Refund policy

At Time Excellence, customer satisfaction is our top priority. We strive to provide you with an exceptional shopping experience. To ensure a smooth, fair, and transparent process, we have outlined our Return, Refund, and Exchange policy below.

1. Eligibility Criteria for Returns & Exchanges

You are eligible to request a return or an exchange only if your order meets one or more of the following conditions:

  • Wrong Item Delivered: You received a product different from what you ordered.

  • Defective or Damaged: The product arrived with physical damage or a manufacturing defect.

  • Mismatched Description: The product significantly differs from the description or images provided on our website.

2. Product Condition Guidelines

To successfully process your return or exchange request, the item must fulfill the following strict conditions:

  • Unused & Unaltered: The product must be completely unworn, unused, and unchanged in any way.

  • Original Packaging: The item must be in its original packaging.

  • Tags & Invoice: All original tags, labels, and the original purchase invoice must be intact and attached.

⚠️ Important Note: Any product that shows signs of use, wear, or alteration will NOT be accepted for return, refund, or exchange under any circumstances.

3. Strict Timeframe for Notification

  • You must notify our customer support team within 12 hours of receiving the delivery.

  • Requests made after this 12-hour window will unfortunately not be entertained, so we kindly ask you to inspect your items immediately upon arrival.

4. Sales & Promotional Items

  • Items purchased during sales, clearance events, or with discount offers are considered final sale.

  • These promotional items are NOT eligible for return, refund, or exchange, unless the product is proven to be defective or damaged upon delivery.

How to Initiate a Request?

If your item meets all the criteria above, please contact our Customer Care team immediately via our official email or hotline with your Order ID and clear photos/videos of the product highlighting the issue. We will gladly guide you through the next steps!  

1. Step-by-Step Return & Exchange Process

If your order meets our eligibility criteria, please follow these steps to initiate your request:

  • Step 1: Contact Us Immediately Reach out to our customer support team via WhatsApp or Call at 📞 01521727566. Please note that you must contact us within 12 hours of receiving your delivery.

  • Step 2: Provide Order Details To help us process your request quickly, please provide the following details to our representative:

    • Your unique Order ID

    • A brief description of the Issue/Reason for return or exchange

    • Clear Photos or Videos of the product highlighting the damage or mistake (if applicable).

  • Step 3: Confirmation & Resolution Once we verify your request, our team will confirm the eligibility and guide you through the next steps for product pickup or replacement delivery.

2. Return Delivery Charges Policy

Who pays for the return shipping depends entirely on the nature of the issue:

🟩 We Will Bear the Return Delivery Charge if:

  • You received an incorrect item or a completely wrong product.

  • The product arrived damaged, defective, or broken during transit.

  • The item delivered significantly differs from the description and images on our platform.

🟥 You Will Bear the Return Delivery Charge if:

  • You change your mind or decide you no longer want the product after receiving it in perfect condition.

3. Comprehensive Refund Policy

Refunds are processed only under specific circumstances. A refund request is applicable if:

  • Non-Delivery: We are unable to deliver the ordered product due to stock unavailability or logistical challenges.

  • No Replacement Available: A wrong or defective product was delivered, and we do not have a replacement item in stock to substitute it.

  • Technical Error: There is an unexpected system glitch, pricing error, or inventory mismatch during checkout.

4. Refund Methods & Timelines

Once your refund request is approved and the product is returned to our facility, the refund will be issued via your original payment method within the following timelines:

  • Mobile Wallets (bKash / Nagad / Rocket): Processed within 5 to 7 working days.

  • Bank Transfer / Card Payments: Timeline depends entirely on your respective bank's internal processing schedule.

If you have any further questions or require assistance, please do not hesitate to contact our customer support team at 01521727566. Thank you for choosing Time Excellence!