Return & Refund Policy

At Aqeen, we want you to receive your order in the condition you expect. If you receive a product that is damaged, defective, incorrect, incomplete, or otherwise eligible for return under the applicable product-specific terms, you may request a return, replacement, or refund.

Because products vary significantly by category, return and refund eligibility may differ from one product to another. Where product-specific terms apply, those terms will take priority over this general policy.

1. When Can You Request a Return or Refund?

A return or refund may be considered when:

• You received a product different from the one you ordered.
• The product arrived damaged.
• The product has a manufacturing or functional defect covered under the applicable return or warranty terms.
• Essential parts, accessories, or items included with the order are missing.
• The product does not meet the applicable product-specific return conditions.
• Aqeen confirms that the product qualifies for a return or refund after review or inspection.
• Aqeen is unable to fulfill a prepaid order.

If you notice visible damage to the package or product at the time of delivery, please inform the delivery person immediately. Where the damage is clearly visible before acceptance, you should not accept or make payment for the order.

2. Change-of-Mind Returns

Aqeen does not generally offer returns simply because a customer changes their mind, no longer wants the product, or decides that the product is not suitable after purchase.

However, Aqeen may, at its discretion, accept a return as a goodwill exception when:

• The product is unused.
• The product remains in its original condition.
• Original packaging, accessories, manuals, tags, seals, and other included items are intact where applicable.
• The product has not been installed, activated, modified, or damaged.
• The customer agrees to pay the applicable return/delivery cost.

Goodwill returns are subject to Aqeen’s approval and may not be available for certain product categories.

3. Product Condition

Products returned because of a qualifying issue should be returned in the condition required for the applicable product category.

Depending on the product, this may include:

• Original packaging
• Accessories and cables
• Manuals and documentation
• Warranty cards
• Product labels and serial numbers
• Promotional or bundled items

Some products may need to remain unopened or unused to qualify for a return. Product-specific conditions will apply.

4. Electronics & Technology Products

For smartphones, laptops, tablets, cameras, gaming devices, headphones, earbuds, smartwatches, and similar products:

• Change-of-mind returns are generally not accepted after opening or use.
• Defective or incorrect products may qualify for return or replacement after inspection.
• Issues discovered after the applicable return period may be handled under the relevant manufacturer or seller warranty.

Opening or using a product does not automatically make it eligible for a return. The nature of the issue and the applicable product policy will determine the available resolution.

5. Personal-Care & Hygiene Products

For products such as trimmers, shavers, grooming devices, and other hygiene-sensitive products:

• Unopened products may be eligible where the applicable return conditions are met.
• Opened or used products are generally not eligible for change-of-mind returns.
• Manufacturing defects may be handled under the applicable return or warranty terms.

6. Large Appliances

Large appliances such as air conditioners, refrigerators, washing machines, televisions, and other major appliances may have additional return requirements.

Returns or exchanges for large appliances are subject to product-specific conditions, installation status, manufacturer policy, and inspection.

Once a product has been installed, return or replacement eligibility may be affected depending on the product and manufacturer requirements.

7. Damaged Products

If your product appears damaged when delivered, please inspect it before accepting the order whenever possible.

If visible damage is identified at delivery:

• Inform the delivery person immediately.
• Do not accept the damaged order where appropriate.
• Do not make COD payment for an order you have refused due to visible damage.
• Contact Aqeen as soon as possible.

If damage is discovered after delivery, contact Aqeen immediately and provide clear photos or videos of the product, packaging, and affected area.

Damage caused during courier handling will be reviewed and handled by Aqeen where applicable.

Damage caused by misuse, accident, improper handling, installation, modification, or other customer-related causes may not qualify for a return or refund.

8. Wrong or Missing Products

If you receive the wrong product or discover that an expected item, accessory, or component is missing, contact Aqeen as soon as possible.

Please keep the complete package, including all packaging materials and accessories, until the issue has been resolved.

9. Unboxing Video

For your protection, we strongly recommend recording a continuous video while opening your package, especially for electronics, appliances, fragile products, and higher-value items.

An unboxing video may be requested as supporting evidence when investigating claims involving:

• Physical damage
• Missing items
• Incorrect products
• Missing accessories
• Packaging-related issues

The video should ideally show the sealed package, shipping label, opening process, and initial condition of the product.

10. Return Shipping

For an approved return caused by a confirmed incorrect, damaged, or qualifying defective product, Aqeen may arrange or cover the applicable return delivery cost.

For approved goodwill or other customer-requested returns, the customer may be responsible for the applicable return/delivery cost.

The applicable cost will depend on the reason for the return and the product category.

11. Return Inspection

Returned products may be inspected by Aqeen, the manufacturer, an authorized service center, or another appropriate party before a return, replacement, or refund is approved.

Inspection helps us determine:

• Whether the reported issue exists
• Whether the issue is covered
• Whether the product was damaged after delivery
• Whether the product condition meets the applicable return requirements

Submitting a return request does not guarantee an automatic refund or replacement.

12. Replacement, Repair or Refund

For an approved qualifying return, the available resolution may include:

• Replacement
• Repair or service
• Refund

The applicable resolution depends on the product, availability, inspection results, manufacturer requirements, warranty terms, and the applicable product policy.

If a replacement is unavailable or cannot reasonably be provided, Aqeen may process an applicable refund.

13. When Is a Refund Available?

A refund may be available when:

• Aqeen cancels a prepaid order.
• A qualifying returned product is approved for a refund.
• A replacement cannot reasonably be provided for an approved return.
• A product qualifies for a refund under its applicable seller or manufacturer terms.
• Aqeen is unable to fulfill a prepaid order.

A refund is not automatic simply because a return request has been submitted. Where inspection is required, the refund decision will be made after the applicable review.

14. Refund for Damaged Products

If visible damage is discovered before accepting a COD delivery, you should refuse the damaged order and should not make payment.

If damage is discovered after delivery, contact Aqeen as soon as possible.

After reviewing the issue, Aqeen may provide:

• A replacement
• A repair/service solution
• A refund

The appropriate resolution depends on the product, damage, availability, and applicable policy.

15. Refund for Defective Products

For products with a confirmed defect, the resolution may be handled through:

• Replacement
• Repair
• Manufacturer/brand warranty
• Seller warranty
• Refund

Products covered by a manufacturer’s warranty may need to be assessed or serviced by the relevant brand or authorized service center.

Products covered by Aqeen’s seller warranty will be handled according to the applicable seller-warranty terms.

16. Refund for Cancelled Orders

If you cancel an eligible prepaid order before dispatch, Aqeen will refund:

The full product price + applicable delivery charge.

If Aqeen cancels a prepaid order because it cannot fulfill the order, the eligible amount will also be refunded.

17. COD Orders

For COD orders, payment is normally collected when the order is delivered.

If a qualifying damaged product is identified before acceptance, the customer may refuse the delivery and will not need to pay for the refused COD order.

If a qualifying issue is discovered after delivery, Aqeen will arrange the applicable resolution after reviewing the claim.

18. Refund Method

Refunds may be issued through an appropriate payment method depending on the original transaction and the customer’s preference.

For payments made through bKash, the refund may be processed through bKash or another agreed method.

For COD orders, Aqeen may use bKash or bank transfer, depending on the customer’s preference and the information required to process the refund.

19. Refund Timeline

Once a refund has been approved, Aqeen aims to process the refund within 7 days.

The time required for the funds to reach the customer’s account may vary depending on the selected payment method or financial institution.

20. Delivery Charges

Where a return or cancellation qualifies for a refund of delivery charges, the applicable delivery charge will be refunded.

For customer-requested or goodwill returns where the customer is responsible for return delivery costs, those costs may not be refundable.

21. Partial Refunds

For orders containing multiple products, a refund may apply only to the product or products that qualify for a refund.

The customer will be refunded the applicable amount for the approved product(s), subject to any applicable delivery or product-specific terms.

For large-appliance orders, refund calculations may depend on the specific delivery, installation, and service circumstances.

22. Failed or Unreceived Deliveries

If a customer cannot receive an order, Aqeen will attempt to contact the customer and, where possible, arrange another delivery attempt.

If the order cannot be delivered because the customer remains unavailable or unreachable, applicable delivery or return costs may be deducted from any refund.

For prepaid orders, Aqeen may refund the eligible product amount after applicable delivery/return costs have been accounted for.

23. Products Purchased During Promotions

Products purchased through promotional campaigns, special offers, bundles, clearance sales, or other discounted programs may have additional return conditions.

Please check the terms displayed with the relevant promotion or product before placing your order.

24. Fraudulent or Unsupported Claims

Aqeen reserves the right to investigate claims involving suspected misuse, intentional damage, product substitution, missing components, or other fraudulent activity.

Refunds or replacements may be denied where an investigation determines that the reported issue was caused after delivery by the customer or another unauthorized party.

25. How to Request a Return or Refund

To request a return or refund:

1. Contact Aqeen through support@aqeen.com or WhatsApp.
2. Provide your order number and relevant product details.
3. Explain the reason for the return or refund request.
4. Provide photos, videos, or other information when requested.
5. Follow the return or refund instructions provided by our team.

Customer support hours: 10:00 AM – 8:00 PM

Aqeen will review your request and let you know the next steps.

26. Important Notes

• Return and refund eligibility varies by product.
• Product-specific return, refund, and warranty conditions may take priority over this general policy.
• Products damaged through customer misuse or unauthorized modification may not qualify.
• Original packaging and included accessories should be retained until the return process is complete.
• Aqeen reserves the right to reject fraudulent, abusive, or unsupported return claims.
• Aqeen may update this policy from time to time to reflect changes in products, services, or applicable requirements.

If you have questions about whether a particular product is eligible for return or refund, please contact Aqeen before placing your order.