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:

1. The product is damaged, defective, or incorrect — Returnable
2. The wrong product was delivered — Returnable
3. There is an issue with the product's expiry date — Returnable
4. 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)
5. You were charged more than the listed price — Returnable
6. 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

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)