Refund, Return & Replacement Policy – Dupizo

Effective Date: 26 August 2025, 04:01 AM

This Refund, Return & Replacement Policy (“Policy”) governs the process under which customers of Dupizo (“Company”, “We”, “Our”, “Us”) may be entitled to claim a refund, return, or replacement of products purchased through our platform (website, mobile application, or other services). By placing an order, you (“Customer”, “You”, “Your”) agree to the terms stated herein.

1. General Principles

1.1. All sales made via Dupizo are considered final unless otherwise covered under the eligibility criteria defined in this Policy.
1.2. This Policy shall be read in conjunction with our Terms & Conditions and Privacy Policy.
1.3. Dupizo reserves the right to amend or modify this Policy without prior notice. Any revisions shall become effective immediately upon being posted on the platform.

2. Eligibility for Refund, Return & Replacement

2.1. Customers shall be eligible for a refund, return, or replacement under the following circumstances only:

  • Incorrect Item Delivered – A product materially different from the order.

  • Damaged, Defective, or Expired Item – Received in a condition unfit for consumption/use.

  • Incomplete Order – Missing items in a delivery.

  • Non-Delivery – Failure of delivery due to reasons attributable to Dupizo.

2.2. The following categories are strictly non-refundable/non-returnable:

  • Perishable and fresh items once accepted at delivery.

  • Items damaged due to Customer’s handling or negligence.

  • Digital products, gift cards, and promotional vouchers.

  • Items sold under “Final Sale” or “Clearance” labels.

3. Replacement Terms

3.1. In the event of wrong, defective, or expired products, the Customer may opt for a replacement instead of a refund.
3.2. Replacement is subject to availability of stock. If unavailable, a refund will be processed.
3.3. Perishable goods must be inspected at the time of delivery; replacement requests thereafter shall not be entertained.

4. Timeframe for Claims

4.1. For perishable items, claims must be raised immediately at delivery.
4.2. For non-perishable items, claims must be submitted within 24 (twenty-four) hours of delivery.
4.3. Claims submitted after the stipulated period shall not be accepted under any circumstances.

5. Refund Method & Timeline

5.1. Refunds will be initiated only after verification and approval of claims by Dupizo.
5.2. Refund methods:

  • Digital Payments (bKash, Nagad, Card, etc.) → Credited to the same account within 5–10 business days (subject to bank/payment gateway timelines).

  • Cash on Delivery (COD) → Refunded via Customer’s preferred bank/wallet within 5–7 business days.
    5.3. Partial refunds may be issued where applicable.

6. Return Procedure

6.1. At Delivery: Customer must immediately return wrong/damaged products to the delivery personnel.
6.2. Post-Delivery: Customer must contact Dupizo support to arrange pickup or deliver items to an authorized drop point.
6.3. All returns must be accompanied by proof of purchase and, where applicable, photographic evidence.

 

7. Process for Initiating Claim

7.1. Customers must initiate a claim via one of the following methods:

  • Platform Request: Submit via “Refund/Return/Replacement” option in the order history.

  • Email: support@dupizo.com

  • Hotline: +880 1941-231118

7.2. All claims must include:

  • Order ID

  • Product details

  • Reason for claim

  • Photo/video evidence (where applicable)

8. Limitation of Liability

8.1. Dupizo shall not be liable for delays in refund/replacement attributable to third-party service providers (e.g., banks, payment gateways, logistics).
8.2. Dupizo shall not be responsible for claims arising due to force majeure events, including but not limited to natural disasters, strikes, or governmental restrictions.
8.3. The Company’s liability under this Policy shall in no event exceed the value of the disputed order/item.

9. Governing Law & Jurisdiction

9.1. This Policy shall be governed and construed in accordance with the laws of Bangladesh.
9.2. Any disputes shall be subject to the exclusive jurisdiction of the courts located in Dhaka, Bangladesh.

10. Contact Information

For queries, complaints, or claim initiation:
Email: support@dupizo.com
Hotline: +880 1941-231118
Website: www.dupizo.com