• Refund Timelines: If a seller fails to deliver a product after receiving an advance payment, a full refund must be issued to the purchaser within a certain timeframe (e.g., within 72 hours of cancellation or 10 days of a delivery delay).
• Complaint Resolution: E-commerce businesses are required to have a system for receiving complaints and must communicate a solution to the customer within a specified period (e.g., 72 hours).
• Product Description: Sellers must provide a clear and transparent description of the product, including its features, origin, and conditions for returns and exchanges.

Elements of a Standard Refund and Return Policy

Based on best practices and the legal framework in Bangladesh, an online shop’s policy should clearly address the following points:

1. Eligibility for Return

• Damaged or Defective Products: The policy should explicitly state that a customer can return a product if it is damaged, defective, or incorrect at the time of delivery.
• Incorrect Product: If the delivered product does not match the one ordered (wrong size, color, or model), it is eligible for return.
• Unused and Original Condition: To be eligible for a return, the item must be unused, unwashed, and in the same condition as it was received. It should be returned in its original packaging with all tags, manuals, accessories, and a copy of the invoice.

2. Time Frame

• Return Window: A standard return window is typically 3 to 7 days from the date of delivery. Some businesses offer up to 30 days, but a shorter period is more common.
• Reporting the Issue: The policy should clearly state the deadline for a customer to report a return request (e.g., “within 24 hours of receiving the product”). Many shops require the customer to provide an “unboxing video” to prove the product was damaged upon arrival.

3. Non-Returnable Items

Certain products are often exempt from being returned due to their nature. These may include:

• Perishable goods (e.g., food, flowers).
• Intimate or sanitary goods.
• Digital products, software, and gift cards.
• Customized or personalized items.

4. Refund Process

• Refund Method: The policy should detail how the refund will be processed. Common methods in Bangladesh include mobile wallet reversal (bKash, Nagad), bank deposit, or credit card reversal. Some businesses might offer store credit as an option.
• Refund Timeline: Clearly state the expected time for the refund to be completed after the returned item has been received and inspected. This can range from 3 to 15 business days, depending on the payment method and bank policies.
• Deductions: The policy should specify if any charges will be deducted from the refund amount, such as payment gateway fees or shipping costs, especially if the return is not due to a seller’s error.

5. How to Initiate a Return

Provide clear, step-by-step instructions for the customer to request a return. This should include:

• Contact information (phone number, email, or a dedicated return form on the website).
• Information to be provided (order number, reason for return, photos/video of the product).
• Details on how to send the product back (e.g., via courier to a specific address or drop-off at a physical location).