✨ The GreenHeaven Return Promise
- 7-Day Return Window: Report any product issue within 7 calendar days from the delivery date.
- Free Replacement / Refund: If the fault is on our end, we cover all return logistics costs.
- Fast Refunds: MFS refunds (bKash/Nagad) processed within 24 to 72 hours of inspection approval.
- Nationwide Pickup: Convenient doorstep pickup in Dhaka and drop-off hubs across all 64 districts.
1. Conditions Eligible for Return or Exchange
You are entitled to request an exchange, replacement, or full refund under the following valid circumstances:
| Eligible Scenario | Condition Description | Resolution Offered | Courier Fee |
|---|---|---|---|
| Damaged in Transit | Product physically broken, dented, cracked, or leaking upon arrival | Instant Replacement or Full Refund | Free (Covered by GreenHeaven) |
| Defective / Malfunctioning | Product does not power on, function as described, or has technical defect | Replacement or Full Refund | Free (Covered by GreenHeaven) |
| Wrong Item Delivered | Delivered product does not match the ordered model, color, size, or variant | Correct Item Dispatched Immediately | Free (Covered by GreenHeaven) |
| Missing Accessories | Package missing included cables, parts, manuals, or bundled gifts | Missing Parts Dispatched or Partial Refund | Free (Covered by GreenHeaven) |
| Change of Mind (Select items) | Unopened, sealed product in pristine original condition with all tags intact | Store Credit or Exchange | Customer bears courier fee |
2. Non-Returnable & Non-Refundable Items
To preserve hygiene, safety, and operational standards, the following items cannot be returned or refunded once delivered:
- Perishable or Plant Products: Live indoor/outdoor plants damaged due to customer neglect, prolonged post-delivery delays, or improper watering after acceptance.
- Intimate or Hygiene Items: In-ear headphones, wearable bands, personal care goods, or items where the hygienic factory seal has been broken.
- Items with Tampered Serial Numbers: Products with missing IMEI, removed warranty stickers, or defaced serial numbers.
- Customer-Induced Physical Damage: Drops, water spills, unauthorized repairs, or electrical short-circuits caused by improper voltage.
- Digital Codes or Gift Cards: Software licenses, digital vouchers, or prepaid cards once delivered or redeemed.
3. Step-by-Step Return Process
Submitting a return request with GreenHeaven is quick and effortless. Follow these simple steps:
Notify Support Within 7 Days
Reach out via WhatsApp, phone, or our Contact Page with your Order ID, product photos, and a brief description of the issue.
Initial Review & Approval
Our Quality Support team will verify your claim within 12 to 24 hours and provide return packaging instructions.
Pickup or Drop-off
A courier agent will pick up the parcel from your address (inside Dhaka) or you can drop it off at the nearest Steadfast/Pathao hub (outside Dhaka).
Replacement or Refund
Once the product arrives at our facility and passes technical inspection, your replacement is dispatched or refund credited immediately.
💡 Pro-Tip: Unboxing Video for Instant Resolution
We strongly recommend recording a continuous 30-second unboxing video while opening your parcel. An unboxing video serves as indisputable proof for courier transit damage, enabling immediate priority replacement without waiting for extended inspection delays!
4. Refund Processing Timelines & Disbursement Methods
Approved refunds are processed through the original method of payment or a mutually agreed alternative:
- Cash on Delivery (COD) Orders: The refund will be credited directly to your personal bKash, Nagad, or Rocket account within 24 to 72 hours following product return verification.
- Mobile Financial Services (bKash / Nagad Online PGW): Reversal is credited directly back to the originating mobile wallet within 24 to 48 hours.
- Credit / Debit Card Online Payments: Refund requests are submitted to the acquiring bank within 2 business days. The funds will reflect on your bank card statement within 5 to 10 working days depending on your bank's card processing cycle.
- Store Credit / Voucher: Issued instantly upon request with 100% full value and zero deduction, valid for 12 months on any future GreenHeaven purchase.
5. Return Shipping & Courier Costs
- Defective, Damaged, or Incorrect Items: GreenHeaven covers 100% of all return shipping costs. You will not be charged a single taka.
- Customer Change-of-Mind / Exchange: If you wish to exchange a sealed, pristine item for another model or color, the customer is responsible for standard delivery charges (BDT 60 inside Dhaka, BDT 120 outside Dhaka).
6. Order Cancellation Policy
- Cancellation Before Dispatch: You may cancel any unfulfilled order free of charge by calling our hotline or messaging on WhatsApp before the parcel has been handed over to the courier. Instant full refund will be processed.
- Cancellation After Dispatch: Once an order is in transit with the courier, cancellation may incur a return logistics fee for non-defective COD items.
7. Dedicated Return & Refund Support Helpdesk
Our customer care specialists are on standby to make your return experience seamless and pleasant:
- Hotline: Available on our Contact Page
- WhatsApp Support: Fast response during working hours
- Support Email: [email protected]
- Online Claim Submission: greenheaven.com/contact
- Service Hours: Saturday – Thursday, 10:00 AM – 8:00 PM