Exchange & Refund Policy
Effective Date: 01 May 2025
Last Updated: 24 August 2026
At DEEN, we aim to provide quality products and a convenient shopping experience. This policy explains when an order may be eligible for exchange or refund.
1. Exchange Eligibility
An exchange may be considered if:
- You receive a damaged product;
- You receive a wrong product;
- A product is defective or has a verified quality issue; or
- An item is missing from your order.
Please contact us as soon as possible after receiving your order to report an issue.
2. Product Condition
For an exchange, the product should generally be:
- Unused and in its original condition;
- In original packaging, where applicable;
- With tags, labels, accessories, or other items supplied with the product; and
- Free from customer-caused damage, alteration, washing, or misuse.
Certain products may be non-exchangeable due to their nature, hygiene requirements, promotional conditions, or other applicable restrictions.
3. Change of Mind
Exchange due to change of mind, size, color, or personal preference will only be available where DEEN specifically allows it for the relevant product.
4. Wrong or Damaged Product
If you receive a wrong or damaged product, please contact us promptly.
We may request photos, videos, order information, or other evidence to verify the issue.
After verification, DEEN may provide:
- Exchange/replacement;
- Refund; or
- Another appropriate solution.
5. Refund Eligibility
A refund may be provided where:
- An eligible product cannot be replaced;
- DEEN is unable to fulfill a prepaid order;
- A wrong, damaged, or defective product is verified and a refund is appropriate; or
- Another situation covered by this policy applies.
6. Refund Method & Processing
Where possible, refunds will be processed through the original payment method.
The time required for the refund to reach your account may vary depending on the payment gateway, bank, mobile financial service provider, or other payment service provider.
7. Return/Exchange Process
To request an exchange or refund, please contact us with:
- Order number/invoice;
- Customer name;
- Phone number;
- Product details; and
- Reason for the request.
Please do not send a product back without contacting DEEN and receiving return instructions.
8. Delivery/Return Charges
If the issue is caused by a verified DEEN error, such as a wrong or damaged product, DEEN may bear the applicable return or replacement delivery cost.
For customer-requested exchanges, such as change of mind or preference, applicable delivery/return charges may be payable by the customer.
9. Outlet Purchases
Products purchased directly from a DEEN physical outlet may be subject to outlet-specific exchange and refund conditions. Customers should retain their original invoice or receipt as proof of purchase.
10. Contact Us
For exchange or refund requests:
DEEN
Email: support@deencommerce.com
Phone: +88 01952-700500
Address: DEEN HQ, Level 3, Ramzannessa Supermarket, Mirpur 12, Pallabi, Dhaka, Bangladesh
Nothing in this policy is intended to limit any mandatory consumer rights available under applicable laws of Bangladesh.