while maintaining fair policies for customers, vendors, and service providers. This Return & Refund Policy outlines the terms and conditions governing returns, replacements, cancellations, and refunds for products and services purchased through our platform.
1. Scope of Policy
This policy applies to products and services sold through Alada.com.bd, including but not limited to:
-Food, Grocery & Beverages
-Fashion & Lifestyle
-Health & Beauty
-Health Care & Pharmacy
-Electronics & Gadgets
-Books, Stationery & Gift Items
-Home & Kitchen
-Sports & Fitness
-Baby & Kids
-Automotive
-Agriculture & Pet Supplies
-Digital Products and Services
-Professional and On-Demand Services
2. Return Eligibility
Customers may request a return if:
-The product received is damaged or defective.
-The product received is incorrect or different from the ordered item.
-The product has missing parts or accessories.
-The product arrives expired (where applicable).
-The product is significantly different from its description on the platform.
Return requests must generally be submitted within 3 to 7 days of receiving the product unless otherwise specified by the vendor.
3. Conditions for Accepting Returns
To qualify for a return:
-The product must be unused, unworn, and in its original condition.
-Original packaging, tags, labels, manuals, and accessories must be included.
-Proof of purchase or order confirmation must be provided.
-The product must not show signs of misuse, negligence, or intentional damage.
Vendors reserve the right to inspect returned products before approving a refund or replacement.
4. Non-Returnable Products
The following items may not be eligible for return unless damaged, defective, or incorrectly delivered:
Food, Grocery & Perishable Items
–Fresh food
-Prepared food
-Frozen items
-Dairy products
-Fruits and vegetables
Health & Personal Care Products
-Medicines and pharmaceutical products
-Medical devices with broken seals
-Personal hygiene products
-Cosmetics and beauty products that have been opened or used
Digital Products & Services
-Downloadable software
-Digital subscriptions
-Online courses
-Gift cards
-Digital files
Customized Products
-Personalized items
-Made-to-order products
-Custom-printed products
5. Replacement Policy
Customers may request a replacement instead of a refund when:
-The item is defective.
-The wrong item was delivered.
-The product arrived damaged during transit.
Replacement approval depends on product availability and vendor policies.
If a replacement is unavailable, a refund may be issued.
6. Return Request Procedure
To initiate a return:
Log in to your Alada.com.bd account.
1. Navigate to your order history.
2. Select the relevant order.
3. Submit a return request with:
— Order number
— Reason for return
— Supporting photos or videos (if applicable)
— Wait for vendor and platform review.
Customers may also contact customer support for assistance.
7. Refund Eligibility
Refunds may be approved if:
– The returned product passes inspection.
-The vendor cannot provide a replacement.
-The order is cancelled before shipment.
-The product is unavailable after payment.
-The service provider fails to deliver the agreed service.
Refund approvals are subject to vendor verification and platform review.
8. Refund Methods
Approved refunds may be issued through:
-Original payment method
-Mobile banking (bKash, Nagad, Rocket, etc.)
-Bank transfer
-Store credit or wallet balance (where available)
The refund method may vary depending on the original payment method and applicable regulations.
9. Refund Processing Time9. Delivery Delays
| Payment Method | Estimated Processing Time |
|---|---|
| Mobile Banking | 1–5 Business Days |
| Bank Transfer | 3–10 Business Days |
| Online Payment Gateway | 5–15 Business Days |
| Store Credit/Wallet | Within 24 Hours |
10. Order Cancellation Policy
Before Shipment
Customers may request cancellation before the order has been shipped or processed.
After Shipment
Orders that have already been shipped may not be eligible for cancellation and may instead be subject to the return process.
Vendor-Initiated Cancellation
A vendor may cancel an order due to:
-Product unavailability
-Pricing errors
-Regulatory restrictions
-Suspected fraudulent activity
In such cases, eligible payments will be refunded.
11. Service Refund Policy
For services offered through Alada.com.bd:
-Refund eligibility depends on the nature of the service and vendor agreement.
-Completed services are generally non-refundable.
-If a service provider fails to deliver the agreed service, a partial or full refund may be considered after investigation.
12. Shipping Charges
-Original shipping charges are generally non-refundable unless the return is due to vendor error, defective products, or incorrect delivery.
-Return shipping costs may be borne by the customer unless the vendor or platform determines otherwise.
13. Fraudulent or Abusive Claims
Alada.com.bd reserves the right to reject:
-False return claims
-Excessive return abuse
-Fraudulent refund requests
-Claims involving intentionally damaged products
Appropriate actions may be taken against accounts found violating platform policies.
14. Multi-Vendor Marketplace Disclaimer
Alada.com.bd operates as a marketplace connecting buyers and independent vendors.
Return, replacement, and refund decisions may involve:
-The vendor
-Logistics partners
-Alada.com.bd customer support
Certain vendors may have additional category-specific policies, which will be displayed on the relevant product or service page.
15. Contact Us
For any return, replacement, cancellation, or refund-related inquiries, please contact:
Email: support@alada.com.bd
Our support team will review your request and assist in resolving your issue as quickly as possible.
By placing an order through Alada.com.bd, you acknowledge and agree to this Return & Refund Policy.