Return & Refund Policy

Our commitment

We grow perishable organic produce and take freshness seriously. Every order is hand-packed and quality-checked before it leaves our Rajshahi processing plant. If your produce arrives damaged, spoiled or visibly substandard, we will make it right — quickly and without unnecessary friction.

Eligibility for replacement or refund

Because our products are fresh, naturally ripened fruits and vegetables, full returns of consumed or partially-consumed items are not possible. The following situations are eligible:

• Damaged on arrival — produce arrives crushed, leaking, or otherwise unfit for use due to handling during delivery.
• Spoiled on arrival — produce shows clear signs of spoilage (rot, mould, off-smell) on first inspection.
• Wrong item shipped — what you received does not match the variety, weight or pack size you ordered.
• Missing items — your order is short any line item versus the invoice.
• Quality below stated grade — fruit fails to meet the export/retail grade described on the product page.

How to report an issue

Contact us within 48 hours of delivery via any of these channels:

• Phone or WhatsApp: +880 1913 500677
• Email: [email protected]
• Or via the contact form at /contact

Please include in your message:

• Your order number (format NBA-XXXXXX)
• The affected item(s) and quantity, with a brief description of the issue
• Clear photographs of the damaged/spoiled produce, including any packaging damage

Photo evidence is required for all damage and spoilage claims — this helps us trace handling issues back to packing or delivery and improve future shipments.

Resolution options

Once your claim is verified, we will offer one of the following at your preference, where practical:

• Replacement — same item shipped with the next available delivery to your area, free of charge.
• Store credit — full value of affected items as credit for a future order.
• Refund — full or partial refund to the original payment method (bKash, Nagad, Rocket) or to a bank account you specify if you paid Cash on Delivery.

We do not deduct delivery charges from refunds when the issue is our fault. We may decline claims where evidence is missing or the issue is reported after the 48-hour window has elapsed.

Order cancellation before dispatch

You may cancel an order at no charge any time before it has been packed for dispatch. Contact us promptly — we typically pack orders the morning of delivery. Once packed, the cancellation window has closed because the produce has been pulled from cold storage and prepared for your order specifically.

Refund timeline

Approved refunds are processed within 3 to 5 business days. The time for funds to appear depends on your payment method:

• bKash, Nagad or Rocket — typically same day to 48 hours after processing.
• Cash on Delivery — refunded to a bank account you specify; bank transfers typically settle within 3 to 5 business days.

Variable-weight orders

Some products (e.g. mangoes by the kilogram) are sold by weight. Actual pack weight may vary by up to ±5% from the listed pack size. We bill the actual packed weight, not the nominal pack size, and any adjustment is reflected on your invoice. This is standard for fresh produce and is not grounds for a refund unless the variance exceeds the stated tolerance.

Items not eligible for refund

• Items consumed, partially consumed, or stored improperly after delivery.
• Claims made outside the 48-hour report window without prior notice.
• Cosmetic variation (size, shape, colour) within the natural range expected for organic produce.
• Custom or pre-ordered bulk consignments after dispatch.

Disputes

If a refund cannot be resolved directly, disputes are governed by the Consumer Rights Protection Act 2009 of Bangladesh and may be escalated to the Directorate of National Consumer Rights Protection.

Contact

North Bengal Agro Farms Ltd.
SM Tower, House 14, Road 2, Sector 3, Uttara, Dhaka, Bangladesh
+880 1913 500677 · [email protected]