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RETURN POLICY

Return & Refund Policy

At White Cloud, customer satisfaction is our top priority. We strive to deliver quality products with utmost care. To ensure a smooth experience for both our customers and our delivery partners, we have a clear and transparent return and refund policy.

Please read this policy carefully before placing an order:

 

1. PRODUCT INSPECTION AT THE TIME OF DELIVERY

Customers are required to inspect their order in the presence of the delivery agent at the time of delivery.

If the product is found to be damaged, defective, or incorrect, the issue must be reported immediately to the delivery agent.

Return requests will only be accepted at the time of delivery and while the delivery agent is present.

 

2. IF INSPECTION AT DELIVERY IS NOT POSSIBLE

However, if a customer is genuinely unable to inspect the parcel at delivery, the customer must record a clear, uninterrupted unboxing video immediately after receiving the parcel.

The unboxing video must:

  • Clearly show the sealed parcel before opening.

  • Capture the entire unboxing process without cuts or edits.

  • Clearly display the product condition and any issue, if found.

The video must be shared with us within 24 hours of delivery.

 

3. ELIGIBILITY FOR RETURN

A return will only be considered if:

  • The product is damaged, defective, or incorrect, and

  • The issue is identified before accepting the delivery.

If a customer refuses to accept the parcel without a valid reason, the applicable delivery charge will be deducted or charged accordingly.

 

4. REFUND PROCESS

  • For prepaid orders (paid via SSLCommerz or other digital payment methods), approved refunds will be processed within 3–10 working days to the original payment method, subject to payment gateway processing time.

  • Refund timelines may vary depending on banks or payment service providers.

 

5. AFTER DELIVERY ACCEPTANCE

Once the product has been accepted and the delivery agent has left, no return, refund, or exchange requests will be entertained.

Customers are strongly advised to verify the product thoroughly before accepting delivery.

 

6. WRONG OR DAMAGED PRODUCTS

In cases where White Cloud delivers an incorrect item or a damaged product, we will arrange a replacement at no additional cost, subject to verification.

 

7. SEALED & HYGIENE-SENSITIVE PRODUCTS

Some products are delivered with sealed or tamper-proof packaging.

  • Customers must not open or break the seal before accepting the parcel.

  • Opening or damaging the seal after delivery acceptance will void any return or refund eligibility, except where required by law.

 

IMPORTANT NOTICE

  • Inspection must be completed before delivery acceptance.

  • Once delivery is completed, the transaction is considered final.

  • This policy complies with standard e-commerce practices and payment gateway requirements in Bangladesh.

 

If you have any questions regarding this policy, feel free to contact us through our official channels –

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