Last Updated: July 30, 2025

At Asol Food, your satisfaction is our priority. We are committed to providing you with fresh, high-quality groceries and a seamless shopping experience. We understand that sometimes things might not be exactly as expected. This policy outlines the conditions under which you can request a return or refund for your purchase.

1. Eligibility for Returns & Refunds

You may be eligible for a return or refund under the following conditions:

• Damaged or Spoiled Products: If an item you receive is damaged, spoiled, or unfit for consumption upon delivery.
• Expired Products: If any product delivered has passed its expiry date.
• Incorrect Products: If you receive an item different from what you ordered.
• Missing Products: If an item you ordered is missing from your delivery.
• Quality Concerns (Fresh Produce/Perishables): If fresh produce (fruits, vegetables), dairy, meat, or fish do not meet reasonable freshness standards upon delivery.

2. Items NOT Eligible for Return or Refund

For hygiene and safety reasons, or due to the nature of certain products, we generally cannot accept returns or provide refunds for:

• Items that have been opened, consumed, or used, unless the issue was identified immediately upon opening (e.g., clear spoilage inside sealed packaging).
• Items not in their original packaging, or if the packaging has been significantly tampered with by the customer.
• Items returned due to a change of mind after delivery, especially for perishable goods.
• Products damaged due to misuse or improper storage after delivery by the customer.

3. Timeframe for Reporting Issues

It is crucial to inspect your order immediately upon delivery.

• Perishable Goods (Fruits, Vegetables, Meat, Fish, Dairy, Baked Goods): Any issues (damage, spoilage, incorrect item) with perishable items must be reported to our customer service team within 3 hours of delivery.
• Non-Perishable Goods (Packaged foods, household items, etc.): Any issues (damage, incorrect item, missing item) with non-perishable goods must be reported to our customer service team within 24 hours of delivery.

Reporting beyond these timeframes may limit our ability to process your request.

4. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

• Contact Customer Service: Immediately call us at +8801770-525484 or email us at asolfoodltd@gmail.com.
• Provide Details: Please have your Order ID/Number ready. Clearly explain the issue, including the name of the product(s) in question, the nature of the problem (e.g., damaged, spoiled, incorrect, missing), and if possible, attach clear photos or videos of the item(s) to your email.
• Await Instructions: Our customer service team will review your request and provide instructions on the next steps, which may include returning the item or a refund process.

5. Return Process (if applicable)

Depending on the nature of the issue and the product, we may:

• Arrange for our delivery agent to pick up the problematic item(s) from your delivery address.
• Request you to discard the item(s) if return is not practical (e.g., highly perishable spoiled goods).

Please ensure the item is returned in the same condition as received, in its original packaging if possible, along with the original invoice or delivery slip.

6. Refund Processing

Once your return/refund request is approved and the item (if required) is successfully returned to us, we will process your refund.

• Refund Method: Refunds will typically be processed back to your original payment method. If this is not possible, store credit may be offered.
• Processing Time: Approved refunds will be processed within 3 business days. Please note that it may take additional time for the refunded amount to appear in your bank statement or credit card statement, depending on your bank’s policies.
• Delivery Charges: Delivery charges are generally non-refundable unless the entire order was cancelled before dispatch or the cancellation was due to an error on our part.

7. Exchanges

We generally do not offer direct exchanges. If you receive an incorrect item, we will process a refund or send a replacement if available, after which you can place a new order for the desired item.

8. Policy Changes

Asol Food reserves the right to modify this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically.

9. Contact Us

For any questions or concerns regarding this Refund and Returns Policy, please do not hesitate to contact our customer service team:

Asol Food House-02, Road-05, Block-F, Banasree, Dhaka 1219
Email: asolfoodltd@gmail.com
Phone: +8801770-525484
Website: www.asolfood.com