📦 Qzen Refund and Returns Policy

At Qzen, we value your trust and aim to make your online shopping experience as smooth and transparent as possible. We understand that purchasing items online doesn’t always go as planned, and we’re here to ensure that your concerns are addressed promptly and fairly. This comprehensive Refund and Returns Policy outlines the guidelines, processes, and expectations for product returns, exchanges, and refunds for our customers across Bangladesh.

1. 🎯 Our Commitment to Customer Satisfaction

At the heart of Qzen’s service is a simple promise: if you’re not satisfied with your purchase, we’re here to help. Our policies are designed to offer flexibility and confidence when you shop with us. We aim to handle returns and refunds in a way that’s fair, quick, and transparent—based on local market expectations in Bangladesh and international best practices.

2. 🔄 Return Policy Overview

2.1 Eligibility for Returns

Customers may request a return for any item under the following conditions:

  • The return request is made within 7 days of delivery.

  • The product is unused, unworn, and undamaged.

  • The product is returned in its original packaging with all labels, tags, manuals, and accessories intact.

  • The product is not on the non-returnable list (see Section 2.4).

Returns are only applicable if the reason is valid, such as:

  • Product arrived damaged or defective

  • Wrong product delivered

  • Product doesn’t match the description or images

  • Size, color, or variation issue (if clearly mismatched with order)

2.2 Return Process

To initiate a return:

  1. Email us at [email protected] within 7 days of receiving the item.

  2. Include your Order ID, photos of the item (if damaged), and a brief explanation.

  3. Our support team will confirm return eligibility within 24–48 hours.

  4. If approved, we’ll provide the return address and shipping instructions.

  5. Once we receive the returned item and confirm its condition, your refund or exchange will be processed.

2.3 Conditions for Approval

Returns may be declined in the following cases:

  • Product shows signs of use or damage not caused by delivery

  • Tags or original packaging are missing

  • Return request was made after the 7-day window

  • Customer failed to follow return instructions provided by Qzen

We reserve the right to reject returns that do not meet these conditions.

2.4 Non-Returnable Items

Certain items are not eligible for return or exchange due to safety, hygiene, or policy reasons:

  • Personal care items (e.g., razors, beauty tools)

  • Intimate apparel (e.g., underwear, swimwear)

  • Perishable goods (e.g., food, beverages)

  • Digital products and downloadable software

  • Customized or made-to-order products

  • Items marked “Final Sale” or “Non-returnable” on the product page

If you are unsure whether your item is returnable, contact our support team before making a request.

3. 💸 Refund Policy

3.1 When Are Refunds Issued?

Refunds are issued in the following cases:

  • Returned product is approved upon inspection

  • Order was cancelled before dispatch

  • Item was out of stock or unavailable

  • Customer received a damaged or incorrect product and chose not to exchange

3.2 Refund Processing Time

  • Once the returned product is received and verified, the refund will be processed within 7 business days.

  • Refund times may vary depending on the payment method used.

3.3 Refund Methods

We issue refunds through the same payment method used during purchase:

  • bKash / Nagad / Rocket – Refunded to the same wallet

  • Bank Transfer – Refunded to the customer’s bank account

  • Cash on Delivery (COD) – Refund issued via mobile wallet or bank transfer (after customer provides necessary details)

  • Credit/Debit Card – Reversal to the card (processing time may vary by bank)

Refunds are only made after full verification and upon receipt of the returned product (if applicable).

3.4 Partial Refunds

In some cases, Qzen may issue partial refunds, such as:

  • Items returned in less than perfect condition

  • Only part of the order was incorrect

  • Discounted or promotional items

4. 🔁 Exchange Policy

We offer exchanges in the following situations:

  • Wrong size, color, or variation sent

  • Damaged item received

  • Defective product under warranty

4.1 Exchange Conditions

To be eligible for an exchange:

  • Request must be submitted within 3 days of delivery

  • Item must be unused and returned in original condition

  • Proof (photos/videos) must be submitted to verify issue

4.2 Exchange Process

  1. Contact us with your order ID and reason for exchange.

  2. Our team will review and approve the request.

  3. Ship the item back to us (we’ll cover shipping if it’s our fault).

  4. We’ll dispatch the replacement item as soon as we receive and verify the return.

Note: If the requested replacement is unavailable, a full refund or store credit will be offered.

5. 🚚 Return Shipping

5.1 Who Pays for Return Shipping?

  • Qzen Pays: If the item was damaged, defective, or wrong.

  • Customer Pays: If the return is due to a change of mind, wrong size selection, or personal preference.

5.2 How to Return Items

  • Use a reliable courier or delivery service

  • Include your name, order number, and contact information inside the package

  • Keep your shipping receipt or tracking number for reference

We are not responsible for items lost or damaged during return shipping.

6. 🧾 Order Cancellations

You may cancel your order before it is shipped.

6.1 How to Cancel an Order

  • Contact us at return@qzen.store or reply to your order confirmation email.

  • Provide your order ID and reason for cancellation.

  • If the order has not been processed or dispatched, we’ll cancel it and issue a full refund.

  • If the order has already shipped, you must follow the return process after receiving the item.

7. ❗Disputes and Resolutions

If you’re unhappy with how your return or refund request was handled, we encourage you to:

  • Reach out to [email protected] with full details

  • Include photos, videos, and a detailed explanation

  • Our team will review and respond within 3 business days

We are committed to fair, respectful, and transparent communication in all disputes.

8. 📊 Return and Refund Statistics

To maintain transparency and build trust, we regularly monitor and evaluate return/refund trends. Here are our most recent performance benchmarks (example):

  • Return rate: Under 2%

  • Average processing time: 3.5 business days

  • Customer satisfaction rating: 4.7/5

This data helps us improve product listings, quality control, and service responsiveness.

9. 🤝 Our Promise

At Qzen, our refund and returns policy reflects our deep commitment to your satisfaction and trust. We don’t just sell products—we offer peace of mind, security, and convenience. Our policies are crafted to protect both you as a valued customer and Qzen as a responsible business operating within the Bangladeshi eCommerce space.

By shopping with us, you agree to this policy. We reserve the right to make changes to the policy as needed, and we’ll notify you of any major updates via email or website announcements.

10. 📬 Contact Us

If you have any questions or need help with a return or refund, don’t hesitate to get in touch:

Our support team is available Sunday to Friday, 9:00 AM – 6:00 PM (BST).