Returns & Refunds

Last updated: 8 March 2026

Thank you for shopping with All Well Buy. We are committed to providing our customers with a fair, transparent, and reliable shopping experience. Please read this Returns & Refunds Policy carefully before placing an order.

By purchasing from our website, you acknowledge that you have read and understood the terms below regarding returns, exchanges, refunds, cancellations, and related support procedures.

1. Return Request Window

Customers must submit any return, exchange, or refund request within 3 days of delivery.

Requests submitted after this period may not be accepted, except in cases where a delay is caused by exceptional circumstances and approved by our support team at our sole discretion.

2. Products Eligible for Return or Exchange

We accept returns and exchanges for both defective and non-defective products, subject to the conditions stated in this policy.

To be eligible, the item must generally be:

  • in new, unused, and resalable condition

  • returned within the allowed return window

  • accompanied by the required proof and order details

  • handled according to the instructions provided by our customer support team

3. Eligible Reasons for Return, Exchange, or Refund

You may contact us for return, exchange, or refund support if any of the following applies:

  • you received the wrong item

  • the item arrived damaged, broken, leaking, or physically compromised

  • an item is missing from the parcel

  • the product appears defective on first use

  • the item is expired or unreasonably close to expiry, unless this was clearly disclosed on the product page before purchase

  • the product delivered does not match the essential specification shown on the website

All such claims are subject to verification by our support team.

4. Proof Required to Process a Claim

To help us review claims fairly and efficiently, customers should provide the following:

  • Order ID

  • full name

  • phone number used for the order

  • clear photos of the item

  • clear photos of the outer parcel

  • parcel label image

  • images of any visible damage, leakage, defect, or mismatch

  • unboxing video, where available

Failure to provide adequate proof may delay review or result in rejection of the claim where verification is not possible.

5. Return Conditions

Returned items must meet the following conditions, where applicable:

  • the item must be unused

  • the item must be in its original packaging

  • the item must include all tags, inserts, accessories, seals, manuals, and complimentary items, if originally provided

  • the product must not be intentionally damaged, tampered with, or altered

  • the item must be returned following the instructions provided by our support team

We reserve the right to reject any returned item that does not meet these conditions.

6. Non-Returnable Situations

For hygiene, safety, product integrity, and misuse-prevention reasons, we may not accept returns, exchanges, or refunds in the following situations:

  • products that have been opened or used, unless the issue is a verified product defect

  • items with broken inner seal or tampered packaging

  • fragrance products after the seal has been opened

  • personal care, skincare, cosmetic, or hygiene-sensitive products after opening

  • free gifts, promotional products, discounted bonus items, or samples

  • change of mind after the product has been opened

  • dissatisfaction with fragrance, texture, taste, or personal preference

  • minor color or packaging variation caused by lighting, screen settings, or manufacturer updates

  • allergic reaction or personal sensitivity not caused by a verified manufacturing defect

  • return requests made after the allowed return period

  • products damaged due to improper use, mishandling, storage issues, or customer negligence

7. Review and Approval Process

Once we receive your claim, our customer support team will review the details and supporting proof.

Depending on the case, we may:

  • approve the request immediately

  • ask for additional information

  • request clearer photos or videos

  • provide return instructions

  • advise you to keep the item if return is not required for resolution

If a physical return is required, the item may be subject to inspection after it is received by us. Final approval of a refund, exchange, or replacement may depend on the outcome of that inspection.

8. Return Method

Approved returns may be processed through one of the following methods, depending on product type, location, and support decision:

  • return by mail

  • return at a designated drop-off location, where applicable

Customers must not send items back without prior approval and instructions from our support team.

9. Return Shipping Responsibility

Unless otherwise stated in writing by our support team, the customer is responsible for return shipping costs.

Customers are advised to package returned items carefully to avoid damage during transit. We are not responsible for items lost or damaged during return transit if the return shipment is arranged by the customer.

10. Exchanges

We accept exchanges for eligible items.

An exchange may be offered where:

  • the wrong item was delivered

  • the item is defective

  • the item was damaged during delivery

  • stock availability allows replacement or exchange

If the requested replacement item is unavailable, we may offer an alternative solution such as a refund or store credit, at our discretion.

11. Refund Options

Depending on the nature of the issue, stock availability, and verification outcome, we may offer one of the following remedies:

  • replacement

  • exchange

  • refund

  • store credit

  • wallet balance

The final resolution method will be determined based on the specific case.

12. Refund Processing Time

Once an eligible return or refund claim is approved, refunds are generally processed within 7 days.

Actual time for the customer to receive the refunded amount may vary depending on the payment method, bank processing time, mobile financial service provider, or technical processing timeline.

13. Refund Method

Approved refunds are typically issued through the original supported payment method or another mutually agreed method, which may include:

  • mobile financial service

  • bank-supported refund flow

  • store credit

  • wallet balance

In some cases, refund settlement may depend on service provider limitations, payment verification, or compliance checks.

14. Shipping Charges

Delivery charges, courier charges, and similar shipping-related fees are generally non-refundable.

However, such charges may be refunded in full or in part where the issue occurred due to our confirmed error, such as:

  • wrong item sent

  • verified damaged item

  • missing item from parcel

  • confirmed product defect

15. Order Cancellation

If you wish to cancel an order, please contact us as early as possible.

Orders that have already been processed, packed, handed to the courier, or dispatched may not be cancelled. In such cases, the order may instead be handled under the applicable return procedure after delivery, if eligible.

16. Refused Delivery

If a shipped order is refused without a valid and eligible reason, we reserve the right, where permitted by law, to deduct applicable courier, handling, return, or service charges from any refund or settlement.

17. Fair Use and Abuse Prevention

To protect our business and genuine customers, we reserve the right to reject or limit return, exchange, or refund requests in cases involving:

  • incomplete or misleading information

  • insufficient proof

  • repeated misuse of the policy

  • suspicious activity

  • abuse of promotional offers

  • intentionally damaged items

  • fraudulent claims

  • excessive return patterns that suggest non-genuine purchasing behavior

18. Limitation of Approval

Submission of a request does not automatically guarantee approval of a return, refund, or exchange.

All claims are subject to review, verification, product condition assessment, and compliance with this policy.

19. Policy Updates

We may update, revise, or modify this Returns & Refunds Policy from time to time without prior notice. Any changes will be effective upon publication on this page. Customers are encouraged to review this page periodically before making a purchase.

20. Contact Us

For return, refund, or exchange support, please contact us with your Order ID and relevant details.

Email: support@allwellbuy.com
Phone: +8801406666139
Address: House 02, Block L, Road S7, Dhaka 1216, Bangladesh