৬৫% পর্যন্ত ছাড় এবং ফ্রি হোম ডেলিভারি
৬৫% পর্যন্ত ছাড় এবং ফ্রি হোম ডেলিভারি
If you are not completely satisfied with your purchase and delivery, we are here to help.
To be eligible for a return, you must prove that a wrong product, damaged item, or a defective item different from what you originally ordered was delivered to you.
Your item must be in the same condition that you received it – unused, in its original state. Your item must be in the original product packaging that was provided to you, including any boxes, seals, or tags. You must request a return by calling our helpline or by submitting a request through the designated “Request Complain” or “Return Request” button/section from the Website or App.
To complain about an item/delivery issue (wrong item, damaged, defective), the customer needs to show proof (e.g., clear photos or video) that BrainyBoxBD provided the wrong, damaged, or defective item as a matter of audit purposes.
As per regular e-commerce practice, Customers are strongly encouraged to check the delivery package and its contents carefully, ideally in front of our delivery personnel (for Inside Dhaka deliveries) or immediately upon receiving it from the courier (for National deliveries). This allows customers to instantly inform us or the delivery person if there are any visible issues.
After delivery, if any customer wants to complain about any item’s authenticity, damage, item short, or wrong item dispatched, BrainyBoxBD reserves the right to assess the validity of such a complaint, especially if the package was not checked upon delivery. Complaints made significantly after the time of delivery may be difficult to verify.
In case the customer needed to receive his/her delivery through another receiver, then that receiver is responsible for checking the items on behalf of the customer. BrainyBoxBD may not accept complaints later if the items were not checked by the receiver upon delivery.
As a formal process, we also request all customers to check the items against the Invoice we are providing while delivery. If any issues are noted, these should be communicated immediately or within the complaint timeframe specified below.
If the customer has proof of evidence (e.g., unboxing video showing the issue, clear photos of damage before use), then within 6 hours of receiving the item, the customer could request a return if there has been found any wrong Item, wrong quantity, Damaged item, or a product believed to be defective upon initial inspection. Then our team will take the initiatives to process those items for return immediately in the next 24hr.
If the item needs to be returned due to the mismanagement of the BrainyBoxBD team (e.g., wrong Item dispatched, wrong quantity, damaged item, clearly defective item), then the customer doesn’t need to pay any amount for the return delivery, and no delivery cost will be charged for replacing the item. As an added advantage, with that return/replacement delivery, customers can place any new order without delivery charges for that instance.
If the item needs to be returned due to the customer’s end issues (e.g., misplaced order, wants to return an extra item, changed mind, item not suitable after ordering correctly), then the customer must pay the delivery cost for returning those items. BrainyBoxBD will process a refund after deducting 15% from the invoice price for the returned items to cover processing and restocking costs.
After receiving the returned product at our office, the BrainyBoxBD team will check and audit the item to verify if it was our product, confirm the reason for return, and check if the item is in a physically good, unused condition, suitable for reselling.
If any issues are found during the audit (e.g., the product is used, damaged by the customer, not the item sent by us, or otherwise not eligible for return as per this policy), then NO RETURN AMOUNT or REFUND will be provided.
The amount for eligible returned products (after any applicable deductions) will primarily be added to the customer’s BrainyBoxBD Wallet/Rewards Point balance so that she/he could re-purchase any item from BrainyBoxBD again.
No return amount will be provided as Cash. Refunds or wallet credits will be processed via an official digital channel to make the transaction formal and legal.
Customers can request an exchange for an eligible return (e.g., wrong size/color sent if applicable, or replacement for a defective item). The customer will place an exchange request with the below information:
The customer service agent will process the request. Once it gets approved, the team will arrange for the return pick-up (if applicable) and the dispatch of the exchange item. The customer will be updated throughout the process.
Refund requests will be processed under the mentioned situations:
Any Refund will be executed & completed within 1 to 7 working days after the refund is approved and processed. Note that timeline may vary depending on the original payment method and the processing times of banks or payment gateways.
For some technical difficulties, if any extra time will be required to complete the refund, we will inform the customer and will share updates. For such a context, the customer should be supportive of the process to complete the refund.
Refund should preferably be processed to the same channel from where the customer paid earlier.
For instant refunds for canceled orders or returns leading to a wallet credit, customers may get an auto refund into his/her BrainyBoxBD Wallet/Rewards balance to make another order with the same amount.
For the BrainyBoxBD Wallet/Reward refund will be instant like other e-commerce company practices. By using the BrainyBoxBD Wallet/Reward customers can order any item from BrainyBoxBD again. BrainyBoxBD Wallet/Reward may have terms regarding minimum limits or expiry based on business requirements, subject to change with notice.
If any transaction has been found with huge Transaction fees (more than BDDT-50) and the customer didn’t consult with the BrainyBoxBD team before placing the order, then the company may deduct the Transaction fees from his refund amount while the refund has been initiated.
The customer must have to provide the invoice/order number. Customers must have purchased the product from brainyboxbd.com.
BrainyBoxBD itself does not produce or manufacture any product. Therefore, the company sources products from various suppliers and attempts to control the quality upon receiving stock, but does not give quality assurance for every individual toy. We believe the original manufacturer/vendor/supplier is responsible for the inherent quality of every product.
If any user finds any product quality, functionality, or Packaging issues at the time of receiving the order delivery, and can provide immediate proof (e.g., video unboxing showing the issue), BrainyBoxBD will take liability and will accept the return of that product as per the Return Policy. If the user faces any issue with the product quality or functionality after 12 hours of the provided delivery, we will consider it as a potential lacking of quality assurance from the manufacturers or suppliers, or an issue that occurred after delivery, making a return request subject to further verification and potentially not eligible if misuse or post-delivery damage is suspected.
All products and package contents displayed on the website are subject to change and are subject to availability from our suppliers. Actual toy items within a package might vary slightly from images or descriptions based on stock availability, though we aim to provide comparable value and sensory experience.
Delivery costs are non-refundable if the return is due to a customer’s error (e.g., changed mind, misplaced order). If you return an item due to customer error and receive a refund (less the 15% deduction), the original delivery cost is not refunded, and the cost of return delivery will be borne by the customer. If the return is due to a BrainyBoxBD error (wrong/damaged/defective item), BrainyBoxBD will cover the return delivery cost and the cost of shipping a replacement (if applicable).
If you have any questions on how to return your product to us, please contact us via our helpline or email support@brainyboxbd.com
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