Refund and Returns Policy

1. General Policy

Due to the customized and perishable nature of the items included in our gift boxes, we generally do not accept returns or issue refunds for change of mind. However, we are fully committed to your rights under Bangladeshi consumer protection laws.
We accept returns, exchanges, or refund requests for orders purchased through BoxPack only under the specific terms and conditions outlined below.

2. Eligibility for Return or Exchange

Return or Exchange requests will be entertained only in the following cases:
  • The product(s) received are damaged, defective, or expired.
  • The product(s) received are completely wrong or do not match the order description.
  • The package contains missing items that were part of the confirmed order.

3. Reporting Timeframe

The Buyer or Receiver must inform us of any damaged, wrong, or missing products within 24 hours of receipt of the goods.
Email: admin@boxpackbd.com
Phone: [Your Phone Number]
Facebook/Instagram: [Your Social Handles]
Failure to report within this timeframe may result in the request being denied.

4. Evidence Requirement (Unboxing Video)

For any claim regarding damaged products, missing items, or wrong items, the customer must produce an unedited, continuous unboxing video with clear EXIF/metadata.
The video must clearly show:
  • The sealed package from all sides before opening.
  • The full process of opening the package.
  • Each item being removed and inspected.
  • Any visible damage or discrepancy.
The complete unboxing video must be shared with us via email at admin@boxpackbd.com within the 24-hour reporting window.
Without a valid unboxing video, we reserve the right to reject the claim.

5. Non-Refundable and Non-Returnable Scenarios

We are unable to offer refunds or accept returns in the following cases:
  • Incorrect or incomplete shipping address provided by the customer.
  • Two failed delivery attempts by our courier partner.
  • The package is refused by the recipient at the delivery address.
  • Damage caused by the customer after delivery (e.g., improper handling, storage).
  • Perishable items (food, flowers, chocolates) that have exceeded their shelf life due to delayed pickup or refusal.
  • Personalized or custom-made items that were produced exactly as ordered.

6. Cancellation Policy

Due to the customized nature of our gift sets and boxes, we do not accept cancellations or issue refunds once an order has been confirmed and production has begun.
  • Orders can only be cancelled within 2 hours of placement if production has not yet started.
  • If we are unable to supply the goods due to unforeseen circumstances, we will inform you within 48 hours, and a full refund will be processed within the next 72 hours as per Bangladesh Digital Commerce Operational Guidelines 2021.

7. Refund Process and Timeline

If your return or exchange claim is approved:
  • Refunds will be processed to the original payment method (bKash, Nagad, Rocket, bank transfer, or card) within 7 business days.
  • Exchanges will be shipped within 5 to 10 business days (5 days for same-city delivery, 10 days for outside Dhaka).
  • For defective products, return shipping costs will be borne by BoxPack.
  • We do not charge any cancellation fees.

8. Delivery Timeline

We strive to deliver all orders within:
  • 5 business days for deliveries within Dhaka city.
  • 10 business days for deliveries outside Dhaka.
If we cannot meet these timelines, we will notify you immediately and offer a full refund if you choose not to wait.

9. Complaint Resolution

We maintain an internal grievance redressal system. All complaints will be acknowledged within 48 hours and resolved within 72 hours (3 business days) as mandated under Bangladesh e-commerce guidelines.

10. Legal Compliance

This policy is governed by:
  • The Consumers’ Rights Protection Act, 2009 (Bangladesh)
  • The Digital Commerce Operational Guidelines, 2021 (Ministry of Commerce, Bangladesh)
  • The Contract Act, 1872
Nothing in this policy overrides your statutory rights as a consumer under Bangladeshi law. If you believe your consumer rights have been violated, you may file a complaint with the Directorate of National Consumer Rights Protection (DNCRP).

11. Contact Information

BoxPack
📧 Email: admin@boxpackbd.com
📞 Phone: 01782757090
🕒 Office Hours: Saturday – Thursday, 10:00 AM – 6:00 PM
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