Authenticity Guarantee

Introduction

Australian Goods Bangladesh stands behind the authenticity of products sold directly through our website and eligible physical sales channels.

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

If a product purchased from us is confirmed, after review, to be materially misrepresented or not genuine, we will provide an appropriate remedy in accordance with this guarantee, our Returns & Refund Policy and applicable consumer-protection requirements.

This page explains what the guarantee covers, how to submit a claim, what evidence may be required and how we determine an appropriate resolution.

1) Our Guarantee

We do not knowingly market or sell counterfeit products.

Where a product supplied by us is confirmed through a reasonable review process to be not genuine, materially misrepresented or inconsistent with the product sold, we may provide one or more of the following remedies:

• Replacement with an eligible product
• Refund of the eligible purchase amount
• Collection or return of the affected product
• Another appropriate resolution agreed with the customer

The applicable remedy depends on the evidence, product condition, purchase record and findings of the review.

2) Eligible Purchases

This guarantee applies only to eligible products purchased directly from:

• australiangoods.com.bd 
• An Australian Goods Bangladesh Experience Center
• Another sales channel formally operated by Australian Goods Bangladesh and identified on the customer invoice

The customer must be able to provide a valid order number, invoice, receipt or other acceptable purchase evidence.

3) Products Covered

The guarantee may apply to eligible products sold directly by Australian Goods Bangladesh, including:

• Vitamins and supplements
• Baby and children’s products
• Nutrition and wellness products
• Skincare, beauty and personal-care products
• Family, household and lifestyle products

Coverage remains subject to the purchase evidence, product condition and exclusions stated in this policy.

4) When to Raise a Concern

Customers should report an authenticity concern as soon as reasonably possible after delivery or collection.

Reporting within 7 days of receiving the product is recommended because it allows us to review the packaging, delivery condition and available stock more effectively.

A report made after seven days may still be reviewed, but the available evidence, product use and product condition may affect the investigation and available remedy.

5) How to Submit a Claim

Contact Customer Care and provide:

1. Order number, invoice or purchase evidence
2. Product name, size and quantity
3. Clear photographs of the front and back packaging
4. Photographs of the cap, seal and protective packaging
5. Batch, lot, manufacture and expiry details where available
6. Barcode, QR code or serial number where available
7. A clear description of the authenticity concern
8. Photographs or video showing any relevant damage, inconsistency or suspected alteration

Keep the product, invoice, original packaging and delivery materials until the review is completed.

6) Customer Responsibilities

To support a fair investigation, customers should:

• Stop using the product where safety or authenticity is in doubt
• Avoid discarding the product or packaging
• Avoid altering labels, seals, batch details or packaging
• Provide accurate purchase and claim information
• Cooperate with reasonable verification requests
• Return the product where physical inspection is required

False, misleading or fabricated claims may be rejected.

7) How We Review a Claim

Our review may include:

• Confirming the purchase and order record
• Reviewing photographs and product identifiers
• Comparing the product with available stock information
• Reviewing supplier and purchase records
• Checking packaging, batch, barcode or serial details
• Contacting the supplier where appropriate
• Referring the issue to a manufacturer or brand owner where possible
• Requesting return of the product for inspection

Some claims may require external information or supplier cooperation. The review time may therefore vary.

8) Possible Outcomes

Following the review, we may determine that:

• The product appears consistent with the available records and known packaging
• The difference is due to a legitimate packaging or label update
• Additional evidence is required
• The product should be returned for further inspection
• The product is damaged, incorrect or materially misrepresented
• The product is confirmed or reasonably established as not genuine

We will explain the result and the available resolution where reasonably possible.

9) Available Remedies

Where a claim is approved, the remedy may include:

• Replacement of the affected product
• Refund to the original payment method where possible
• Refund through another agreed payment method
• Store credit where voluntarily accepted
• Collection or reimbursement of reasonable return delivery costs where approved

Refund processing time may depend on the payment provider, bank, mobile financial service or internal verification requirements.

10) Exclusions

This guarantee does not generally cover:

• Products purchased from another seller, website or marketplace
• Products without acceptable proof of purchase
• Products resold or transferred by the original purchaser
• Products materially altered, relabelled or repackaged after delivery
• Damage caused after delivery by misuse, unsuitable storage or mishandling
• Subjective dissatisfaction with taste, fragrance, texture or colour where the product is otherwise consistent
• Minor packaging differences that result from a legitimate manufacturer update
• Claims based only on an unverified social-media post, marketplace image or third-party comparison
• Normal variation in natural products where such variation is expected

11) Packaging Differences

Different packaging does not automatically mean a product is counterfeit.

Brands may change:

• Design and colour
• Logo placement
• Ingredient presentation
• Regulatory statements
• Barcode or product code
• Regional packaging
• Pack size or promotional presentation

Packaging differences are reviewed together with the product name, identifiers, batch information, supplier records and manufacturer information.

12) Product Safety

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

Contact Customer Care promptly and retain the product for review.

For medical or health-related concerns, consult a qualified healthcare professional. Review our Medical Information Disclaimer .

13) Relationship with Our Authenticity Commitment

This Authenticity Guarantee explains the customer claim and remedy process.

Our separate Authenticity Commitment explains our broader approach to sourcing records, product checks, verification support, investigation and corrective action.

14) Contact Us

Contact us promptly if you believe a product may not be genuine.

• Customer Care: +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

For current contact details and office information, visit our Contact Us page.