Cancellation & Return Policy
Cancellation
You can request for order cancellation by emailing us at support@thealamsbd.com. If your order is under ‘processing’ status only then it will be valid for cancellation.
In applicable cases, the order will be cancelled, and the money (if paid) will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us. It may take additional 7-15 working days for the amount to reflect in your account depending on your service provider.
Return, Replacement and Refund
All items are thoroughly checked by THE ALAMS before leaving the warehouse and then handed over to trusted delivery partners. We can assure you that you will receive your order protected and hassle-free. Even then in rare cases parcels might get damaged in transit. In such cases please refer to following facilities provided.
When is my order eligible for return/ refund/ replacement?
If the product is defective, wrong, in less quantity than ordered or damaged in transit.
What to do in case of a dispute?
Step-1: Please inform THE ALAMS customer support team within 24 hours of completed delivery about the issue (for pre-paid orders only).
Step-2: Provide us with your order ID details and your request to return/ refund/ replacement your order. Kindly email an unboxing video of parcel and the invoice for our reference, if applicable.
Cash on delivery exceptions:
Additionally, all disputes regarding cash on delivery orders must be informed while delivery in the presence of delivery man and defective/ wrong/ damaged item must be returned with the delivery person. It is important that you DO NOT PAY FOR MISSING ITEMS/ DAMAGED ITEMS/ ITEMS NOT RECEIVED IN ORDER PACKAGE and only pay for items received at hand according to attached invoice. Such issues regarding cash on delivery orders cannot be dealt with after delivery is successfully completed.
Step-3: Please wait to be contacted by THE ALAMS customer support team which may take a maximum of 3 working days. Upon agreement with our customer support representative you may send a return, where applicable.
How can I contact THE ALAMS customer support team?
- You can call/ whatsapp our customer support number (01758746864. Service time: 12 pm- 8 pm)
- You can email at support@thealamsbd.com
Informing through social media platforms (including but not limited to Facebook page, Facebook group, Instagram, TikTok, Youtube) cannot be considered as valid complaint.
Where do I send the return?
The Alams
House 20, Road 15, Sector 14, Uttara, Dhaka
Contact- 01758746864
How long will it take to receive the refund?
When applicable, we will process the order refund within 3 business days of successfully receiving the return. It may take additional 7-15 working days for the amount to reflect in your account depending on your service provider.
How long will it take to receive the replacement item(s)?
When applicable, we will process the replacement order within 3 business days of successfully receiving the return. Please visit our Shipping & Delivery policy to find estimated delivery date.
How long will it take to receive my missing item(s)?
When applicable, we will process the missing items(s) order within 3 business days of properly filed complaint. Please visit our Shipping & Delivery policy to find estimated delivery date.
Do I have to pay any charge for return/ refund/ exchange?
- No additional fees will be charged if wrong/ damaged items are checked & returned with the delivery person in time of delivery.
- Additional delivery fee (inside Dhaka 80, outside Dhaka 130) will be charged if complaint is made after completion of delivery.
Which items are NOT ELIGIBLE for returns/ refunds and replacements?
- Items without original seal, brand tag, label and safety measures (such as bubble wrap/ carton box) as it was while leaving THE ALAMS. Tampered measures will result in ineligibility of returns/ refunds and replacements.
- Items having any sign of use, alteration, wear or tear.
- Any cosmetic or personal care items which were opened from it’s intact state by client.
- Reason of return including but not limited to ‘Change of mind’/ ‘No longer required’/ ‘Not liking manufacturing brand’s packaging’ or ‘Not meeting expectations’.
Points to note-
- All returns/ refunds and replacements are subjected to inspection by THE ALAMS inspection team upon receiving.
- All returns must reach THE ALAMS warehouse within 10 working days of initially informed complaint.
- If the item came with the free promotional items (including but not limited to gifts/ coupons/reward points) the free item must also be returned/refunded.
- Original invoice must be attached with return.
- Proof of sending return (e.g- courier receipt) must be emailed to support@thealamsbd.com after it is sent.
- THE ALAMS is not obligated to refund the user’s money what he/she paid until the order status is changed to “Returned” i.e product is successfully returned to THE ALAMS warehouse.
- Shipping charges would not be included in the refund value of your order as these are non-refundable charges.
- Eligible items will be attempted for replacement first depending on stock availability. Refund shall be processed only when item is out of stock.
- In case of cash on delivery orders, it is the sole responsibility of clients to check products for quantity, damages, defects or spillages and return item(s) in question in presence of the delivery person while delivery, if not matched with original order. THE ALAMS cannot be deemed liable in failing to do so.
- Under special circumstances, if it is absolutely not possible to check products in presence of delivery man client must present clear, uncut unboxing video as proof of missing/ wrong/ broken item within 24 hours of a completed delivery. No dispute claim can be acknowledged after this time.
