Toha Trade (https://tohatrade.com.bd/) is committed to ensuring customer satisfaction. This Refund and Returns Policy outlines the conditions under which you may return products purchased from our website and request a refund. Please read this policy carefully before making a purchase.

1. Eligibility for Returns

You may return a product under the following conditions:

  • Timeframe: The return request must be made within 7 days of receiving the product.
  • Condition: The product must be unused, in its original packaging, and in the same condition as when delivered (including tags, labels, and accessories).
  • Eligible Products: Most products are eligible for return, except for:
    • Personalized or custom-made items.
    • Perishable goods (e.g., food, flowers).
    • Intimate or hygiene-related products (e.g., undergarments, cosmetics) unless defective.
  • Proof of Purchase: You must provide the order number or receipt for verification.

2. Return Process

To initiate a return, follow these steps:

  1. Contact Us: Email us at [Insert your email address here] or call [Insert your phone number here] within 7 days of receiving your order. Provide your order number and reason for the return.
  2. Return Approval: We will review your request and provide instructions for returning the product.
  3. Ship the Product: Return the product to Shop No. 209, Faisal Shopping Complex, Bus Stand, Chandpur using a reliable courier service. You are responsible for return shipping costs unless the product is defective or incorrectly delivered.
  4. Inspection: Once we receive the product, we will inspect it to ensure it meets the eligibility criteria.
  5. Refund or Replacement: Upon approval, we will process your refund or replacement within 7-10 business days.

3. Refund Policy

  • Eligible Refunds: Refunds will be issued for eligible returns under the following circumstances:
    • The product is defective, damaged, or not as described.
    • The wrong product was delivered.
    • You changed your mind within the 7-day return period (for non-excluded items).
  • Refund Method: Refunds will be processed to the original payment method (e.g., bank card, mobile banking). If the original payment method is unavailable, we may offer an alternative method or store credit.
  • Non-Refundable Costs: Shipping fees, delivery charges, or cash-on-delivery fees are non-refundable unless the return is due to our error (e.g., defective or wrong product).
  • Processing Time: Refunds will be processed within 7-10 business days after we receive and inspect the returned product.

4. Defective or Damaged Products

If you receive a defective, damaged, or incorrect product:

  • Contact us within 48 hours of delivery with details and photos of the issue.
  • We will provide a prepaid return shipping label or arrange a pickup (if applicable).
  • You may choose a replacement or a full refund, including shipping costs.

5. Non-Returnable Items

The following items cannot be returned or refunded unless defective:

  • Customized or personalized products.
  • Perishable goods.
  • Intimate or hygiene-related products.
  • Gift cards or vouchers.

6. Cancellations

  • Before Shipment: You may cancel your order before it is shipped by contacting us at [Insert your email address here] or [Insert your phone number here]. A full refund will be issued.
  • After Shipment: Once the order is shipped, it is subject to the standard return process outlined above.

7. Contact Us

For any questions or to initiate a return, please contact us:

  • Email: info@tohatrade.com.bd
  • Phone: +8801818062033
  • Address: Shop No. 209, Faisal Shopping Complex, Bus Stand, Chandpur

Last Updated: May 21, 2025