Refund policy

1. Return Eligibility and Criteria

At GhorTheke, we take pride in the quality of our food products. Due to the perishable and hygiene-sensitive nature of what we sell, returns are only accepted under specific circumstances. A return request will only be considered if the product is found to be:

  • Damaged or leaked upon arrival.

  • Physically broken or tampered with before reaching the customer.

  • Different from the item ordered (incorrect product).

  • Missing items from the confirmed order list.

2. Reporting Procedures

To maintain our quality standards, we require all issues to be reported immediately.

  • Instant Verification: We strongly recommend that customers cross-check the quality, quantity, and condition of the products in the presence of the delivery agent. If any discrepancy is found, the product should be returned to the delivery agent instantly.

  • Post-Delivery Claims: If the customer is unable to verify the product at the time of delivery, any claim regarding damage or incorrect items must be reported to our customer service within a very limited window.

3. Mandatory Unboxing Video Requirement

In cases where a customer claims to have received a damaged or incorrect product after the delivery agent has departed, a continuous, unedited unboxing video is mandatory.

What the video must clearly show:

  1. The original, sealed packaging from our facility.

  2. The shipping label with the order details.

  3. The actual opening of the package and the discovery of the damage or error.

Without a valid and clear unboxing video for verification, GhorTheke will be unable to process any return or refund requests. This is a non-negotiable policy to prevent fraudulent claims and ensure service integrity. After you give us the proof, we can take back the incorrect/damaged product within 1 day.

4. Non-Returnable Conditions

For health, safety, and hygiene reasons, a product is strictly non-returnable if:

  • The product has been opened or the seal has been broken.

  • The product has been consumed, even partially.

  • The product has been mishandled or stored improperly after successful delivery.

  • The claim is made without the required proof (unboxing video or instant report).

5. Refund Process and Timelines

Once a return is verified and approved by the GhorTheke quality assurance team, we will initiate the refund process.

  • Processing Time: Approved refunds will be completed within a maximum of 15 working days.

  • Refund Method:

    • For online payments (SSLCommerz, bKash), the refund will be credited back to the original payment source.

    • For Cash on Delivery (COD) orders, the refund will be issued via bKash or Bank Transfer as per the customer's preference.

  • Non-Refundable Costs: Please note that the original shipping charges paid at the time of the order are non-refundable.

6. Order Cancellation

Customers have the right to cancel their order at any time before the shipment has been dispatched from our warehouse. Once an order is handed over to our courier partners (Pathao, RedX, or Steadfast), it is considered "in transit" and cannot be cancelled.

If a customer refuses to accept a parcel without a valid reason (as defined in Section 1), GhorTheke reserves the right to restrict future orders for that user.