Effective Date: March 2, 2026
At Polli Sudha, we are committed to providing you with 100% pure and natural Jaggery (আখের গুড়). Because our products are consumable food items, our return and refund policies are designed with health, safety, and hygiene in mind.
Please read the following guidelines carefully before placing an order.
1. General Return Conditions
Due to the perishable and consumable nature of our products, we do not accept returns or exchanges for a “change of mind” or “taste preference.” Natural jaggery can have slight variations in color, texture, and aroma depending on the batch and weather conditions, which is a hallmark of its authenticity.
Returns or refunds are strictly limited to the following situations:
- Damaged in Transit: The container is broken, leaked, or structurally compromised upon arrival.
- Incorrect Item Delivered: You received the wrong combo (e.g., ordered 5kg but received 3kg).
- Spoiled/Contaminated Product: The product is visibly spoiled or unfit for human consumption upon opening.
2. The “Unboxing Video” Requirement
To be eligible for a return, replacement, or refund, you must record a clear, uncut unboxing video when you receive the package from the delivery executive.
- The video must clearly show the intact shipping label and the sealed package before opening.
- The video must capture the exact defect, damage, or incorrect item.
- Claims made without a valid unboxing video may be rejected.
3. How to Request a Return or Refund
If your order meets the conditions above, please follow these steps:
- Notify Us Immediately: Contact our customer support team within 24 hours of receiving the delivery.
- Submit Proof: Send your order number, a brief description of the issue, and the unboxing video/photos to our official WhatsApp number or email address.
- Evaluation: Our team will review your claim within 1-2 business days.
- Resolution: If your claim is approved, we will offer you a choice between a free replacement or a refund.
4. Refund Process
If a refund is approved:
- For Cash on Delivery (COD) Orders: The refund will be processed and sent via Mobile Financial Services (bKash, Nagad, or Rocket) or direct Bank Transfer within 3 to 5 business days. You must provide accurate account details to receive the funds.
- Partial Refunds: In cases of minor, non-critical damage (e.g., slight leakage that doesn’t affect the whole product), we may offer a partial refund as compensation.
5. Return Shipping and Costs
- If the return is due to our error (wrong item, damaged product), Polli Sudha will bear all return shipping costs and the cost of sending the replacement.
- The delivery executive will pick up the defective item when delivering the replacement, or we will arrange a separate pickup via our courier partners.
6. Order Cancellations
- Before Dispatch: You may cancel your order at no cost before it has been handed over to the courier (usually within 12 hours of placing the order). Please contact us immediately to cancel.
- After Dispatch: Once the product has been shipped, the order cannot be canceled. If you refuse delivery at your doorstep without a valid reason (as outlined in Section 1), you may be restricted from placing future COD orders with Polli Sudha.
7. Contact Us
For any return or refund inquiries, please reach out to us:
- Email: support@pollisudha.com
- WhatsApp / Phone: +8801836074717