MHD Ventures
General Return, Refund & Replacement Policy
MHD Ventures operates a portfolio of consumer brands and ventures offering different categories of products and services. Because the nature, use, handling and fulfilment requirements of these products may differ, individual ventures and products may have additional return, replacement or refund conditions.
This General Return, Refund & Replacement Policy establishes the general framework applicable across MHD Ventures. Where a specific venture, product or order has its own published return, replacement or refund terms, those terms will apply in addition to this general policy, provided that they do not conflict with any mandatory requirement of applicable law.
MHD Ventures conducts its digital-commerce activities in accordance with the applicable laws and regulations of Bangladesh, including the Digital Commerce Operation Guidelines 2021 and applicable consumer-protection requirements.
- Our General Principle
MHD Ventures aims to maintain a fair and transparent process for both customers and the business.
Where a problem is caused by MHD Ventures or the relevant MHD venture, we will take responsibility and provide an appropriate remedy in accordance with the nature of the product, the circumstances and applicable law.
Where a customer requests a return, cancellation or other change for reasons unrelated to an error, defect or failure attributable to MHD Ventures, the applicable product-specific terms will determine whether the request can be accepted and how any applicable delivery, packing or other already-incurred costs are treated.
No customer will be required to bear a cost that MHD Ventures is legally required to bear.
- Product-Specific Return and Refund Terms
MHD Ventures operates different ventures and product categories. Certain products may therefore have return, replacement or refund arrangements that are more generous, more specific or otherwise different from the general framework stated here.
The applicable product page, order confirmation, invoice, venture-specific policy or other written purchase terms will identify any such conditions.
Examples may include different arrangements for:
- customised or specially prepared products;
- fashion and lifestyle products;
- eyewear and prescription products;
- home and household products;
- gifts and corporate orders;
- promotional or specially priced products; and
- other products where the nature of the product requires specific handling.
Where a product-specific policy provides a customer with additional service or flexibility, that policy will apply to that product.
- When MHD Is Responsible
Where a product is delivered damaged, defective, materially different from the product ordered, incorrectly supplied, incomplete, or otherwise affected by an issue attributable to MHD Ventures, the customer should contact us as soon as reasonably possible.
Following appropriate verification, MHD Ventures may provide the applicable remedy, which may include:
- replacement of the product;
- correction or completion of the order;
- repair, where appropriate;
- return and replacement;
- refund; or
- another reasonable resolution appropriate to the circumstances.
Where the problem is established to be attributable to MHD Ventures, the customer will not be required to bear costs that MHD Ventures is responsible for under applicable law or the applicable product terms.
In appropriate cases, MHD Ventures may provide a solution that goes beyond the minimum remedy required, where doing so is commercially and operationally reasonable.
- Customer-Initiated Returns or Changes
Customers may request cancellation, return, exchange or other changes where permitted by the applicable product or venture policy.
Where a return or cancellation is accepted for reasons such as a change of mind, no longer needing the product, ordering the wrong item, or another reason not attributable to MHD Ventures, the applicable product-specific terms will determine:
- whether the return or cancellation is permitted;
- the condition in which the product must be returned;
- the applicable return period;
- who bears delivery or return transportation costs; and
- whether any already-incurred and applicable fulfilment costs may be deducted from the refund.
Any such terms will be communicated or made available to the customer before or at the time of purchase.
- Orders Refused or Changed at Delivery
An order that has been confirmed for a stated price and under stated delivery terms cannot ordinarily be renegotiated at the customer’s doorstep.
Delivery personnel are not authorised to create or approve an unauthorised price reduction, refund or other commercial adjustment.
Where a customer chooses not to accept an order for reasons unrelated to an error, defect or other responsibility of MHD Ventures, the applicable treatment of delivery, packing, return or other fulfilment costs will be determined according to the terms communicated for that order.
MHD Ventures will handle such situations professionally and without unnecessary confrontation.
- Advance Payments
Where MHD Ventures accepts an advance payment, the applicable order terms will state the payment arrangement and any relevant conditions.
If MHD Ventures fails to supply a product for which an advance payment has been received within the applicable committed period, the refund will be handled in accordance with the Digital Commerce Operation Guidelines 2021 and other applicable law.
Where a refund is legally required because MHD Ventures has failed to fulfil the order, the applicable refund will be made through the required payment method and within the applicable legal timeframe.
- Refund Method and Timing
Where a refund is approved or legally required, MHD Ventures will communicate the applicable refund process to the customer.
Where the law specifies the payment method or timeframe for a particular refund situation, MHD Ventures will follow that requirement.
For other approved refunds, the applicable venture or product policy may specify the refund method and expected processing period, taking into account the payment method originally used and any processing time required by banks, mobile financial services or other payment providers.
MHD Ventures will not use an internal processing delay to avoid a refund obligation imposed by applicable law.
- Verification of Returns and Complaints
To protect both customers and the business, MHD Ventures may reasonably verify a return, replacement or refund request before approving the applicable remedy.
Depending on the product and circumstances, verification may include:
- order details;
- photographs or video;
- product condition;
- packaging condition;
- delivery records;
- serial numbers or product identifiers;
- payment records;
- packing or fulfilment records; or
- other information reasonably relevant to determining what occurred.
Verification is intended to establish the facts of a transaction and is not intended to prevent a customer from exercising a legitimate right.
Where the facts establish that MHD Ventures is responsible, the applicable remedy will be provided accordingly.
- Customer Complaints
MHD Ventures will maintain appropriate channels for customers to submit complaints or requests concerning products and services.
Complaints will be recorded and handled through the applicable internal process. MHD Ventures will take appropriate action and communicate with the customer within the timeframe required by applicable law and regulations.
For digital-commerce complaints subject to the Digital Commerce Operation Guidelines 2021, MHD Ventures will maintain the required process for responding to and addressing complaints within the applicable 72-hour period.
- Product Condition for Customer-Initiated Returns
Where a customer-initiated return is permitted, the applicable product policy may require the product to be returned in a specified condition.
Depending on the product, this may include requirements relating to:
- unused condition;
- original packaging;
- accessories or accompanying items;
- tags, labels or seals;
- proof of purchase; and
- absence of damage caused after delivery.
Such conditions will be stated in the applicable product or venture-specific policy where relevant.
These conditions will not restrict any mandatory right available to a customer under applicable law.
- Delivery Failure Caused by MHD
If MHD Ventures accepts an order and subsequently becomes unable to fulfil it for reasons attributable to MHD Ventures, the customer will be informed and the applicable remedy will be provided in accordance with the Digital Commerce Operation Guidelines 2021 and other applicable law.
Where the law requires a full refund, MHD Ventures will not substitute a different product, store credit or other alternative unless the customer voluntarily agrees to that alternative and doing so is legally permissible.
- Force Majeure and Circumstances Beyond Reasonable Control
In exceptional circumstances beyond reasonable control, including circumstances that materially prevent fulfilment or delivery, MHD Ventures will communicate with the customer as required and handle any refund or alternative arrangement in accordance with applicable law and the Digital Commerce Operation Guidelines 2021.
- No Policy Overrides Applicable Law
Nothing in this policy is intended to remove, restrict or override any mandatory right or remedy available to a customer under the laws and regulations of Bangladesh.
If any provision of this policy conflicts with a mandatory legal requirement, the applicable law will prevail.
MHD Ventures may provide additional customer benefits, flexibility or remedies beyond the minimum legal requirement where appropriate.
- Changes to This Policy
MHD Ventures may update this General Return, Refund & Replacement Policy from time to time to reflect changes in its ventures, products, operating procedures or applicable legal and regulatory requirements.
The version applicable to a particular purchase will be determined according to the terms communicated or made available to the customer at the relevant time, subject to applicable law.
- Contact
For return, replacement, refund or complaint-related assistance, customers may contact MHD Ventures through the contact details published on this website or through the contact channel provided with their order.
We encourage customers to provide their order number and relevant details so that we can identify the transaction and assist efficiently.
MHD Ventures
43, Abdul Aziz Lane, Lalbagh, Dhaka, Bangladesh.
+8801993-646983
[email protected]