Product Refund and Replacement Policy (Customer)
Dear Valued Customer,
We are delighted to welcome you to Safefood Limited.
We appreciate your purchase from Safefood and would like to remind you of the procedures for making changes to your decision, the time limit for returning products, and the process for returning the product. Please refer to the instructions provided for more information.
To return items ordered online/ offline:
- If you decide to not go through with your online purchase, please make sure to cancel your order within 60 minutes of placing it.
- In the event that you have issues with the product's quality, price, or validity after receiving it, please return it within a week of purchase along with your proof of purchase (such as a sales invoice or order number) or contact our customer service team for online orders. For perishable food items, you will only have 48 hours to return or replace the product.
- If you do return or exchange a product, you will be given a replacement of equal value or a refund for the same amount.
- Regarding home delivery, we can deliver products of any weight within Dhaka city without a delivery fee. If the delivery needs to be made to a higher floor (3rd to above), a fee of Tk 10 will be added for every additional 5 kg of weight exceeding 15 kg. If there is a lift available, no extra charge will apply.
- We strive to deliver your goods on the same day of your order. In the event that we are unable to do so, we will make sure to deliver them within the next 24 hours, God willing.
Get your money back:
We will refund your money similarly or conveniently after we return your product.
- We will return the funds to your mobile banking account or the wallet (credit or debit card) linked to your account.
- Please allow 5-7 business days for the refund to process. If you purchased the product during a sale or special offer, your refund, replacement, or adjustment would be based on the offer price.
In cases where multiple payment methods were used for your order, and some products are being returned, refunds will be applied in the following order:
- If bought directly from the store, payment can be made in cash.
- If purchased online or through customer service, payment can be made through a mobile banking portal such as bKash or cash.
Please refer to the instructions provided above for the simplest method of returning your purchased item. If you have any issues with your online purchase, do not hesitate to contact our customer service team. Our representative will assist you in resolving your complaint or problem efficiently.