Return, Refund, and Cancellation Policy
Strictly follows Digital Commerce Operation Guidelines established by the Ministry of Commerce, Bangladesh.
1. Mandatory Unboxing Video
MandatoryTo protect both our customers and our business from fraudulent claims, an uncut unboxing video is mandatory for all return and refund claims regarding damaged, defective, or missing items. The video must clearly show the intact shipping label, the sealed package being opened, and the defect in the product.
2. Valid Reasons for Return
You may return an item within 3 to 7 days of delivery if it meets one of the following criteria:
- Damaged or Defective: The product is physically damaged or malfunctioning upon arrival.
- Incorrect Item: The product delivered does not match the description, color, or size ordered.
- Missing Parts: The package is missing components or promotional freebies mentioned on the website.
3. Conditions for Return
To be eligible for a return, the product must meet the following conditions:
- The item must be unused, unworn, unwashed, and without any flaws.
- All original tags, user manuals, warranty cards, freebies, and accessories must be included.
- The product must be returned in its original and undamaged manufacturer's packaging/box. Please do not apply tape or courier stickers directly to the product box.
4. Non-Returnable Items
For hygiene, safety, and operational reasons, the following items cannot be returned or exchanged once delivered:
- Undergarments, innerwear, and swimwear.
- Cosmetics, skincare, perfumes, and personal care items (if the seal is broken).
- Perishable goods (e.g., fresh food, milk, vegetables).
- Custom-made or personalized items.
- Items purchased during clearance sales, flash sales, or with heavy promotional discounts.
5. How to Initiate a Return
Contact Us
Call our Customer Helpline at +880 1607-136663 or email us at support@arexo.shop within 24 hours for electronics / 3 days for fashion of receiving the product.
Provide Proof
Share your Order ID, invoice copy, and the mandatory unboxing video/photos via our WhatsApp support number: +8801607136663.
Message on WhatsAppReturn Methods
Inside Dhaka: We will arrange a free reverse pick-up from your address if the fault is ours. Outside Dhaka: You will be requested to drop the package off at your nearest verified courier service (e.g., Sundarban Courier, Steadfast, or Pathao) directed to our warehouse. We will reimburse the courier charge if the claim is valid.
6. Refund Policy & Timelines
Once we receive your returned item, our Quality Assurance (QA) team will inspect it.
- Approval: If the return is approved, we will initiate a refund immediately.
- Timeline: As per Bangladesh Bank and Ministry of Commerce guidelines, refunds will be processed within 7 to 10 working days.
- Payment Method: Refunds are strictly reversed to the original payment method used during checkout. If you paid via Cash on Delivery (COD), the refund will be issued to your designated Mobile Financial Service (bKash/Nagad/Rocket) or Bank Account.
- Deductions: Shipping and delivery charges are non-refundable. If the return is due to a customer error (e.g., ordering the wrong size), a reverse logistics fee of BDT 60-120 may be deducted from the refund amount.
7. Exchange Policy
If you wish to exchange an item for a different size or color, please follow the return process. Once the return is validated, we will issue a store credit/voucher to your account, which you can use to order the new item, or we will dispatch the requested replacement directly (subject to stock availability).
8. Order Cancellation Policy
- Cancellation by Customer: You can cancel your order at any time before it has been dispatched from our warehouse. To cancel, please call our helpline or message us on WhatsApp. If you have already paid for the order, a full refund will be processed. Once the order is dispatched, it cannot be canceled; however, you may refuse to accept the delivery at your doorstep (standard delivery charges may be deducted from your prepaid refund).
- Cancellation by Arexo: We reserve the right to cancel any order due to stock unavailability, pricing errors, failed quality checks, or suspicion of fraudulent activity. If your prepaid order is canceled by us, a full refund will be automatically processed within 7 to 10 working days.
Need Help with a Return?
Our support team is available 7 days a week to guide you through returns and refunds.