Refund and Returns Policy

Effective Date: 1st September, 2025

1) Purpose

At Shop Relevance, customer satisfaction is our top priority. If for any reason a product does not meet your expectations, our Return & Refund Policy is here to ensure transparency and security for you.

2) Return Eligibility

You are eligible to request a return or exchange under the following conditions:

• The product must be opened and inspected in the presence of the delivery personnel. If any issue is found, the return must be initiated immediately in front of the delivery personnel. Returns made later will not be accepted.

• If the product is defective, damaged, incorrect, or incomplete at the time of delivery.

• The product must not be used, washed, or cleaned and must remain in its original packaging with all tags/labels intact.

• Packaging, boxes, instruction manuals, and any complimentary items must all be included.

• Returns or exchanges will only be accepted if the product has not been altered or modified.

3) Non-Returnable Items

Certain items are not eligible for return, such as:

• Products that are used, washed, altered, or have seals/labels removed.

• Damage caused during use, customer mishandling, or shipping errors not attributable to Shop Relevance.

• Products that are excessively used or modified.

• Sale/discount items clearly marked as “Final Sale / Non-returnable.”

• Specific health-related or personal hygiene products.

4) Return / Exchange Process

1. To request a return or refund, please contact our Customer Support team (via email / Facebook message / website form) with your order number and photo/video proof (if defective).

2. Clearly mention the date of delivery and the issue faced.

3. Our QC (Quality Control) team will review the request and decide if the return or exchange is applicable.

5) Refund Policy

• Refunds will be issued if the product was wrong, defective, or does not match its advertised features.

• Refunds will be processed within 6–7 business days after we receive the returned product and verify its condition through QC.

• Refunds will be made via the same payment method used for the purchase (Bank Transfer / Mobile Wallet / Credit Card, etc.), but bank processing times may vary.

• For Cash-on-Delivery (COD) orders, refunds will be issued only if the product qualifies for return and you provide proof of payment. In some cases, charges such as delivery fees may be deducted.

6) Return Shipping & Costs

• Please notify us before initiating a return; we will provide you with the return address and instructions.

• If the product is defective or incorrect, Shop Relevance will bear the return shipping cost.

• For “Change of Mind” returns, the customer will typically bear the return shipping cost.

7) Exchange Option

• If you wish to change the product for another size/color/model, exchanges may be arranged depending on stock availability.

• Exchange requests will only be accepted if the product qualifies under the return conditions.

8) Fraud & Misrepresentation

• If a product is opened or tampered with and the QC team determines that it was used or modified, the return/refund request will be rejected.

• Shop Relevance reserves the right to reject claims if false information, photos, or videos are submitted.

9) Customer Support & Contact

For any return or refund inquiries, please contact our Customer Support team:

• Email: contact@shoprelevancebd.com

• Phone / WhatsApp: +8801346429938

• Office Hours: 9AM – 10PM 

10) Legal Terms

• This policy is governed in accordance with the Digital Commerce Act and the Consumer Rights Protection Act of Bangladesh.

• Shop Relevance reserves the right to update or modify this policy at any time, with changes announced on our website.