RETURN & REFUND POLICY
At AUTHENTIQ, we believe that a trustworthy e-commerce experience does not end when an order is delivered.
Our Return & Refund Policy explains when a customer may request a return, replacement, exchange, cancellation or refund, the applicable conditions, the process for submitting a request, and how AUTHENTIQ will handle the request.
This Policy should be read together with our Terms & Conditions, Privacy Policy, Delivery Policy and other applicable Website policies.
Nothing in this Policy is intended to remove or unlawfully restrict any mandatory right or remedy available to a consumer under the laws of Bangladesh.
1. OUR RETURN & REFUND COMMITMENT
AUTHENTIQ aims to provide customers with products that correspond materially with the description, specifications and representations published on the Website.
Where a legitimate problem occurs with an order, we will assess the matter fairly and seek to provide an appropriate remedy in accordance with:
The applicable product-specific policy;
The circumstances of the transaction;
Our verification process;
Our Terms & Conditions; and
Applicable laws and regulations of Bangladesh.
Depending on the circumstances, the appropriate remedy may include:
Replacement | Exchange | Return | Refund | Other lawful resolution
2. WHEN A RETURN, REPLACEMENT OR REFUND MAY BE REQUESTED
Subject to the conditions of this Policy and applicable law, a customer may contact AUTHENTIQ where:
2.1 Wrong Product Delivered
You received a product materially different from the product you ordered, such as:
Wrong product;
Wrong model;
Wrong size;
Wrong variant;
Wrong quantity; or
Wrong color/option where the selected option was clearly specified in the order.
2.2 Damaged Product Received
You received a product that was materially damaged before or during delivery.
Examples may include:
Broken item;
Cracked container;
Severe leakage;
Torn packaging that materially affects the product;
Missing essential component; or
Other material physical damage.
Customers should photograph the parcel and product as soon as reasonably possible after delivery.
2.3 Manufacturing or Product Defect
A product has a genuine manufacturing defect or other material defect that was not caused by the customer.
Examples may include:
Functional failure;
Material manufacturing fault;
Missing component;
Defective mechanism; or
Other verifiable manufacturing defect.
2.4 Material Misdescription
The delivered product is materially inconsistent with the description, specifications or characteristics represented on the Website.
Minor differences arising from:
Photography;
Lighting;
Display settings;
Packaging updates;
Manufacturer design updates; or
Reasonable manufacturing variation
do not automatically constitute a material misdescription.
2.5 Missing Item or Component
An item, accessory or component included in the order is missing from the delivered package.
2.6 Authenticity Concern
Where a product has expressly been represented by AUTHENTIQ as original/authentic, a customer may raise a genuine and substantiated authenticity concern.
AUTHENTIQ may investigate the matter using information such as:
Order details;
Packaging;
Batch/serial information;
Product photographs;
Supplier documentation;
Purchase documentation;
Manufacturer information; and
Other reasonably relevant evidence.
A customer’s suspicion alone does not automatically establish that an item is counterfeit.
Where a legitimate authenticity issue is established, AUTHENTIQ will provide an appropriate remedy consistent with applicable law.
3. RETURN REQUEST TIMEFRAME
For products eligible under this Policy, customers should notify AUTHENTIQ as soon as reasonably possible after receiving the product.
Unless a different period is expressly stated on the relevant product page, warranty terms or applicable policy:
Customers should submit a return/replacement complaint within 48 hours of delivery for visibly damaged, wrong, incomplete or materially incorrect products.
For defects that could not reasonably be discovered upon delivery, the customer should notify AUTHENTIQ promptly after discovering the defect.
For warranty-supported products, the applicable warranty period will govern the claim.
Nothing in this timeframe is intended to extinguish a mandatory legal right that may apply under Bangladesh law.
4. CONDITIONS FOR RETURN
Where a return is approved, AUTHENTIQ may require that the product be returned with, where applicable:
Original product;
Original packaging;
Labels and tags;
Accessories;
Manuals;
Warranty cards;
Seals;
Complimentary items supplied with the order; and
Other items originally supplied with the product.
The product should generally be returned in a condition consistent with the reason for the return.
For products that must be inspected to establish a defect, damage, wrong-product issue or authenticity concern, AUTHENTIQ may require physical return before finalizing the remedy.
5. UNBOXING EVIDENCE
For high-value, fragile, technical, sealed or authenticity-sensitive products, AUTHENTIQ strongly recommends recording a continuous unboxing video from the unopened parcel/package through product inspection.
Where reasonably relevant, customers should also preserve photographs of:
Outer courier packaging;
Shipping label;
Seals;
Product packaging;
Product condition;
Batch/serial number; and
The alleged problem.
Unboxing evidence can significantly assist investigation of damage, missing items, wrong products and delivery-related disputes.
However, the absence of an unboxing video does not automatically eliminate a customer’s lawful rights. AUTHENTIQ will assess each genuine complaint based on the available evidence and circumstances.
6. PRODUCTS THAT MAY REQUIRE SPECIAL RETURN CONDITIONS
Certain products require additional return controls because of their nature.
These may include:
Cosmetics & Skincare
For hygiene and safety reasons, opened or used products may generally not be eligible for return due solely to change of mind, preference or dissatisfaction with subjective results.
A product may remain eligible for an appropriate remedy where there is a verified issue such as:
Wrong product;
Material damage;
Manufacturing defect;
Material misdescription; or
Other legitimate grounds.
Customers should not use a product where they believe it may be damaged, contaminated or otherwise unsafe.
Fragrance
Normal differences in perception of scent are subjective and do not automatically establish a defect.
However, claims involving:
Wrong item;
Material leakage;
Severe damage;
Missing contents;
Material packaging/product discrepancy; or
Authenticity concerns may be investigated.
Food & Beverage
Because food and beverage products may be perishable or subject to hygiene and safety requirements, returns may be subject to special conditions.
Customers should immediately report:
Wrong product;
Damaged packaging;
Leakage;
Expired product;
Contaminated or compromised packaging;
Missing item; or
Other material product-safety concerns.
Customers should not consume a product where there is a reasonable concern regarding its safety or integrity.
Personal-Care or Hygiene Products
Where the packaging has been opened or the product used, return eligibility may be restricted for legitimate hygiene and safety reasons, subject to applicable law.
Clothing & Fashion Products
Returns/exchanges may depend on:
Size;
Product condition;
Tags;
Original packaging;
Washing;
Alteration;
Signs of wear; and
The reason for the return.
Products that have been washed, altered, damaged or materially used may not qualify for a change-of-mind return unless required by applicable law or expressly permitted by AUTHENTIQ.
Smart Gadgets & Accessories
Products may be subject to:
Product inspection;
Manufacturer warranty;
Serial-number verification;
Functional testing;
Accessory verification; and
Warranty exclusions.
Customer-caused damage, unauthorized modification, improper installation or misuse may affect eligibility.
Pet Food & Accessories
Pet food and other consumable products may be subject to special hygiene, safety and expiry-related restrictions.
7. CHANGE-OF-MIND RETURNS
Unless expressly stated on the relevant product page or required by applicable law, AUTHENTIQ does not guarantee a return merely because the customer:
Changed their mind;
Ordered the wrong product;
Selected the wrong size;
Selected the wrong variant;
No longer wants the product;
Found another product they prefer; or
Expected a different subjective result.
Where AUTHENTIQ voluntarily offers a change-of-mind return for a particular product, the product must satisfy the conditions communicated for that offer.
This section does not override any mandatory statutory consumer right.
8. OPENED OR USED PRODUCTS
For products where opening or use affects hygiene, safety, resaleability or product integrity, AUTHENTIQ may restrict returns after the product has been opened or used.
Examples may include:
Cosmetics;
Skincare;
Personal-care products;
Fragrance;
Food;
Pet consumables; and
Other hygiene-sensitive or consumable products.
This restriction does not apply where the product is defective, unsafe, materially misdescribed, wrong, counterfeit or otherwise subject to a legally protected remedy.
9. NON-RETURNABLE CIRCUMSTANCES
Subject to applicable law, a return may generally be refused where:
The customer merely changed their mind and no change-of-mind return applies;
The product was used improperly;
The product was damaged after delivery through customer handling;
The customer altered or modified the product;
The product was washed or materially used where that affects return eligibility;
Required tags, seals or essential components were removed where return eligibility depends on them;
A consumable product was opened or consumed without a qualifying defect;
The issue is solely a reasonable difference in color caused by screen/display conditions;
The complaint concerns a subjective preference rather than a material defect or misdescription; or
The customer is unable to return the relevant product where a return is reasonably required to verify the claim.
AUTHENTIQ will assess each case individually and will not rely on this list to unlawfully exclude mandatory consumer rights.
10. ORDER CANCELLATION BEFORE DISPATCH
Where operationally possible, customers may request cancellation before an order is dispatched.
The customer should contact AUTHENTIQ immediately after deciding to cancel.
Once an order has been handed over to the courier or delivery process has materially commenced, cancellation may no longer be operationally possible and the applicable return/refund procedure may apply.
For prepaid orders, any applicable refund will be handled according to this Policy and applicable law.
11. FAILED DELIVERY AND CUSTOMER REFUSAL
A customer should not intentionally refuse a valid order merely to avoid following the applicable return procedure.
Where a customer refuses delivery without a legitimate reason, AUTHENTIQ may treat the incident as a failed delivery and may restrict certain future services, including COD, where reasonably justified.
However, customers should not be charged or disadvantaged where refusal occurred because the parcel was:
Materially damaged;
Clearly wrong;
Tampered with; or
Otherwise subject to a legitimate delivery-related problem.
12. DELIVERY DAMAGE
Where a parcel is visibly damaged at the time of delivery, customers should, where reasonably possible:
Photograph the parcel before opening;
Record the condition of the shipping package;
Notify the courier/delivery representative where appropriate; and
Contact AUTHENTIQ promptly.
If the customer receives a damaged parcel, AUTHENTIQ will investigate the circumstances rather than automatically rejecting the complaint.
13. HOW TO REQUEST A RETURN OR REFUND
To submit a request, contact AUTHENTIQ through the official customer-service channel:
Email: support@liveauthentiq.com
Phone/WhatsApp: +880-1736111111
Please provide:
Customer name;
Order number;
Mobile number;
Product name;
Date of delivery;
Reason for request;
Clear photographs where relevant;
Unboxing video where available; and
Other evidence reasonably relevant to the complaint.
Customers should not send products back without first receiving return instructions, unless AUTHENTIQ expressly instructs otherwise.
14. REVIEW AND VERIFICATION OF CLAIMS
After receiving a request, AUTHENTIQ may review:
Order records;
Product details;
Delivery records;
Photographs/videos;
Product condition;
Packaging;
Serial/batch information;
Customer communications;
Courier information; and
Other relevant evidence.
AUTHENTIQ may request additional information where reasonably necessary.
For certain claims, AUTHENTIQ may arrange inspection or collection of the product.
15. APPROVAL OF RETURN OR REFUND
Once a claim has been reviewed, AUTHENTIQ may:
Approve a replacement;
Approve an exchange;
Approve a return;
Approve a full refund;
Approve a partial refund where legally and commercially appropriate;
Reject an unsupported claim; or
Request further information or inspection.
The applicable remedy will depend on the circumstances and applicable legal requirements.
16. REPLACEMENT
Where a replacement is approved:
Replacement stock must generally be available;
The returned product may be inspected;
The replacement may be the same product/variant or an agreed equivalent where appropriate; and
Additional payment or refund may be required where the customer voluntarily chooses a different product.
Where the problem was caused by AUTHENTIQ or the product itself, AUTHENTIQ will seek to provide a reasonable remedy without improperly transferring its responsibility to the customer.
17. EXCHANGE
Where exchange is offered, the replacement product may be subject to:
Stock availability;
Product-specific return conditions;
Price differences; and
Applicable delivery arrangements.
An exchange request is not necessarily the same as a statutory refund entitlement.
18. FULL REFUND
A full refund may be appropriate where, for example:
AUTHENTIQ cannot supply the ordered product;
The wrong product was delivered and a suitable replacement cannot reasonably be provided;
A material defect is established;
A material authenticity issue is established;
The product is materially misdescribed;
The product is materially damaged and cannot reasonably be replaced; or
Another circumstance requires a refund under applicable law.
19. PARTIAL REFUND
A partial refund may be considered only where legally and commercially appropriate and where the customer agrees to retain the product despite an identified issue.
AUTHENTIQ will not use a partial refund to defeat a customer’s mandatory legal entitlement to a different remedy.
20. REFUND METHOD
Where feasible, refunds for prepaid transactions will be made through the same payment method used for the transaction, subject to the operational capability and requirements of the relevant bank, MFS provider, payment gateway or other payment intermediary.
For example, a payment made through a particular online payment channel may be refunded through the applicable payment channel rather than in cash.
Where a same-channel refund is not technically possible, AUTHENTIQ may request reasonable alternative payment details for the customer, subject to appropriate verification and applicable law.
21. CASH-ON-DELIVERY REFUNDS
For COD orders, there is no advance digital payment to reverse through the original payment gateway.
Where a refund is approved for a COD order, AUTHENTIQ may require verified customer payment details such as an eligible mobile financial service or bank account.
AUTHENTIQ will not request unnecessary payment-card credentials, PINs or passwords for processing a legitimate refund.
22. REFUND PROCESSING TIME
Once a refund is approved and all necessary return/verification requirements have been completed, AUTHENTIQ will initiate the refund without unnecessary delay and in accordance with applicable law and the payment provider’s processing procedures.
For transactions governed by Bangladesh’s Digital Commerce Operation Guidelines, 2021, the applicable requirements concerning refund of advance payments will be observed. Public summaries of the Guidelines report a 10-day refund requirement in relevant non-delivery/refund circumstances, subject to the applicable facts and payment-channel processing.
The time for the money to actually appear in a customer’s bank account, card or mobile financial-service account may additionally depend on the relevant payment service provider.
AUTHENTIQ cannot guarantee the provider’s internal settlement time.
23. RETURN SHIPPING COSTS
Where the return is required because of an error attributable to AUTHENTIQ or a verified product issue, AUTHENTIQ will seek to arrange or bear the appropriate return-related cost, subject to the circumstances and applicable law.
Examples may include:
Wrong product delivered;
Materially defective product;
Material delivery damage;
Materially incorrect product; or
Another confirmed issue attributable to AUTHENTIQ.
Where a customer voluntarily requests a return for reasons unrelated to any defect or AUTHENTIQ error and the return is permitted as a goodwill facility, return shipping or other applicable costs may be borne by the customer where clearly disclosed and legally permissible.
24. PAYMENT PROCESSING FEES
Where a payment gateway, bank, mobile financial service or other intermediary imposes a non-refundable transaction fee, the treatment of that fee will depend on:
The reason for the refund;
The payment provider’s rules;
Applicable law; and
Whether the fee resulted from AUTHENTIQ’s error.
AUTHENTIQ will not impose an unlawful or undisclosed refund charge on a customer.
25. REFUND FOR UNDELIVERED ORDERS
If AUTHENTIQ accepts payment in advance and subsequently cannot provide the purchased product, AUTHENTIQ will process the customer’s eligible refund in accordance with applicable law and the Digital Commerce Operation Guidelines, 2021.
Where a digital-commerce transaction is subject to a specific statutory refund timeframe, that legal timeframe will prevail over any conflicting timeframe stated in this Policy.
26. PROMOTIONAL DISCOUNTS
Where an order included a promotional discount, voucher or bundle offer, the refund amount may be calculated based on the actual amount paid for the returned item and the applicable promotion terms.
A refund does not automatically recreate an expired promotional offer.
Where returning one item causes the customer to no longer qualify for a bundle or minimum-purchase promotion, AUTHENTIQ may make an appropriate adjustment to the refund calculation, subject to applicable law and the disclosed promotion terms.
27. FREE GIFTS AND PROMOTIONAL ITEMS
Where a returned order included a free gift, complimentary product or promotional item, AUTHENTIQ may require the promotional item to be returned where the entire qualifying transaction is being reversed.
Where the promotional item cannot reasonably be returned, the value or treatment of that item may be addressed in accordance with the applicable promotion terms, subject to applicable law.
28. AUTHENTICITY CLAIMS
AUTHENTIQ takes product authenticity concerns seriously.
If a customer believes a product represented as original/authentic may be counterfeit or materially inauthentic, the customer should contact AUTHENTIQ promptly and provide:
Order number;
Product photographs;
Packaging photographs;
Batch/serial number;
Labels;
Relevant markings;
The reason for the concern; and
Any supporting evidence available.
AUTHENTIQ may investigate the supply chain and product information before determining the appropriate resolution.
Customers should not alter, destroy or discard the product or packaging while an authenticity investigation is pending.
29. WARRANTY CLAIMS
Some products may carry a manufacturer’s or seller’s warranty.
Where a valid warranty applies, the customer may be required to follow the warranty process.
Warranty coverage may exclude issues caused by:
Misuse;
Accidental damage;
Unauthorized modification;
Improper installation;
Negligence;
Water/liquid exposure where not covered;
Normal wear and tear; or
Other exclusions stated in the applicable warranty terms.
Nothing in this section is intended to remove a non-excludable legal right.
30. PRODUCT SAFETY COMPLAINTS
If a customer believes that a product presents an immediate health or safety concern, the customer should stop using the product and contact AUTHENTIQ promptly.
Where appropriate, AUTHENTIQ may request:
Product details;
Batch/serial information;
Photographs;
Packaging;
Purchase information; and
Other relevant evidence.
AUTHENTIQ may take corrective actions where reasonably necessary, including withdrawal, replacement, refund, supplier investigation or other lawful measures.
31. RETURN INSPECTION
A returned product may be inspected before a final return/refund determination is made.
Inspection may include checking:
Product identity;
Serial/batch details;
Condition;
Packaging;
Accessories;
Signs of use;
Damage;
Missing parts; and
Evidence supporting the claim.
Inspection is intended to protect both customers and AUTHENTIQ against genuine errors, misuse and fraudulent claims.
32. FRAUDULENT OR ABUSIVE RETURN CLAIMS
AUTHENTIQ may investigate patterns of suspicious return or refund activity.
This may include:
Repeated false damage claims;
Product substitution;
Returning a different product;
Deliberate damage;
Manipulation of promotions;
Fraudulent payment activity; or
Submission of fabricated evidence.
Where fraud or abuse is reasonably established, AUTHENTIQ may reject the claim and take other lawful measures.
33. CUSTOMER RESPONSIBILITY DURING RETURNS
Customers must:
Provide truthful information;
Preserve relevant evidence;
Follow reasonable return instructions;
Return the correct product;
Package the product reasonably for return;
Avoid unnecessary damage; and
Cooperate with reasonable verification procedures.
A customer should not send a different item or substitute product in place of the original product.
34. FAILED RETURN COLLECTION
Where AUTHENTIQ arranges collection and the customer repeatedly fails to make the product available for collection, AUTHENTIQ may require a new collection arrangement.
The customer should keep the product securely stored and in substantially the condition required for the approved return.
35. REFUNDS AFTER RETURN INSPECTION
Where a refund depends on receiving and inspecting a returned product, AUTHENTIQ may process the refund after confirming that the returned item corresponds to the approved return and meets the applicable conditions.
This does not permit AUTHENTIQ to intentionally delay a legally required refund.
36. DISPUTES ABOUT RETURN ELIGIBILITY
If a customer disagrees with an initial return/refund decision, the customer may request a review by contacting AUTHENTIQ through the official support channel.
The customer should provide any additional evidence or explanation relevant to the complaint.
AUTHENTIQ will review the matter in good faith.
Nothing in this section prevents a customer from exercising rights available under applicable Bangladesh law or contacting the appropriate consumer-protection authority.
The Directorate of National Consumer Rights Protection states that consumer complaints may be submitted electronically or through other permitted means and that purchase receipts should be attached to the complaint.
37. CUSTOMER COMPLAINT HANDLING
AUTHENTIQ seeks to acknowledge and review customer complaints promptly.
For complex cases involving:
Product authenticity;
Manufacturer verification;
Payment disputes;
Courier investigation;
Technical defects;
High-value transactions; or
Other complex circumstances,
additional investigation time may reasonably be required.
AUTHENTIQ will communicate material updates where appropriate.
38. DOCUMENTATION CUSTOMERS SHOULD KEEP
Customers should retain:
Order confirmation;
Invoice/receipt;
Payment confirmation;
Delivery confirmation;
Product packaging;
Warranty documentation;
Return communication; and
Relevant photographs/videos.
A valid purchase receipt or transaction record can be important when establishing a consumer complaint. The Directorate of National Consumer Rights Protection specifically refers to attaching a purchase receipt when filing a complaint.
39. NO UNLAWFUL WAIVER OF CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to:
Waive a mandatory statutory right;
Exclude a lawful consumer remedy;
Misrepresent a customer’s legal entitlement; or
Prevent a customer from making a lawful complaint to a competent authority.
Where any provision of this Policy conflicts with a mandatory requirement of Bangladesh law, the mandatory legal requirement shall prevail.
40. GOVERNING LAW
This Policy shall be governed by and interpreted in accordance with the laws of Bangladesh.
Any dispute concerning a return, replacement or refund shall be handled in accordance with applicable law and the competent authorities, forums or courts having lawful jurisdiction.
41. POLICY UPDATES
AUTHENTIQ may update this Return & Refund Policy from time to time to reflect:
Changes in laws or regulations;
Changes in product categories;
Changes in payment methods;
Changes in delivery arrangements;
Changes in operational procedures;
Customer-protection requirements; or
Improvements to the return/refund process.
The latest version will be published on:
with a revised Last Updated date.
42. CONTACT US
For any return, replacement, exchange, cancellation or refund matter, please contact AUTHENTIQ through the official channels below.
Business Information:
Brand:ย AUTHENTIQ
Business Name:ย AUTHENTIQย
Business Address:ย Dhaka, Bangladesh
Email:ย support@liveauthentiq.com
Phone:ย +880-1736111111
Website:ย ย https://liveauthentiq.com/
Recommended email subject:
โReturn / Refund Request โ Order #[Order Number]โ
43. IMPORTANT LEGAL DISCLAIMER
This Return & Refund Policy is prepared as a Bangladesh-focused e-commerce policy template based on the publicly available Bangladesh digital-commerce and consumer-protection framework.
It is not a formal legal opinion and does not constitute legal representation or a guarantee of statutory compliance.
The final policy should be reviewed against AUTHENTIQ’s actual:
Legal business entity;
Trade licence and registration status;
Applicable digital-commerce registration;
Tax/VAT status;
Product categories;
Supplier/import arrangements;
Payment channels;
Courier contracts;
Warranty arrangements;
Actual return workflow; and
Current laws, regulations and regulatory directions of Bangladesh.
AUTHENTIQ should not advertise a return/refund entitlement on the Website that its actual operations cannot consistently honor.
Similarly, a policy should not be used to impose conditions that unlawfully restrict mandatory consumer rights.
Where a conflict exists between this Policy and a mandatory provision of applicable Bangladesh law, the applicable law shall prevail.
44. CUSTOMER ACKNOWLEDGEMENT
By placing an order through AUTHENTIQ, you acknowledge that you have had an opportunity to review this Return & Refund Policy and understand the procedures and conditions applicable to returns, replacements and refunds, subject to your rights under applicable Bangladesh law.