Return and Refund Policy for Hudaway BD

 

This policy outlines the general guidelines for returns and refunds on the Hudaway BD platform. Please note that Hudaway BD acts as a marketplace intermediary, and the specific terms of return, exchange, and refund are ultimately governed by the individual Merchant who fulfilled the order.

 

1. General Marketplace Principle

 

  • Merchant Responsibility: The contract of sale is between the Customer and the Merchant/Vendor. As such, the Merchant is fully responsible for the quality of the product, its packaging, timely delivery, and handling the return and refund process.

  • Customer Duty: Customers must review the specific return policy and contact details provided by the Merchant on the product page or in the order confirmation before initiating any return.

 

2. Eligibility for Returns

 

For a product to be eligible for a return or exchange, most merchants require the following conditions to be met:

Condition Description
Timeframe The return request must typically be initiated within 7 to 14 days of the delivery date, depending on the Merchant’s policy.
Product Condition Items must be unused, unworn, unwashed, and in the same condition that you received them.
Packaging Items must be returned in their original packaging with all tags, labels, and accessories intact.
Defective/Incorrect Item If the item received is defective, damaged, or incorrect, it is eligible for return or exchange at the Merchant’s expense.

 

3. Non-Returnable Items (Hygiene & Special Goods)

 

Due to the nature of Islamic, Hajj, and Umrah products, certain items are generally not eligible for return for hygiene and safety reasons, unless they are defective upon arrival. These typically include:

  • Personal Hygiene Items: Meshwoak (Miswak), personal care products, and opened cosmetic/fragrance items.

  • Intimate or Worn Garments: Opened or worn Burkas, undergarments, or head coverings (Caps) where the hygiene seal is broken, unless defective.

  • Digital Products: E-books, software, and downloadable content.

  • Customized or Personalized Goods: Items made specifically to a customer’s request.

  • Sale or Clearance Items: Items explicitly marked as non-returnable upon purchase.

 

4. Initiating a Return

 

  1. Contact the Merchant: You must first contact the specific Merchant who sold the product. Use the contact information provided in your order confirmation or the Merchant’s store profile.

  2. Provide Details: Clearly state your Order Number, the Product you wish to return, and the Reason for the Return (e.g., wrong size, defective, change of mind).

  3. Await Instruction: The Merchant will review your request and provide you with detailed instructions on where to ship the item and the required shipping method. Do not send the product back until you receive explicit instructions.

 

5. Refund Process

 

  • Inspection: Once the Merchant receives the returned item, they will inspect it to ensure it meets their return eligibility criteria.

  • Refund Issuance: If approved, the refund will be processed by the Merchant. The refund amount (excluding original shipping costs, unless the item was defective) will be credited back through the original method of payment.

  • Processing Time: While the Merchant processes the refund quickly, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider (typically 5-10 business days).

 

6. Hudaway BD’s Role in Disputes

 

Hudaway BD’s primary role is to mediate in cases where a dispute arises between a Customer and a Merchant regarding a return or refund.

  • Mediation: If you have attempted to resolve an issue directly with the Merchant without success, you may contact Hudaway BD Customer Support. We will review the case, the Merchant’s policy, and the circumstances to help facilitate a fair resolution.

  • Platform Guarantee (if applicable): In rare cases, and at the sole discretion of Hudaway BD, the platform may intervene to issue a refund if a Merchant fails to adhere to their own published policy or if a clear ethical or quality violation has occurred.

For immediate questions regarding a placed order, please refer to the Merchant’s specific contact information provided in your purchase receipt.