Returns & Refunds

At a Glance

• Eligible unopened products: Selected unopened and unused products may be returned within 10 days.
• Damaged or incorrect products: Report applicable issues within 5 days of delivery.
• Evidence: Clear photographs or other reasonable information may be requested. An unboxing video is not mandatory but is encouraged.
• Before returning: Contact Customer Care and receive approval and return instructions first.
• Refund timing: Approved refunds are generally initiated within 3–5 business days after approval and verification.

When a Return May Be Eligible

A return, replacement or refund may be considered when the purchase can be verified and the request falls within the applicable conditions.

Potentially eligible product issues can include:

• An incorrect product or materially incorrect order item
• A materially damaged product
• Leakage or contamination
• An expired product
• A materially compromised protective seal where applicable
• A product materially different from the confirmed order
• A verified authenticity issue
• Another verified defect or issue that gives rise to an applicable remedy

The available resolution depends on the issue, the evidence, product condition and whether inspection is required.

Change-of-Mind Returns

Selected products may be considered for a change-of-mind return when the request is made within 10 days of delivery and the product remains eligible for resale.

Generally, the product should be:

• Unopened and unused
• In its original manufacturer packaging
• With applicable seals, inserts and accessories intact
• In resalable condition

Change-of-mind returns are not available for every product or category. Restrictions may apply to health, hygiene, supplements, nutrition, food, baby-care, personal-care and other products where opening, use or safety considerations make resale inappropriate.

Reporting Periods

Different issues need different timeframes because some problems are easier to verify shortly after delivery.

• Selected unopened or unused eligible products: request a change-of-mind return within 10 days of delivery.
• Applicable damaged or incorrect product issues: report within 5 days of delivery.
• Authenticity concerns: contact us promptly, keep the product and original packaging, and avoid discarding information that may help with verification.

If a product appears opened, contaminated, leaking, materially damaged or unsafe, do not use it while the issue is being reviewed.

Products That May Not Be Eligible for Change-of-Mind Return

Subject to applicable customer rights, a change-of-mind request may be restricted where a product has been opened, used or altered, or where health, hygiene or safety considerations mean that it cannot reasonably be returned to saleable stock.

This can include certain:

• Supplements and nutrition products
• Food products
• Baby-care products
• Health or hygiene-sensitive products
• Personal-care products
• Opened or partially consumed items
• Products damaged through misuse or unsuitable storage after delivery

A category being restricted for change-of-mind purposes does not prevent us from reviewing a genuine issue involving an incorrect, damaged, defective, expired, unsafe or otherwise eligible product.

How to Start a Return or Product-Issue Request

Contact Customer Care before returning a product.

Depending on the issue, we may ask for:

• Order number or proof of purchase
• Product name and pack size
• A clear description of the issue
• Photographs of the product and packaging
• Seal, batch or lot information where relevant
• Expiry information where relevant
• Courier or payment information where it helps identify the issue

An unboxing video is not mandatory but is encouraged. Where reasonable, photographs or other available information may be enough to begin reviewing the request.

Do not send a product back until Customer Care has approved the return and provided the applicable instructions.

How We Review a Return

The review depends on the reason for the request. We may compare the order, photographs, product condition, packaging, seal, batch, expiry or other relevant information.

A physical inspection may be required before the final outcome can be confirmed. Return approval for inspection does not automatically mean that a refund or replacement has already received final approval.

For authenticity-specific concerns, our sourcing and verification approach is explained in Authenticity & Quality.

Returning an Approved Product

Once a return has been approved, Customer Care will provide the appropriate return method.

Depending on the circumstances, this may involve an agreed courier return, courier collection where available or an approved physical return to our Experience Center.

Approved physical returns are handled at:

Australian Goods Bangladesh Experience Center
Level 4, City Center
Sadar Road, Charfasson
Bhola-8340, Bangladesh 

Please do not visit or send a parcel without receiving approval and instructions first.

Who Pays the Return Delivery Cost?

Where a verified return results from an incorrect, damaged, defective or authenticity-related issue attributable to the order, Australian Goods Bangladesh will bear the reasonable return or replacement delivery cost.

For an eligible change-of-mind return, the customer is responsible for the return shipping cost.

Use the return method approved by Customer Care. Unauthorised premium or unnecessarily expensive return-delivery costs may not be reimbursed.

Replacement, Refund or Other Resolution

If a request is verified and eligible, the resolution may include a replacement, refund or another appropriate remedy depending on the circumstances and stock availability.

Where the same replacement product is unavailable, a refund or another agreed option may be considered.

Store credit should only be used where the customer voluntarily accepts it.

How Approved Refunds Are Paid

An approved refund is normally returned to the original payment method where that method supports refunds.

Where the original method cannot reasonably receive the refund, including appropriate Cash on Delivery situations, a verified bKash, Nagad or bank account may be used.

Reasonable account or payment verification may be required before the refund is initiated.

How Long Refund Processing Takes

Once the refund has been approved and the necessary return, product and payment details have been verified, Australian Goods Bangladesh generally aims to initiate the refund within 3–5 business days.

Initiation means that the refund has been submitted through the applicable refund method or payment process. The bank, card network, gateway or mobile financial service may require additional time before the funds appear in the customer's account.

Cancellation Is Different From a Return

If an order has not yet reached dispatch, courier handover or another non-reversible fulfilment stage, you may be able to request cancellation instead of returning the product later.

Order changes and cancellation requests are explained in Orders & Payments.

Once a product has been delivered, the return rules on this page apply to an eligible return request.

Need Help With a Return?

Contact Customer Care before sending a return or visiting the Experience Center. Current phone, WhatsApp, email and service hours are available on Contact Us.