Refund policy
Dear Customer,
Welcome to Acure Agro Food & Nutrition. Thank you for purchasing from us. If for any reason you need to cancel an order, return a product, or request a refund, please follow the policy below.
1. Order Cancellation
- After placing an online order, you may cancel it within 1 hour of placing the order.
- Cancellation may not be possible once the order has been processed or shipped out for delivery.
- To cancel, please contact: 01897985500
2. Return/Exchange Conditions
Your product will be eligible for return/exchange if:
- The product is damaged, defective, or incorrect — Returnable
- The wrong product was delivered — Returnable
- There is an issue with the product's expiry date — Returnable
- The product is delivered with broken or torn packaging/seal — Returnable (please do not accept the item at the time of delivery in such cases)
- You were charged more than the listed price — Returnable
- The product has been partially used — Not eligible (due to health/safety reasons, as this is a food product)
Time Limits
- General packaged/non-perishable products (supplements, dry foods): within 7 days of delivery
- Perishable/fresh food products (e.g., fresh honey, ghee, spices that spoil quickly): within 48 hours of delivery
- Any issue must be reported to our customer care on the same day as delivery
Proof Required
- Proof of purchase (invoice/order number/phone number)
- Photo or video of the defective/problematic product
3. Cases Where Returns Are Not Applicable
- If the product has been used, opened, or partially consumed
- If the specified time limit (48 hours/7 days) has passed
- If the product was damaged due to customer negligence (e.g., improper storage)
- If the product page states "Non-returnable"
4. Return Process (How to Report an Issue)
To report a problem, use any of the following methods:
- Customer Care Number: 01897985500
- Email: acurebd@gmail.com
- WhatsApp/Live Chat: [Information needed: number/link if available]
- Submit an issue via "My Orders" on the website/app
Product Collection
- Within Dhaka: The customer will send the product back via courier, provided it was accepted at the time of delivery.
- Outside Dhaka: The customer will send the product back via courier, provided it was accepted at the time of delivery.
5. Replacement Timeline
| Area | Timeframe |
|---|---|
| Within Dhaka | 24–48 hours |
| Outside Dhaka | 5–7 business days |
6. Refund Policy
- If a refund is approved, it will be processed within 1–5 business days.
- Refund method:
- Purchased directly from an outlet → Cash
- Purchased online/through customer care → Mobile banking (bKash/Nagad/Upay)
- For products purchased at a discounted/offer price, refunds will be based on the offer price paid.
- Delivery charges are non-refundable, except in cases of wrong or damaged products, where the delivery charge may be refunded.
7. Important Advice
- Please inspect the product carefully at the time of delivery before accepting it.
- If the packaging/seal appears broken or suspicious, please refuse the delivery immediately rather than accepting it.
- Partial acceptance of an order is not possible — you must either accept or reject the entire order.
Contact Us
For any complaints or assistance, please contact:
- Customer Care Number: 01897985500
- Email: acurebd@gmail.com
- Working Hours: Every day, 9:00 AM to 12:00 AM (midnight)