Return & Refund Policy

Last Updated: October 24, 2026

At AlAqsaShop, we aim to provide a reliable and convenient shopping experience. This policy explains how customers can request order cancellations, returns, exchanges, and refunds.

This policy applies to orders placed through AlAqsaShop for delivery within Bangladesh and is subject to applicable law.

1. Return Request Period

Customers may request a return within 7 days of receiving the product, subject to the conditions in this policy and any mandatory rights under applicable law.

We recommend contacting our support team as soon as possible if there is a problem with an order.

2. Eligible Return Reasons

A return request may be considered in circumstances including:

·        The product arrives damaged or defective.

·        The customer receives a product different from the one ordered.

·        An item is missing from the order.

·        Another return reason is accepted under the applicable product terms or law.

Approval depends on the circumstances, the condition of the product, and applicable legal requirements.

3. Product Condition

Where relevant to the reason for return, customers should retain the product's original packaging, tags, accessories, manuals, and other included items.

Customers should provide an accurate description of the issue. Photos, videos, or other reasonable supporting evidence may be requested to help assess a claim.

A return may be declined where the issue resulted from customer misuse or damage after delivery, except where applicable law provides otherwise.

4. Damaged, Defective, Incorrect, or Missing Items

If an order arrives damaged, defective, incorrect, or incomplete, please contact us promptly.

Provide the following information where available:

·        Order number.

·        Name and contact details used for the order.

·        Description of the issue.

·        Photos or videos showing the problem, where relevant.

After reviewing the request, we will communicate the available resolution. Depending on the circumstances, this may include a replacement, exchange, repair, refund, or another remedy required by applicable law.

5. Products That May Not Be Returnable

Certain products may be excluded from voluntary returns for legitimate hygiene, safety, personalization, or product-specific reasons, where permitted by law.

Any applicable restrictions should be communicated before purchase. Such restrictions do not override mandatory consumer rights.

6. How to Request a Return

To submit a return request:

1.     Contact us through our website's Contact Us page, phone, WhatsApp, or email.

2.     Provide your order number and the contact information associated with the order.

3.     Explain the reason for the return.

4.     Provide supporting photos or videos if requested and relevant.

5.     Wait for our support team's instructions before sending the product back.

Please do not ship a product to an unconfirmed return address.

7. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation may be possible before dispatch. Once an order has been dispatched or delivered, the return procedure may apply instead.

Any cancellation rights required by applicable law will be respected.

If an online payment has already been collected for an order that is cancelled, any applicable refund will be handled according to this policy and applicable law.

8. Refund Method

For an approved refund, we will use the original payment method where reasonably possible.

If that method is unavailable or cannot be used, we may discuss an alternative lawful refund method with the customer.

For Cash on Delivery orders, any approved refund arrangement will be communicated directly to the customer.

9. Refund Processing Time

The processing time may depend on the payment method, payment provider, financial institution, and circumstances of the request.

We will communicate the applicable refund process after the request has been reviewed. Any legally required refund deadline will be followed.

We do not promise a fixed number of processing days unless that timeframe has been confirmed for the particular payment method.

10. Delivery and Return Shipping Charges

Responsibility for delivery and return shipping charges depends on the reason for return, the order conditions, and applicable law.

If an item is damaged, defective, incorrect, or incomplete, we will communicate the appropriate return arrangement in accordance with our legal obligations.

For other return requests, any applicable shipping charges will be communicated before the return is completed.

11. Exchanges

Exchanges are subject to product availability and eligibility.

If the requested replacement is unavailable, we will communicate the available alternatives, subject to applicable law.

12. Refund or Return Status

To check the status of a request, contact our support team through the Contact Us page, phone, WhatsApp, or email. Please provide the order number so that we can identify the relevant transaction.

13. Policy Updates

AlAqsaShop may update this policy to reflect changes in business operations or legal requirements. The latest version will be published on this page.

Updates will not remove rights that customers have already acquired under applicable law.

14. Contact Us

For assistance with cancellations, returns, exchanges, or refunds, use the Contact Us page or the phone, WhatsApp, and email details published on the AlAqsaShop website.

Thank you for giving AlAqsaShop the opportunity to resolve your concerns.