Effective Date: 1st April 2025

Thank you for shopping with petsbaba.com.bd. We are committed to providing you with the best possible shopping experience. Our refund policy is designed to comply with the Consumer Rights Protection Act, 2009 of Bangladesh and the Digital Commerce Operation Guidelines, 2021. Please review our policy below.

1. Eligibility for Refunds

1.1 Damaged or Defective Products

If you receive a damaged or defective product, you are entitled to a refund or replacement. To qualify:

• Report the issue within 24 hours of receiving the product.

• Provide evidence, such as photos of the damage.

1.2 Incorrect Items

If you receive an incorrect product, please contact us within 24 hours of delivery with your order details. We will arrange for a replacement or refund.

1.3 Missing Items

If any items are missing from your order, notify us within 24 hours of delivery. We will investigate and issue a refund or send the missing items.

1.4 Product Unavailability

In the rare event that an item you ordered becomes unavailable, we will notify you and offer you the option to select an alternative product or receive a refund.

2. Non-Refundable Items

2.1 Due to the nature of our products, we do not accept returns or issue refunds for the following:

• Opened or used pet food items.

• Products that have been consumed or are past their expiry date.

• Products that have been altered or damaged by the customer.

2.2 If a product is marked as non-returnable or non-refundable at the time of purchase, it will not be eligible for a refund.

3. Refund Process

3.1 Once we receive your refund request and confirm your eligibility, we will process your refund to the original payment method (e.g., credit/debit card, mobile wallet, or cash on delivery) within 7-10 working days, in compliance with the Digital Commerce Operation Guidelines, 2021.

3.2 If you paid by cash on delivery, we will arrange for the refund to be processed via bank transfer or mobile payment, as per your preference.

4. Return Shipping

4.1 If a return is necessary due to damaged or incorrect items, we will cover the return shipping costs.

4.2 If the return is due to customer error (e.g., incorrect order placed), the customer will be responsible for the return shipping costs.

5. Order Cancellation

5.1 You can cancel your order before it has been shipped or dispatched. If your order has not yet been processed, we will issue a full refund.

5.2 Once an order has been shipped or delivered, it can no longer be canceled.

6. No Refund or Cancellation Policy

If a product is marked as non-refundable or non-cancelable, it will be mentioned on the product page before purchase. In such cases, no refunds or cancellations will be accepted.

7. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call 01756449329.

2. Provide your order number, the product name, and a description of the issue.

3. Include photos of damaged or incorrect items, if applicable.

4. Our team will review your request and assist you with the next steps.

8. Contact Us

If you have any questions or concerns about our refund policy, or if you need assistance with a return or refund, please contact us:

petsbaba.com.bd Customer Support
📧 Email: [email protected]
📞 Phone: 01756449329
🌐 Website: www.petsbaba.com.bd

We are dedicated to ensuring your satisfaction and are here to assist you with any concerns regarding your purchases.