This Return & Refund Policy (“Policy”) governs the terms and conditions under which customers may request a return and/or a refund for products purchased through Salaf (https://salaf.bd) (“Company,” “we,” “our,” or “us”). By placing an order, you agree to comply with this Policy.
For the avoidance of doubt, this Policy applies only to eligible return and refund requests submitted in accordance with the strict requirements set forth below.
1. Eligibility for Return
A customer may request a return only in the following circumstance:
- Wrong Product Delivered: Where the customer has received a product that is not the product ordered (including size/volume/variant mismatch where applicable).
Any return request for reasons other than wrong product delivery may be declined at our sole discretion.
2. Eligibility for Refund
A customer may request a refund only in the following circumstance:
- Damaged Product: Where the product is physically damaged upon receipt or is not functional due to damage that occurred prior to delivery to the customer.
Refund requests are subject to verification. Claims that cannot be verified may be refused.
3. Mandatory Unboxing Video Requirement
To submit a return or refund claim, the customer must provide an unboxing video evidencing the condition of the package and the product at the time of unboxing. The unboxing video must clearly show:
- Opening of the package from start to finish,
- The product condition immediately after opening,
- Any damage, defect, or mismatch visible on first inspection,
- Readable order identifiers where applicable (if present).
Without the required unboxing video, any return or refund claim will be denied.
4. Notification Deadline (24 Hours)
The customer must notify Salaf within twenty-four (24) hours from the time the product is delivered and unboxed. Notification after 24 hours shall not be eligible for consideration under this Policy.
The 24-hour window begins from delivery completion to the customer (or verified delivery time as recorded by the courier/payment flow).
5. Claim Submission Process
All eligible return and refund claims must be submitted with:
- Order details (order number and product details),
- Unboxing video meeting the requirements stated in Section 3,
- A clear explanation of the wrong product delivered or the damage observed,
- Any additional evidence requested by Salaf for verification.
Our team will review the claim and may contact you for clarification and/or further documentation.
6. Verification, Inspection, and Denial
Salaf reserves the right to verify all claims. We may decline any claim that:
- Lacks an unboxing video, or the video does not comply with the required evidence standards,
- Is submitted after the 24-hour deadline,
- Shows improper handling by the customer or indicates that damage occurred after delivery and unboxing,
- Is incomplete or inconsistent with the provided order details.
Decisions regarding eligibility are final and subject to our internal verification process.
7. Refund Method and Timing
If approved, refunds will be processed using the original payment method wherever feasible. Refund processing time depends on the payment provider/bank timelines.
Salaf will not be liable for delays caused by payment processors or financial institutions.
8. Contact
To submit a claim or request clarification regarding this Policy, contact us at [email protected] .
Strict Rule: You must record an unboxing video and notify us within 24 hours. Without a compliant unboxing video, the claim will be denied.
