Refund & Returns

 

Website: www.kenarhat.com  |  Facebook: www.facebook.com/kenarhat |  Last Updated: [12 November 2026]

 

1. Overview

Kenarhat sells natural and traditional food products. Because food items are consumable and cannot be resold once opened, returns are accepted only in the limited cases below. We want you to be happy with every order, so if something goes wrong, please contact us promptly and we will make it right.

2. When You Can Request a Return, Replacement or Refund

You may make a claim if:

• The product arrived damaged, broken, or leaking
• The product is defective, spoiled, expired or of clearly unacceptable quality
• You received a wrong product, wrong variant or wrong quantity
• The weight or quantity delivered is materially less than ordered
• Your order was cancelled by us after you had already paid

3. When Returns or Refunds Are Not Accepted

• Change of mind, or dislike of taste, aroma or colour after opening or consuming the product
• Natural variations in colour, texture, aroma, taste or packaging between batches (for example honey crystallisation, or ghee and mustard oil thickening in cold weather)
• Damage or spoilage caused by improper storage or handling after delivery
• Products that were opened, partly used or tampered with, unless a defect or contamination is proven
• Claims made without the required photo/video proof, or reported after the claim period
• Orders refused at the door without a valid reason, or where the customer could not be reached for delivery
• Clearance, special-offer or specially packed items, unless they are damaged, defective or incorrect

4. How to Make a Claim

1. Check on delivery. Where possible, check the package in front of the delivery person and note any visible damage.
2. Record an unboxing video. Record one clear, continuous video showing the sealed package, shipping label, opening of the parcel and the product. This is required for damage, defect and wrong-item claims.
3. Report within [24–48 hours]. Contact us within [24–48 hours] of receiving the order by phone/WhatsApp at 01880060909, through our Facebook page, or by email at kenarhat@gmail.com.
4. Send details. Share your order number, name, phone number, photos and the unboxing video.
5. Keep the product. Please keep the product and its packaging until your claim is resolved. Our team may ask you to return it or arrange pickup.

Claims submitted without proof or after the claim period may not be accepted.

5. How We Resolve Approved Claims

After reviewing your claim (usually within [1–3 working days]), we will choose the most suitable option, in agreement with you where possible:

• Replacement of the same product, subject to stock availability
• Refund of the product price for the affected item(s), full or partial
• Store credit or voucher for a future order, if you prefer

For eligible claims (damaged, defective or wrong item), Kenarhat bears the return or re-delivery cost.

6. Refund Method and Timeline

Approved refunds are processed within [5–7 working days] after approval, to the original payment method where possible.

Payment method	Refund route
Mobile banking (bKash, Nagad, Rocket)	Back to the same mobile wallet or number used for payment
Card / online bank payment	Back to the original card or account through the payment gateway (bank processing time may add extra days)
Cash on Delivery	To your mobile banking account or bank account that you provide

Gateway or bank charges, if any, may be deducted where permitted by the provider.

7. Delivery Charges

Delivery charges are calculated based on the quantity (and weight) of the products and the regular rates of the third-party courier. Delivery charges are non-refundable, except where the problem was caused by Kenarhat (for example, a wrong or damaged item) or where we cancel a paid order.

8. Order Cancellation

• Before dispatch: You may request cancellation by contacting us before your order is handed to the courier. Any amount paid will be refunded under Section 6.
• After dispatch: Orders already handed to the courier generally cannot be cancelled. If you refuse a delivery without a valid reason, we may deduct the delivery charge from any refund or require it on future orders.
• Cancellation by Kenarhat: We may cancel an order for reasons such as out-of-stock items, incorrect address, pricing errors or suspected fraud. A full refund will be given for any amount already paid.

9. Failed or Delayed Delivery

If delivery fails because the address was incorrect or you could not be reached, the order may be returned to us. We may re-send it after you pay the re-delivery charge, or cancel it and refund the product price after deducting delivery costs. For delays caused by the courier, we will help you track the parcel but cannot guarantee delivery times.

10. Abuse of the Policy

To protect honest customers, Kenarhat may refuse claims or future orders where we find false claims, repeated unjustified returns, tampered products or fraudulent activity.

11. Changes to This Policy

We may update this policy from time to time. The version posted here at the time of your order applies to that order.

12. Contact Us

Kenarhat Jashore Software Technology Park, Jashore, Bangladesh Phone / WhatsApp: 01880060909 Email: kenarhat@gmail.com Facebook: www.facebook.com/kenarhat Support Hours: [9:00 AM – 9:00 PM, Saturday–Thursday]