Refund & Return Policy

 

At Hygienic Agro Industry, we are committed to providing pure, fresh, and quality products. Because some of our products are fresh and perishable, different return and refund conditions may apply depending on the product.

1. Fresh and Perishable Products

Fresh milk, beef, and other perishable food products generally cannot be returned after delivery because of food safety and hygiene considerations.

However, if you receive a product that is:

  • Spoiled or damaged at the time of delivery;

  • Significantly different from what you ordered;

  • Missing from your order; or

  • Delivered incorrectly,

please contact us as soon as possible after receiving the order.

We may request photographs, videos, order information, or other evidence to help us investigate the issue.

2. Damaged or Incorrect Products

If an item is damaged, incorrect, or has a genuine quality issue, we may offer one of the following solutions, depending on the circumstances:

  • Replacement of the affected product;

  • Refund for the affected product;

  • Partial refund; or

  • Another mutually agreed solution.

The final resolution will depend on the nature of the issue and product availability.

3. Reporting a Problem

For fresh or perishable products, customers should contact us as soon as possible after delivery, preferably on the same day.

When contacting us, please provide:

  • Your name;

  • Order number;

  • Phone number;

  • Description of the problem; and

  • Photographs or other supporting information where applicable.

This helps us investigate and resolve complaints quickly.

4. Non-Perishable Products

For eligible non-perishable products such as packaged ghee, mustard oil, or spices, a return or replacement may be considered if the product is defective, damaged, incorrect, or otherwise qualifies under our return conditions.

Products should generally be unopened and unused unless the complaint relates to a manufacturing or quality defect.

5. Change of Mind

For hygiene and food-safety reasons, we may not accept returns or refunds simply because a customer has changed their mind after receiving a fresh or perishable product.

Customers should carefully review their order before confirming it.

6. Order Cancellation

Customers may request cancellation before an order has been prepared or dispatched.

Once a fresh or perishable order has been prepared or dispatched, cancellation may no longer be possible.

For prepaid orders, any eligible refund will be processed according to the applicable payment method and circumstances.

7. Refund Processing

If a refund is approved, the refund method may depend on how the original payment was made.

For example:

  • Cash-on-delivery orders may be refunded through an agreed method.

  • Mobile financial service payments may be refunded through an appropriate supported channel.

  • Online payments may be refunded through the relevant payment gateway where applicable.

Processing time may vary depending on the payment provider or financial institution.

8. Delivery Issues

If delivery cannot be completed because the customer provides an incorrect address, an unreachable phone number, or is unavailable to receive the order, additional delivery arrangements may be required.

For perishable products, a refund may not be available where the failure to receive the order is caused by the customer.

9. Qurbani Cattle

Qurbani cattle are subject to special conditions because livestock availability, transportation, preparation, and seasonal demand can vary.

Cancellation, replacement, or refund conditions for Qurbani cattle may be communicated separately at the time of purchase.

Customers should review the specific terms applicable to their Qurbani order before completing payment.

10. Refund Exclusions

Refunds may not be provided where:

  • The product was improperly stored or handled after delivery.

  • The customer caused damage to the product.

  • A complaint is made after an unreasonable period for a perishable product.

  • The customer provided incorrect delivery information.

  • The customer was unavailable to receive the order.

  • The issue does not relate to a defect, incorrect item, or service failure attributable to Hygienic Agro Industry.

11. Contact Us

To request a return, replacement, or refund, please contact us:

Hygienic Agro Industry
Dakshinkhan, Dhaka, Bangladesh
Phone: +880 1820 940 940

Please keep your order number and payment information available when contacting us.

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