Product Replacement and Refund Policy (Customer)
Dear Valued Customer,
Welcome to Hello Fresh.
Thank you for purchasing products from Hello Fresh. Please follow the relevant instructions below for when you change your decision, product return time limit, and return the product.
To return items ordered online/ offline:
- If you change your mind after ordering your product online, please cancel your order within 1 hour of purchase.
- If there is any problem regarding the quality or price of the product or the validity of the product after delivery, please return the product with your certificate of purchase (sales invoice/order phone number) within 7 days of purchase or contact our customer care in case of online order. Only 48 hours will be applicable for perishable food items.
- If you return or replace a product, you will be entitled to a product worth the same amount or the same amount of money as you are returning the product.
- In case of home delivery, products of any weight can be delivered up to the 2nd floor. But in case of higher height, up to 15 kg of the product will be subject to the existing delivery charge; if more than this, an extra cost of Tk 10 will be applicable for every additional 5 kg of weight. However, if there is a lift, no extra charge will be applicable.
- We try our best to deliver the goods within the same day of the order, and then if for any reason the delivery of the goods is interrupted on the same day, we ensure it within the next 24 hours In sha Allah.
Get your money back:
We will refund your money in the same way or conveniently after we return your product.
- Your money will be refunded to your mobile banking account (if any) or to your wallet (credit or debit card) portal.
- We need 7-10 business days to refund the money to your account. If you purchase the product at an offer price, your refund/ replacement/ adjustment will be based on that offer price.
- Where you use multiple payment methods for products and services, and you return some of the products in your order, refunds will be made in the following order:
- If purchased directly from the outlet – Cash
- If you have purchased online / through Customer Care – Mobile Banking Portal (Bkash, Cash)
Note: The easiest way to return your purchased product is given above. If you have any complaints about your online transaction, don’t hesitate to contact our customer care number. Our representative will help you resolve your complaint/ problem quickly.