Return & Refund Policy

Last updated: September 2026

At Pure Natural Health BD, customer satisfaction is important to us. We carefully prepare and dispatch every order, but if you receive a damaged, incorrect or eligible product, please contact our support team as soon as possible.

1. Return Eligibility

A return request may be considered when:

• You received the wrong product.
• The product was damaged during delivery.
• The product arrived with a manufacturing defect.
• The product delivered is significantly different from your confirmed order.

2. Return Request Timeframe

Customers should contact us as soon as possible after receiving the order. Return requests should ideally be submitted within 3 days of delivery.

Requests submitted after this period may not be eligible for return or replacement, except where required by applicable law.

3. Product Condition

To qualify for a return, the product should generally be:

• Unused and unopened.
• In its original packaging.
• In the same condition in which it was received.
• Accompanied by available proof of purchase or order details.

4. Non-Returnable Products

For hygiene, safety and product integrity reasons, certain products may not be eligible for return once opened or used.

This may include:

• Opened herbal medicines or supplements.
• Used skincare or cosmetic products.
• Personal care products with broken seals.
• Products damaged due to misuse or improper storage after delivery.
• Items purchased under certain clearance or special promotional conditions.

5. Damaged or Incorrect Products

If you receive a damaged, defective or incorrect item, please contact us with clear photos or video evidence of the product and packaging.

After reviewing the issue, we may offer a replacement, exchange or refund where appropriate.

6. Refunds

Approved refunds will be processed after the returned product has been received and inspected, where a return is required.

Refund processing time may depend on the original payment method, banking service or payment provider.

7. Shipping Charges

Original delivery charges may be non-refundable unless the return is caused by an error from Pure Natural Health BD or a verified product issue.

If a customer returns a product for reasons unrelated to damage, defect or an incorrect order, return delivery charges may be the customer's responsibility.

8. Order Cancellation

If you wish to cancel an order, please contact us before the order has been dispatched.

Once an order has been handed over to the courier, cancellation may no longer be possible and applicable delivery charges may still apply.

9. Exchange

Eligible products may be exchanged depending on stock availability and the circumstances of the return.

If the requested replacement product is unavailable, our team may offer an alternative solution or refund where applicable.

10. How to Request a Return or Refund

To request a return, exchange or refund, please contact us and provide:

• Your name and phone number.
• Order number or order details.
• Reason for the request.
• Photos or video evidence where relevant.

11. Contact Us

For return, exchange or refund assistance, please contact our customer support team.