Refund & Replacement Policy
Last Updated: October 2025
At Bornaliy.com, your satisfaction and trust mean everything to us. As a family-focused online toy store specializing in children’s wooden and Montessori toys, we are committed to delivering quality products that bring joy, learning, and creativity to your child’s world. However, in rare cases where a product arrives damaged or contains defects, our Refund & Replacement Policy ensures a fair, transparent, and worry-free resolution process.
Our Promise for Happy Shopping
We believe in the quality of every toy we offer and want every purchase to be a delightful experience. But if something goes wrong, we’re here to make it right. Our policy allows you to return or request a replacement for defect items so you can continue shopping with complete confidence and peace of mind.
Eligibility for Refund or Replacement
If a product arrives damaged or contains defects, you may request a replacement under the following conditions. The request must be made within 5 days of receiving your order. To qualify, the product must be unused, unharmed, and returned in its original packaging with all labels, tags, and accessories intact. Products showing signs of wear, improper handling, or negligence are not eligible for return or replacement.
Upon receiving the returned product, our quality assurance team will inspect it to confirm eligibility. If approved, you may choose between receiving a replacement (subject to stock availability) or a refund. In case the product is out of stock, a full refund will be issued. Please note that shipping charges are non-refundable. If your item was accompanied by a free gift or promotional item, these must also be returned to complete the refund or replacement process.
Valid Reasons for Return or Replacement
You may request a refund or replacement if your product is:
-
Defective, damaged, or broken upon arrival.
-
Incorrect or incomplete, such as missing parts or items different from what you ordered.
We regret that returns cannot be accepted for products simply deemed “no longer needed” or due to a change of mind. Claims made after 5 days from delivery are not eligible for return or replacement. If you have any concerns, you can contact our Customer Support Team via email for assistance. Our support is available to guide you through the process with care and attention.
How to Return or Replace a Product
To initiate a return or replacement, please email our customer care team within 5 days of receiving your order. For customers within Dhaka City, we offer a free pick-up service for returns and replacements. For orders outside Dhaka, please send the item to our designated office address using a reliable courier service. Once we receive or collect your returned product, we will perform a quality inspection.
If the product passes inspection and qualifies for a return or replacement, we will either send a new replacement or issue a refund via ‘bKash’. If the return is deemed invalid due to product misuse or damage caused after delivery, the item will be returned to you without a refund or replacement.
Order Cancellation Policy
You may cancel your order before it has been shipped by contacting our customer support team at out email.
-
For Cash on Delivery (COD) orders, there is no refund needed since payment has not been made yet.
-
For prepaid orders made through Credit Card, Debit Card, Mobile Banking, or Bank Transfer, your payment will be refunded via ‘bKash’ after the order cancellation is processed.
Refund Process and Timeline
If your prepaid order is canceled or cannot be delivered for any reason, you are entitled to a full refund. The refund will be processed within 7–10 working days from the date of confirmation. Once the refund is completed, you will receive a notification via SMS, phone call, or email.
If you do not receive the refund within the mentioned time, please contact our customer support team within 3 days of receiving the notification. We will review the issue promptly and ensure your refund is completed without further delay.
Refunds apply only to the price of the returned product. Shipping fees and service charges are non-refundable. Refunds will be issued only after our team has received and inspected the returned item.
When Replacement Is Preferred Over Refund
If your product is found defective and the same item is available in stock, we will issue a replacement instead of a refund to ensure you receive the product you intended to enjoy. If the item is not in stock, a full refund will be processed after receiving the defective product. Please note that refund or replacement requests made after the eligible return window cannot be honored.
Our Commitment to a Hassle-Free Experience
At Bornaliy.com, we understand that shopping for your child should be a joyful and secure experience. Our Refund & Replacement Policy is designed to protect our customers’ trust while maintaining the highest standards of quality and service. We deeply value your satisfaction and are always here to help resolve any issue — because your happiness is at the heart of everything we do.
