Authenticity Commitment

Introduction

Australian Goods Bangladesh is committed to supplying authentic products through documented commercial supply channels and reasonable product-review procedures.

Australian Goods Bangladesh is an ecommerce brand owned and operated by Brands Outlet Bangladesh Ltd.

We do not knowingly market or sell counterfeit products. This policy explains how we review suppliers, inspect products, support customer verification requests, investigate authenticity concerns and determine appropriate remedies.

1) Our Authenticity Commitment

Our authenticity commitment is based on four practical principles:

• Documented sourcing: Products should be supported by appropriate commercial purchase or supplier records.
• Product review: Packaging, seals, labels, batch information and expiry details may be reviewed where applicable.
• Customer support: Customers may report suspicious, damaged or inconsistent products for investigation.
• Corrective action: Credible concerns may result in stock isolation, supplier escalation, replacement, refund or another remedy under the applicable policy.

2) Commercial Sourcing Controls

Products may be sourced through suitable commercial channels, including manufacturers, distributors, wholesalers, retailers, importers or other documented suppliers.

Depending on the supplier and transaction, our review may include:

• Supplier identity and contact details
• Business registration or commercial information
• Purchase invoices or transaction records
• Product identifiers and packaging information
• Previous supply performance
• Complaint or authenticity history

A product listing does not automatically mean that Australian Goods Bangladesh is an official, authorised or exclusive distributor of the brand.

Formal authorisation or partnership status is stated only where it is supported by a valid written agreement.

3) Product Receiving Checks

Product checks may be carried out when stock is received or prepared for sale.

Depending on the product category, checks may include:

• Product and pack-size confirmation
• Packaging condition
• Seal or tamper-evident feature
• Label quality and spelling
• Barcode, GTIN, QR code or product code
• Batch or lot information
• Manufacture or expiry information
• Visible damage, leakage or contamination

The exact checks available vary because packaging, identifiers and verification systems differ by brand and product.

4) Packaging, Labels & Seals

We aim to dispatch products in the condition in which they were commercially supplied to us.

• We do not intentionally alter manufacturer batch numbers or expiry dates.
• We do not intentionally replace original product labels with misleading information.
• Products with serious visible damage, leakage or broken protective seals may be withheld from sale.
• Outer transit packaging may be added to reduce damage during delivery.

Some products do not have an external seal, shrink-wrap or QR verification feature. The absence of one feature does not by itself prove that a product is counterfeit.

5) Packaging Variations

Packaging may differ from website photographs or earlier purchases for legitimate reasons.

Common reasons include:

• Manufacturer packaging updates
• Regional packaging differences
• New label or regulatory requirements
• Promotional or limited-edition packaging
• Barcode or product-code updates
• Transition between older and newer stock

Customers should compare the product name, size, ingredients, batch information and manufacturer details, not packaging colour alone.

6) Storage & Product Handling

We aim to handle products in accordance with available label, manufacturer and supplier guidance.

Product-handling controls may include:

• Clean and organised storage areas
• Protection from direct sunlight and moisture
• Separation of damaged or questionable stock
• Expiry-aware inventory handling
• Product-condition checks before dispatch
• Suitable protective packaging for delivery

We do not describe every storage location as temperature-controlled unless a specific facility and monitoring process support that claim.

7) Requesting Product Verification

Customers who have an authenticity concern should contact us promptly and avoid consuming or discarding the product until the review is complete.

Please provide:

1. Order number or purchase evidence
2. Product name and pack size
3. Clear photographs of the front and back
4. Photographs of seals, cap, label and packaging
5. Batch, lot and expiry information
6. Barcode, QR code or serial number where available
7. A clear explanation of the concern

Keeping the original packaging, invoice and delivery materials may help us review the issue.

8) How We Investigate a Concern

An authenticity investigation may include:

• Reviewing the order and product record
• Comparing photographs with available product data
• Checking supplier and purchase documentation
• Comparing batch, barcode or product identifiers
• Reviewing other stock from the same source
• Contacting the supplier where appropriate
• Referring the matter to the brand owner or manufacturer where possible
• Requesting return of the product for physical review

Review time depends on the available evidence, supplier response and whether external verification is possible.

9) Stock Isolation & Corrective Action

Where a concern appears credible, we may temporarily isolate related stock while the matter is reviewed.

Corrective action may include:

• Pausing a product listing
• Separating related stock
• Reviewing the supplier
• Cancelling future purchases
• Correcting inaccurate product information
• Contacting affected customers where appropriate
• Cooperating with a brand owner or relevant authority

10) Customer Remedies

The available remedy depends on the evidence, product condition, purchase record and applicable customer policy.

Where a product is confirmed to be incorrect, materially misrepresented, damaged, defective or not genuine, an appropriate remedy may include:

• Replacement
• Refund
• Store credit, where accepted by the customer
• Return or collection of the affected product
• Another resolution required under the applicable policy or law

A refund or replacement is not automatically approved solely because packaging differs from a website image or previous purchase.

Review our Returns & Refund Policy for eligibility, evidence and process requirements.

11) Possible Warning Signs

Customers should contact us when they notice concerns such as:

• Broken or unusually applied seals
• Missing or altered batch information
• Expiry details that appear overwritten
• Serious spelling or printing inconsistencies
• Leakage, contamination or abnormal damage
• A product that differs materially from its listing
• A barcode or verification code that produces inconsistent results

These signs may justify further review, but they do not independently prove that a product is counterfeit.

12) Documentation Requests

We may provide suitable information to support an authenticity review where it is legally and commercially appropriate.

Supplier invoices, import documents and contractual records may contain confidential or third-party information. We may therefore:

• Provide only relevant information
• Redact confidential details
• Decline to release commercially sensitive documents
• Confirm information through another reasonable method

This policy does not create an unrestricted right to obtain confidential supplier or commercial records.

13) Brand Owner & Rights-Holder Enquiries

Brand owners, manufacturers, authorised representatives and intellectual-property rights holders may contact us regarding:

• Product authenticity
• Packaging or listing accuracy
• Trademark or image use
• Product safety notices
• Recalls or corrective actions
• Distribution or representation concerns

Review our Responsible Brand Representation Policy for the applicable review process.

14) Important Limitations

• Not every brand provides public QR, serial-number or batch-verification tools.
• Product packaging may change without prior notice.
• Barcode scanning alone does not conclusively prove authenticity.
• A marketplace listing or online image is not always a reliable comparison source.
• Verification may require cooperation from a supplier, manufacturer or brand owner.
• We do not claim official distributor status unless expressly documented.

15) Health & Safety

Do not use a product that appears opened, contaminated, materially damaged or unsafe.

Website information is general product information and does not replace medical, pharmacy or other professional advice.

Always follow the current product label and manufacturer directions. Consult a qualified healthcare professional where appropriate.

Review our Medical Information Disclaimer .

16) Contact Us About Authenticity

Contact Customer Care with your order number, photographs and a clear description of the concern.

• Phone: +88 0140 445 8888 
• WhatsApp: +88 0140 445 8888 
• Email: info@australiangoods.com.bd 
• Experience Center: Holding No. 499, Road No. 34, Mohakhali DOHS, Dhaka-1206, Bangladesh

Current addresses and service information are available on our Contact Us page.