1. CASH ON DELIVERY

Zildin primarily offers Cash on Delivery (COD) for eligible orders within Bangladesh.

For COD orders:

• Payment is normally collected by the authorized delivery partner at the time of delivery.
• Customers should verify the order and product condition as reasonably possible upon receiving the package.
• If there is a legitimate issue with the product, customers should contact Zildin according to the procedure below.
• A customer should not intentionally refuse a correctly supplied order merely to avoid payment.
  

2. WHEN CAN YOU REQUEST A RETURN?

A return, replacement, exchange, or refund may be considered where the delivered product is:

• Incorrect or different from the product ordered;
• Damaged before or during delivery;
• Defective or has a manufacturing fault;
• Missing an item that was included in the confirmed order;
• Materially different from the product description or confirmed order.

Requests must be submitted within the applicable period specified by Zildin and should include sufficient information to allow us to verify the issue.

Where applicable law provides a mandatory remedy, that legal right will prevail over any conflicting provision of this policy.

3. PRODUCTS THAT MAY NOT QUALIFY FOR RETURN

A return or exchange may not be accepted where the issue is caused by:

• Normal wear and tear after use;
• Damage caused by improper use;
• Damage caused by washing or care contrary to the product's care instructions;
• Damage caused intentionally or accidentally by the customer;
• Alteration, tailoring, printing, cutting, or modification performed after delivery;
• Missing tags, packaging, or accessories where those are reasonably required to verify the condition of the product;
• Customer preference where the product supplied matches the confirmed order, subject to any exchange option expressly offered by Zildin;
• A change of mind after the product has been correctly supplied, unless Zildin's applicable exchange/return offer provides otherwise.

This section does not exclude any remedy that cannot lawfully be excluded under applicable law.

4. SIZE EXCHANGE

For clothing products, Zildin may offer size exchange subject to:

• Product availability;
• The product being in acceptable original condition;
• The product not having been washed, damaged, altered, or materially used;
• Required tags/packaging being reasonably intact where applicable;
• The request being made within the applicable exchange period.

Size exchange is subject to stock availability.

If the requested size is unavailable, Zildin may offer another available solution, subject to applicable law and the circumstances of the order.

5. CHANGE OF MIND

If a customer simply changes their mind after receiving a correctly supplied product, a return, exchange, or refund is not automatically guaranteed, unless:

• Zildin has expressly offered such a facility; or
• The customer has a right to such remedy under applicable law.

Any voluntary change-of-mind return offered by Zildin will be subject to the conditions communicated at the time.

6. WRONG PRODUCT

If Zildin sends a product that does not match the confirmed order, the customer should contact us as soon as reasonably possible.

After verification, Zildin may arrange an appropriate remedy, which may include:

• Replacement with the correct product;
• Exchange;
• Return;
• Refund, where applicable.

Where the wrong product was supplied due to an error attributable to Zildin, reasonable return/replacement arrangements will be communicated to the customer.

7. DAMAGED PRODUCT

If a product appears damaged when delivered, customers should notify Zildin promptly.

Where reasonably possible, customers should provide:

• Order number;
• Customer name;
• Mobile number used for the order;
• Photographs of the product;
• Photographs of the packaging;
• A brief description of the problem.

Zildin may review the information and, where necessary, request additional evidence to determine the appropriate remedy.

8. DEFECTIVE PRODUCT

If a product has a genuine manufacturing defect, customers should contact Zildin promptly after discovering the issue.

The product may be inspected or assessed before a return, replacement, exchange, or refund is approved.

If the defect is verified and the customer is entitled to a remedy, Zildin will provide an appropriate solution in accordance with this policy and applicable law.

9. RETURN REQUEST PROCEDURE

To request a return, replacement, exchange, or refund, customers should contact Zildin through the official contact channels published on our website.

The customer may be required to provide:

• Order number;
• Full name;
• Mobile number;
• Product name;
• Date of purchase;
• Reason for the request;
• Photographs or videos where reasonably necessary;
• Other information reasonably required to verify the order.

Zildin may refuse to process an incomplete request until sufficient information is provided.

10. RETURN INSPECTION

Returned products may be inspected to verify:

• Whether the product was supplied by Zildin;
• Whether the reported problem exists;
• Whether the product corresponds to the relevant order;
• Whether the product has been used, washed, altered, or damaged after delivery;
• Whether the return conditions have been satisfied.

Inspection is intended to prevent fraudulent claims and ensure that legitimate customer requests are handled fairly.

11. RETURN SHIPPING COST

Where the return is required because Zildin supplied:

• A wrong product;
• A materially defective product;
• A product damaged before or during delivery; or
• Another issue for which Zildin is responsible,

Zildin will determine an appropriate arrangement for return/replacement delivery in accordance with the circumstances and applicable law.

Where a customer requests a voluntary exchange or return for reasons not attributable to Zildin, any applicable return or delivery cost may be the customer's responsibility, if disclosed and legally permissible.

12. REFUNDS

Where a refund is approved, the refund amount will normally relate to the amount actually paid for the affected product/order, subject to:

• The circumstances of the return;
• Applicable delivery or return charges;
• Any applicable promotional discount;
• The customer's legal rights; and
• Applicable law.

For COD orders, because payment is normally collected at delivery, a refund may require the customer to provide appropriate payment details or use another reasonable refund method agreed with Zildin.

Zildin will not request confidential banking passwords, PINs, OTPs, or card security credentials from customers for processing a legitimate refund.

13. REFUND PROCESSING TIME

Once a refund has been approved and the required information has been received, Zildin will initiate the refund through the applicable method within a reasonable processing period.

The actual time for funds to reach a customer may depend on:

• Banking institutions;
• Mobile financial service providers;
• Payment service providers;
• Courier or logistics arrangements;
• Other third-party processing systems.

Customers will be informed if additional time is reasonably required because of circumstances outside Zildin's control.

14. COD ORDER CANCELLATION

A customer may request cancellation of an order before dispatch, subject to Zildin's applicable cancellation procedure.

Once an order has been dispatched or handed over to a courier, cancellation may no longer be possible through ordinary means.

If a customer repeatedly places confirmed COD orders and intentionally refuses delivery without a legitimate reason, Zildin may take reasonable measures to protect its business from abuse, subject to applicable law.

15. REFUSED OR UNCLAIMED COD ORDERS

If a customer refuses or fails to receive a confirmed COD order without a legitimate reason, the package may be returned to Zildin by the courier.

Repeated refusal or intentional abuse of COD ordering may result in:

• Additional order verification;
• Restriction of COD availability;
• Cancellation of future suspicious orders;
• Other reasonable measures permitted by law.

Zildin will not use this section to remove any statutory consumer right.

16. PROMOTIONAL PRODUCTS AND DISCOUNTS

Products purchased during promotional campaigns, discounts, bundles, or special offers may be subject to specific return or exchange conditions disclosed during the relevant promotion.

A promotional discount does not remove any mandatory legal consumer right.

Where a refund is applicable, the refund calculation may take into account the actual amount paid by the customer and the terms of the applicable promotion, subject to applicable law.

17. FREE GIFTS AND PROMOTIONAL ITEMS

If an order includes a free gift or promotional item, the treatment of that item in the event of a return or refund may depend on the conditions of the relevant promotion.

Where reasonably applicable, Zildin may require promotional items to be returned together with the main product.

Any such requirement will be communicated as part of the relevant promotion or return process.

18. PRODUCT AVAILABILITY FOR REPLACEMENT

If an approved replacement is unavailable, Zildin may offer:

• An alternative product;
• Another available size or variation;
• Exchange where appropriate;
• Refund where applicable.

The available remedy will depend on the circumstances and applicable law.

19. CUSTOMER RESPONSIBILITY

Customers are expected to:

• Provide accurate order information;
• Inspect products reasonably upon delivery;
• Follow product care instructions;
• Notify Zildin promptly when an issue is discovered;
• Provide accurate information during a return/refund request;
• Return products in the condition reasonably required by the applicable return process.

Customers must not submit fraudulent, misleading, or knowingly false return or refund claims.

20. FRAUDULENT OR ABUSIVE CLAIMS

Zildin may investigate suspicious return, refund, replacement, or exchange requests.

Examples of potentially abusive activity include:

• Knowingly false damage claims;
• Returning a different product;
• Returning a product that was not purchased from Zildin;
• Repeated fraudulent claims;
• Manipulating product condition before making a claim;
• Providing intentionally false information.

Where there is reasonable evidence of fraud or abuse, Zildin may decline the relevant request to the extent permitted by law and may take appropriate legal or operational action where necessary.

21. NO UNLAWFUL LIMITATION OF CUSTOMER RIGHTS

Nothing in this Return & Refund Policy is intended to:

• Exclude mandatory consumer protections;
• Prevent a customer from making a lawful complaint;
• Waive rights that cannot legally be waived;
• Permit misleading or deceptive business practices;
• Override applicable laws of Bangladesh.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail to the extent of that conflict.

Bangladesh's Consumer Rights Protection Act, 2009 provides a statutory framework for consumer protection, while the Ministry of Commerce has published the Digital Commerce Operation Guidelines 2021 for digital commerce operations.

22. CUSTOMER COMPLAINTS

If you have a complaint regarding a product, delivery, return, exchange, or refund, please contact Zildin first so that we can review the matter and attempt to resolve it.

Please provide:

• Order number;
• Full name;
• Mobile number;
• Details of the complaint;
• Relevant photographs/documents where applicable.

Customers may also have rights to use applicable consumer-protection or legal complaint mechanisms available in Bangladesh. The National Consumer Rights Protection Directorate provides complaint procedures and identifies electronic channels among the available methods for submitting complaints.

23. POLICY CHANGES

Zildin may update this Return & Refund Policy from time to time to reflect:

• Changes in our products;
• Changes in our return procedures;
• Changes in delivery arrangements;
• Changes in business operations;
• Changes in applicable laws or regulations.

The updated policy will be published on this page with a revised Last Updated date.

24. GOVERNING LAW

This Return & Refund Policy shall be interpreted in accordance with the applicable laws and regulations of Bangladesh.

Nothing in this policy prevents a customer from exercising a mandatory legal right or remedy available under applicable law.

25. CONTACT US

For return, refund, replacement, exchange, or complaint-related matters, please contact:

ZILDIN
Website: www.zildin.com
Email: info@zildin.com
Business Address: Chittagong, Bangladesh