Returns, Refunds, and Disputes — Your Rights as a Shop Buyer
April 12, 2026
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returns
refunds
disputes
buyer-rights
consumer-protection
You ordered something on Shop and it arrived wrong, damaged, or not as described. Or maybe it just was not what you expected. What happens next? This article explains your rights, the process, and realistic expectations.
**The 3-day return window**
Most products on Shop have a 3-day return window starting from the delivery date. During this period, you can return the product for any reason — it does not fit, the color is different from what you expected, you simply changed your mind.
To initiate a return: go to "My Orders," find the order, tap "Return/Refund," select your reason, and upload a photo of the product in its current condition. The seller is notified immediately.
Exceptions: undergarments, perishable food items, customized or personalized products, and digital goods cannot be returned. These exceptions are displayed on the product page before purchase.
After 3 days, returns are only accepted for defective products or products that do not match the listing description. "I changed my mind" is no longer a valid reason after the window closes.
**What counts as a valid complaint**
Wrong product: you ordered a blue shirt, you received a red shirt. This is a clear seller error and entitles you to a full refund or replacement. Photograph the product you received next to the order confirmation showing what you ordered.
Damaged product: the item arrived broken, torn, stained, or non-functional. Photograph the damage and the packaging. If the damage looks like it happened during shipping, both the seller and delivery partner share responsibility.
Not as described: the product differs significantly from the listing photos or description. "Significantly" means material differences — a 32GB phone advertised as 64GB, a leather bag that is actually synthetic, a dress that is a completely different color. Minor variations that the listing disclosed ("color may vary slightly due to screen differences") are generally not grounds for a full refund.
Counterfeit product: the listing claimed the product was a genuine branded item and it turned out to be fake. This is a serious violation on Shop. You are entitled to a full refund, and the seller faces suspension.
**What does NOT count**
"I found it cheaper elsewhere." Price regret is not a return reason.
"It does not look as good in person as in the photo." If the product matches the listing description and photos reasonably, this is a judgment difference, not a product fault.
"I ordered the wrong size." If the listing had a size chart and you selected incorrectly, this is buyer error. Some sellers accept size exchange returns as a courtesy, but it is not required.
**The refund process**
Once you initiate a return and the seller accepts it (or the mediation team rules in your favor), the refund process begins:
Step 1: Return the product. Shop arranges a pickup from your address. Package the product securely — you are responsible for returning it in the same condition you received it. If the product was damaged on arrival, that is already documented in your complaint photos.
Step 2: Seller receives and inspects the return. The seller confirms the product matches the return claim. If the seller agrees, the refund is processed immediately. If the seller disputes the return condition ("the product was fine when I shipped it, the customer damaged it"), the case goes to mediation.
Step 3: Refund to your payment method. bKash refunds process within 24 hours. Card refunds take 5-7 business days due to bank processing times. COD refunds go to your bKash account (you provide the number during the return process).
**Dispute escalation**
If you and the seller cannot agree, either party can escalate to Khansland mediation. The mediation team reviews:
Your complaint and photos. The seller's response and any shipping proof. Order details and listing description. Communication history between you and the seller.
Mediation decisions are usually made within 48-72 hours. The decision is binding — both parties must accept it. If you disagree with the outcome, you can appeal once with new evidence.
**Seller protections (fairness goes both ways)**
The return system also protects sellers from abuse. Common buyer scams that Shop guards against:
Return fraud: ordering a genuine product, swapping it with a fake or used item, and returning the fake for a refund. Shop compares return product photos with original listing photos and flags discrepancies.
Wear-and-return: using a product (wearing clothing to an event, using electronics for a project) and then returning it claiming a defect. Sellers can reject returns where the product shows signs of use beyond reasonable inspection.
False damage claims: claiming a product arrived damaged when it did not. Delivery partners photograph packages at delivery. If the package photos show no external damage but the customer claims internal damage, the case is reviewed carefully.
**Practical tips for buyers**
Inspect immediately. Do not wait three days to open your package. Open it when it arrives, check everything, and report issues the same day. Fresh complaints with same-day photos are resolved faster than complaints filed days later.
Photograph everything. Before opening the sealed package, photograph it. After opening, photograph the contents. If there is an issue, photograph the issue specifically. Photos are your evidence. Without them, your complaint becomes your word against the seller's.
Communicate with the seller first. Many issues resolve faster through direct messaging than through the formal dispute process. A seller who accidentally shipped the wrong color will often send a replacement immediately if you message them before opening a formal dispute.
Be specific in your complaint. "Product is bad" does not help anyone. "Product arrived with a cracked screen, photos attached" gets resolved quickly.
**Our position on disputes**
Shop does not automatically side with buyers or sellers. Each case is reviewed on its evidence. We know that most sellers are honest and most buyers are honest. The system exists for the minority of transactions where something genuinely goes wrong — and it is designed to resolve those quickly and fairly for both sides.
If you have a legitimate complaint, the system is built to protect you. If you try to abuse the system, the pattern will be detected and your account will be flagged. Fair dealing benefits everyone.
**The 3-day return window**
Most products on Shop have a 3-day return window starting from the delivery date. During this period, you can return the product for any reason — it does not fit, the color is different from what you expected, you simply changed your mind.
To initiate a return: go to "My Orders," find the order, tap "Return/Refund," select your reason, and upload a photo of the product in its current condition. The seller is notified immediately.
Exceptions: undergarments, perishable food items, customized or personalized products, and digital goods cannot be returned. These exceptions are displayed on the product page before purchase.
After 3 days, returns are only accepted for defective products or products that do not match the listing description. "I changed my mind" is no longer a valid reason after the window closes.
**What counts as a valid complaint**
Wrong product: you ordered a blue shirt, you received a red shirt. This is a clear seller error and entitles you to a full refund or replacement. Photograph the product you received next to the order confirmation showing what you ordered.
Damaged product: the item arrived broken, torn, stained, or non-functional. Photograph the damage and the packaging. If the damage looks like it happened during shipping, both the seller and delivery partner share responsibility.
Not as described: the product differs significantly from the listing photos or description. "Significantly" means material differences — a 32GB phone advertised as 64GB, a leather bag that is actually synthetic, a dress that is a completely different color. Minor variations that the listing disclosed ("color may vary slightly due to screen differences") are generally not grounds for a full refund.
Counterfeit product: the listing claimed the product was a genuine branded item and it turned out to be fake. This is a serious violation on Shop. You are entitled to a full refund, and the seller faces suspension.
**What does NOT count**
"I found it cheaper elsewhere." Price regret is not a return reason.
"It does not look as good in person as in the photo." If the product matches the listing description and photos reasonably, this is a judgment difference, not a product fault.
"I ordered the wrong size." If the listing had a size chart and you selected incorrectly, this is buyer error. Some sellers accept size exchange returns as a courtesy, but it is not required.
**The refund process**
Once you initiate a return and the seller accepts it (or the mediation team rules in your favor), the refund process begins:
Step 1: Return the product. Shop arranges a pickup from your address. Package the product securely — you are responsible for returning it in the same condition you received it. If the product was damaged on arrival, that is already documented in your complaint photos.
Step 2: Seller receives and inspects the return. The seller confirms the product matches the return claim. If the seller agrees, the refund is processed immediately. If the seller disputes the return condition ("the product was fine when I shipped it, the customer damaged it"), the case goes to mediation.
Step 3: Refund to your payment method. bKash refunds process within 24 hours. Card refunds take 5-7 business days due to bank processing times. COD refunds go to your bKash account (you provide the number during the return process).
**Dispute escalation**
If you and the seller cannot agree, either party can escalate to Khansland mediation. The mediation team reviews:
Your complaint and photos. The seller's response and any shipping proof. Order details and listing description. Communication history between you and the seller.
Mediation decisions are usually made within 48-72 hours. The decision is binding — both parties must accept it. If you disagree with the outcome, you can appeal once with new evidence.
**Seller protections (fairness goes both ways)**
The return system also protects sellers from abuse. Common buyer scams that Shop guards against:
Return fraud: ordering a genuine product, swapping it with a fake or used item, and returning the fake for a refund. Shop compares return product photos with original listing photos and flags discrepancies.
Wear-and-return: using a product (wearing clothing to an event, using electronics for a project) and then returning it claiming a defect. Sellers can reject returns where the product shows signs of use beyond reasonable inspection.
False damage claims: claiming a product arrived damaged when it did not. Delivery partners photograph packages at delivery. If the package photos show no external damage but the customer claims internal damage, the case is reviewed carefully.
**Practical tips for buyers**
Inspect immediately. Do not wait three days to open your package. Open it when it arrives, check everything, and report issues the same day. Fresh complaints with same-day photos are resolved faster than complaints filed days later.
Photograph everything. Before opening the sealed package, photograph it. After opening, photograph the contents. If there is an issue, photograph the issue specifically. Photos are your evidence. Without them, your complaint becomes your word against the seller's.
Communicate with the seller first. Many issues resolve faster through direct messaging than through the formal dispute process. A seller who accidentally shipped the wrong color will often send a replacement immediately if you message them before opening a formal dispute.
Be specific in your complaint. "Product is bad" does not help anyone. "Product arrived with a cracked screen, photos attached" gets resolved quickly.
**Our position on disputes**
Shop does not automatically side with buyers or sellers. Each case is reviewed on its evidence. We know that most sellers are honest and most buyers are honest. The system exists for the minority of transactions where something genuinely goes wrong — and it is designed to resolve those quickly and fairly for both sides.
If you have a legitimate complaint, the system is built to protect you. If you try to abuse the system, the pattern will be detected and your account will be flagged. Fair dealing benefits everyone.
