Refund and Returns Policy

Effective Date: October 16, 2026

1. Introduction

At Todayvally, we aim to provide customers with quality food products and a reliable online shopping experience. This Refund and Returns Policy explains how we handle order cancellations, returns, replacements, and refunds.

By placing an order through our website, you agree to this policy, subject to your rights under applicable laws of Bangladesh.

2. Eligible Reasons for Returns and Refunds

Customers may contact us to request a return, replacement, or refund in the following situations:

Damaged Products: Products arrive damaged or packaging is damaged in a way that affects product quality or safety.
Incorrect Products: You receive a product different from the one you ordered.
Missing Products: One or more items from your confirmed order are missing.
Spoiled or Unacceptable Quality: Fresh or frozen food arrives spoiled, contaminated, or otherwise unsuitable for consumption.
Order Cancellation: An order is cancelled and is eligible for a refund under our cancellation terms.

Each request will be reviewed based on the circumstances and available evidence.

3. Non-Returnable Products

Due to the perishable nature of many of our products, certain items may not be eligible for return simply because a customer has changed their mind.

These may include:

Fresh beef, mutton, chicken, duck, and pigeon.
Fresh, chilled, or frozen fish and shrimp.
Opened food products or spices, where the product cannot safely be resold.
Products that have been improperly stored or handled after delivery.
Products reported as unsatisfactory after an unreasonable delay, where the delay prevents a fair assessment of their original condition.

These restrictions do not apply where a return, replacement, or refund is required by applicable law, including cases involving defective, incorrect, unsafe, or misrepresented products.

4. Reporting a Problem With Your Order

If you receive a damaged, incorrect, missing, or spoiled product, please contact us as soon as possible after delivery.

To help us investigate your request, please provide:

Your order number.
Your name and contact number.
The name of the affected product.
A clear description of the issue.
Photographs or videos of the product and packaging, where applicable.

We may request additional information when reasonably necessary to assess your claim.

For food safety reasons, please do not consume products that you reasonably suspect are spoiled, contaminated, or unsafe.

5. Return and Replacement Process

Once we receive your complaint:

Our team will review your order details and the information you provide.
We may contact you for clarification or additional evidence.
If the complaint is approved, we will inform you of the available resolution.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.

For perishable food products, we may not require the physical return of an item when returning it would be impractical or create a food safety risk.

Any approved return or collection arrangements will be communicated directly to the customer.

6. Refund Policy

Refunds may be available in circumstances such as:

An order is cancelled before dispatch and qualifies for a refund.
A product is unavailable after payment has been received.
A customer receives an incorrect, damaged, spoiled, or otherwise qualifying product.
An order cannot be fulfilled or delivered and a refund is appropriate.
A refund is otherwise required under applicable law.

Refund requests will be assessed individually. We will communicate the decision and any applicable next steps to the customer.

7. Refund Processing Time

Once a refund is approved, we will initiate the refund within a reasonable timeframe.

The time required for the funds to reach you may depend on your original payment method and the relevant bank or payment service provider.

For cash-on-delivery orders, any approved refund arrangement will be communicated by our customer support team.

We will provide relevant updates if additional processing time is required.

8. Order Cancellation

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

Orders that have not yet been prepared or dispatched may be eligible for cancellation.
Orders that are already being prepared or have been dispatched may not be cancellable in the usual manner, particularly when they contain perishable food products.
If Todayvally cancels a prepaid order, any applicable refund will be handled in accordance with this policy and applicable law.

Cancellation requests should include the customer’s name, phone number, and order number.

9. Delivery Issues

Customers should ensure that their delivery address and contact details are accurate and that someone is available to receive the order.

If a delivery fails because of incorrect information or the recipient is unavailable, our team will contact the customer to discuss possible next steps.

Additional delivery charges, where applicable, will be communicated before any new delivery arrangement is confirmed.

If Todayvally is unable to fulfill an order, we will review the circumstances and provide an appropriate resolution, including a refund where applicable.

10. Refunds for Promotional or Discounted Orders

Orders purchased using promotional offers, discount codes, or special deals are subject to the terms of the relevant promotion.

Any approved refund will be calculated based on the applicable order details and the circumstances of the claim, subject to applicable law.

11. Customer Responsibilities

To help us resolve issues efficiently, customers should:

Provide accurate order and delivery information.
Check their order upon delivery.
Report problems as soon as reasonably possible.
Provide accurate information and supporting evidence when requesting a refund or replacement.
Follow appropriate food storage and handling instructions after delivery.

12. Policy Updates

Todayvally reserves the right to update this Refund and Returns Policy when necessary to reflect changes in our business practices, services, or legal requirements.

Any updated policy will be published on this page with a revised effective date. Updates will not remove rights that customers have under applicable law.

13. Contact Us

If you have any questions about returns, refunds, cancellations, or product quality, please contact us:

📍 House-34, Road-4, Block-A, Mirpur-1, Dhaka, Bangladesh
📞 +8801751075727
📧 info@todayvally.com