Refund policy

Return & Refund Policy

Effective Date: March 2026

Chondon Express specializes in curated gift hampers, flowers, cakes, sweets, and corporate gifting solutions delivered within Bangladesh. Due to the nature of our products, all purchases are subject to the terms below.

By placing an order on https://chondonexpress.com, you agree to this Return & Refund Policy.

1. Order Cancellation Policy

Orders may be canceled only before they enter processing.

An order is considered “processing” once:

Payment is authorized
The order is packed
Customization or preparation begins
The order is scheduled for dispatch
The order is handed to courier

Once processing begins, cancellations are not permitted.

Custom, corporate, bulk, or personalized orders cannot be canceled once confirmed.

2. Non-Returnable Products

The following products are non-returnable and non-refundable:

Perishable goods including cakes, flowers, chocolates, sweets, and food items
Gift hampers containing edible or perishable items
Customized or personalized products
Corporate bulk orders
Items delivered to third-party recipients
Sale or discounted items
Gift cards
Opened or partially consumed items
Products damaged due to improper storage after delivery

Due to food safety and hygiene standards, perishable items cannot be returned once delivered unless damaged upon arrival.

3. Delivery Confirmation & Final Sale

Once an order has been delivered to the address provided at checkout and delivery is confirmed through:

Courier confirmation
Recipient acknowledgment
Delivery timestamp
Delivery photo confirmation (where applicable)

The order is considered fulfilled.

Customers are responsible for:

Providing a complete and accurate delivery address
Ensuring recipient availability
Providing a valid phone number for coordination

Chondon Express is not responsible for failed deliveries resulting from:

Incorrect or incomplete address
Recipient unavailability
Refusal of delivery
Unreachable phone number

Orders returned due to incorrect address may require additional delivery charges.

4. Damaged or Incorrect Orders

If you receive a damaged or incorrect item:

You must notify us within 24 hours of delivery.

Your request must include:

Order number
Clear photos of the product
Clear photos of packaging
Description of the issue

Claims submitted after 24 hours may not be reviewed.

If approved, resolution may include:

Replacement
Partial refund
Store credit

Minor variations in packaging, decoration, or presentation do not qualify as defects.

5. Eligible Returns (Non-Perishable Items Only)

For non-perishable and non-customized products:

Return requests must be submitted within 7 days of delivery
Items must be unused and in original packaging
Return must be approved before shipping

Customers are responsible for return shipping costs unless the error was caused by Chondon Express.

Unauthorized returns will not be accepted.

To request return approval, contact:

customercare@chondonexpress.com
+880 1819 401443

6. Refund Processing

If a refund is approved:

Refunds are issued to the original payment method
Processing time: 7–14 business days
Bank processing times may vary
Shipping fees are non-refundable unless the error was caused by us

Refund approval is subject to verification of the claim.

7. Payment Disputes

If a payment dispute is filed, we reserve the right to provide delivery confirmation, order records, and communication history to the payment provider for review.

We maintain order documentation to ensure transparency and protect both customers and our business.