Refund & Return Policy

Last updated: 5 September 2025

Thank you for shopping at All Well Buy. We work hard to deliver 100% genuine products across Bangladesh. If something isn’t right, we’re here to help—quickly and fairly.

1) Eligibility Window

  • Return/Exchange request must be submitted within 3 days of delivery (delivery day counted as Day 0).

  • Requests after 3 days or without required proof (see below) may be declined.

2) When You Can Return/Exchange

You may request a return, exchange, or refund if:

  1. Wrong item received (different product, shade, size, or quantity than ordered).

  2. Damaged or leaking product at delivery.

  3. Manufacturing defect (e.g., broken pump, faulty sprayer) discovered upon first use.

  4. Expired/near expiry item (less than 3 months remaining at delivery, unless otherwise stated on product page).

  5. Missing items in the parcel (short shipment).

Unboxing Video Is Required

Please record a clear unboxing video before opening inner seals—showing the full 360° of the parcel, shipping label, and each item. This helps us verify issues with the courier or warehouse swiftly.

3) Items Not Eligible for Return

For hygiene, safety, and authenticity reasons, the following are not returnable unless the product arrives damaged, defective, or wrong:

  • Opened or used products (any seal broken, pump/sprayer used, packaging torn).

  • Cosmetics & skincare once inner seal/foil is removed.

  • Fragrances if cellophane/box seal is opened.

  • Intimate & personal care / sexual wellness items (e.g., timing sprays, gels) if packaging is opened or tampered—only sealed, unused items qualify in case of wrong/defective delivery.

  • Health & nutrition items if opened.

  • Free gifts, samples, or promotional items.

  • “Clearance/Final Sale” items where the product page clearly states no return.

  • Color/texture differences caused by screen/lighting variances or personal preference are not considered defects.

Allergic Reactions: We recommend patch testing. Sensitivity or intolerance to an ingredient is not a product defect.

4) Return Request Process (Easy Steps)

  1. Submit a request within 3 days of delivery via our Contact/Support page or Live Chat.

  2. Provide:

    • Order ID & phone number

    • Issue type (wrong/damaged/defective/expired/missing)

    • Unboxing video and clear photos of product, parcel, and shipping label

  3. Our team will review and respond with approval & pickup details or ask for any missing info.

  4. Keep products unused and in original packaging (all boxes, manuals, tags, freebies).

  5. Handover to the assigned courier (or follow the return-mail instructions we share).

If a courier pickup isn’t available in your area, we’ll guide you to send it back using a local service. Return shipping fees are reimbursed only when the fault is ours (wrong/damaged/defective/expired/missing).

5) Inspection & Resolution Timeline

  • Once the item reaches our warehouse, quality check takes 24–72 hours.

  • After approval, we’ll process one of the following (as you prefer and subject to stock):

    • Replacement/Exchange (same item)

    • Refund

    • Store Credit (Wallet)

If the returned item fails quality check (used, missing parts, no defect found, tampered packaging), we’ll send it back to you and the claim will be closed.

6) Refund Methods & Timeframes

  • bKash/Nagad/DBBL Rocket: 24–72 hours after approval.

  • Bank card/Online payment: 7–10 business days (subject to bank/PSP).

  • Cash on Delivery (COD): Refund via bKash/Nagad only, within 24–72 hours after approval.

  • Store Credit: Instantly added after approval.

Shipping fees are non-refundable except when the error is on our side (wrong/defective/damaged/expired/missing).

7) Exchanges

  • We offer like-for-like exchanges (same product/variant) if stock is available.

  • If not available, choose refund or store credit.

8) Order Cancellations

  • You may cancel before dispatch by contacting Support quickly.

  • Orders already shipped cannot be cancelled. If you refuse delivery, it will be processed as a return (where eligible) and two-way courier costs may be deducted from the refund.

9) Pricing, Promotions & Coupons

  • Price changes after you place an order will not affect that order.

  • Coupons and offers cannot be re-applied to a refund. If a coupon was used, refunds may be prorated accordingly.

  • Free gifts must be returned unused and sealed if the main item is returned; otherwise, the gift value may be deducted.

10) Courier & Delivery Issues

  • If your parcel is late, held, or marked delivered but not received, contact Support within 48 hours so we can investigate with the courier.

  • Parcels reported missing long after delivery confirmation may be ineligible.

11) Authenticity Guarantee

We source from authorized distributors and maintain strict storage standards. If you have any concern about authenticity, message us with your unboxing video and photos—we take such reports seriously.

12) Warranties & Manufacturer Support

Some products may include manufacturer warranties. Where applicable, we’ll help connect you with the brand/distributor per their policy.

13) Fair Use & Abuse Prevention

We reserve the right to decline or limit returns/refunds if we detect policy misuse, excessive return patterns, or fraudulent activity.

14) How to Contact Us

  • Use the Contact/Support form or Live Chat on our website.

  • Or email: support@allwellbuy.com
    (For fastest service, include Order ID, phone number, issue type, and unboxing video link.)

Quick Checklist (Before You Submit)

  • ☐ Request made within 3 days of delivery

  • ☐ Unboxing video + photos ready

  • ☐ Product unused, seals intact, all accessories/gifts included

  • ☐ Contacted Support via website chat/form or email

All Well Buy may update this policy occasionally to reflect improvements to our service. Thank you for trusting us!