Refund Policy

This Refund and Wallet Credit Policy constitutes the entire and exclusive agreement between Yume Kaimono, a partnership-based multi-vendor e-commerce marketplace operating in the People's Republic of Bangladesh, and any user of the platform, whether a customer or a vendor, with respect to the return of merchandise, the issuance of credits, and the resolution of claims concerning product quality, accuracy, or delivery performance. The term "platform" as used herein shall refer to all interfaces, including but not limited to the customer web portal, the vendor dashboard, and the mobile applications made available by Yume Kaimono. By placing an order, listing a product, or otherwise utilizing the transactional capabilities of the Yume Kaimono marketplace, you explicitly acknowledge that you have read, comprehended, and irrevocably agreed to be bound by the stipulations set forth in this Refund Policy. This policy is an integral component of and is expressly incorporated by reference into the Yume Kaimono Terms and Conditions of Use. In the event of any discrepancy or conflict between the provisions of this Refund Policy and the general Terms and Conditions, the specific provisions of this Refund Policy shall govern and control all matters relating to the return of goods, the issuance of wallet credits, and the financial settlement of customer grievances. The platform operates strictly as a technology intermediary and marketplace facilitator, and as such, does not take legal title to, nor physical possession of, the merchandise listed for sale by independent third-party vendors. Consequently, the primary obligation for fulfilling an order in accordance with its listed description, and for delivering a product that is free from material defects, rests solely and exclusively with the respective vendor. However, Yume Kaimono administers this Refund Policy to provide a consistent, fair, and transparent mechanism for resolving customer disputes and ensuring a high standard of marketplace integrity. The core principle underpinning this policy is that all monetary refunds granted in relation to orders placed on the Yume Kaimono platform shall be processed exclusively in the form of Yume Kaimono Wallet Credits. Under no circumstances, except where explicitly mandated by a final order of a court of competent jurisdiction or as required by the applicable laws of the People's Republic of Bangladesh, will Yume Kaimono or its vendors issue a refund back to the original payment instrument, including but not limited to credit cards, debit cards, mobile financial service accounts such as bKash or Nagad, or via Cash on Delivery reimbursement.

The Yume Kaimono Wallet Credit system is a proprietary, closed-loop financial mechanism designed to provide a seamless, efficient, and secure method for customers to receive monetary adjustments resulting from eligible refund requests. When a refund is approved in accordance with the conditions set forth in this policy, the corresponding monetary value, which shall be the actual amount paid by the customer for the returned item inclusive of any applicable taxes and the Yume Kaimono Platform Fee, but exclusive of any shipping charges that may have been assessed at the time of checkout unless otherwise determined by the platform in its sole discretion, shall be credited to a digital wallet balance associated with the customer's unique Yume Kaimono account. This wallet balance is non-transferable, meaning it cannot be assigned, sold, conveyed, or otherwise transferred to any other user account on the platform or to any third party external to the Yume Kaimono ecosystem. The wallet balance does not hold any cash surrender value and may not be withdrawn, exchanged for physical currency, or redeemed for any consideration other than the purchase of goods and services offered for sale by vendors on the Yume Kaimono marketplace. The wallet balance shall not accrue interest, nor shall it be subject to any fees or dormancy charges for a period of twelve consecutive months from the date of the last credit or debit activity. In the event that a customer account remains entirely inactive for a continuous period exceeding twelve months, Yume Kaimono reserves the right, upon providing reasonable advance notice to the email address or mobile phone number associated with the account, to classify the account as dormant and to reclaim any remaining wallet balance, which shall then be treated as unclaimed property in accordance with the applicable escheatment or unclaimed property laws of Bangladesh. Customers may view their current wallet balance at any time by navigating to the designated "My Wallet" or "Payment Methods" section of their customer dashboard. During the checkout process for any subsequent order placed on the Yume Kaimono platform, the customer shall be presented with the option to apply all or a portion of their available wallet balance toward the total order value, including the cost of merchandise, the platform fee, and any applicable delivery charges. The application of wallet credits is subject to any minimum or maximum order thresholds that the platform may establish from time to time. In the event that a customer's wallet balance is insufficient to cover the entirety of a new order, the customer shall be required to remit the remaining balance using one of the other approved payment methods available on the platform. The Yume Kaimono Wallet Credit system ensures that all refunded funds remain within the marketplace ecosystem, thereby reducing transactional friction, minimizing financial processing costs, and encouraging sustained customer engagement with the platform and its vendor community.

The eligibility of a product for a refund and the subsequent issuance of wallet credits is contingent upon the satisfaction of specific, narrowly defined criteria that balance the legitimate rights of the consumer with the practical operational challenges inherent in a multi-vendor marketplace environment. A customer may submit a request for a refund within a period of seventy-two hours, which is three calendar days, commencing from the date and time at which the order status is updated to "Delivered" within the Yume Kaimono tracking system. Requests submitted after this stipulated window shall be deemed untimely and will be automatically rejected, absent extraordinary circumstances as determined by the platform's dispute resolution team on a case-by-case basis. To be eligible for a refund, the product in question must fall into one of the following categories of deficiency. First, the product delivered is materially and demonstrably different from the description, specifications, color, size, or variant displayed on the product listing page at the time of purchase. A mere subjective difference in opinion regarding the shade of a cosmetic product or the minor variance in texture that is consistent with natural manufacturing tolerances shall not constitute a valid basis for a refund claim. Second, the product arrives in a damaged or defective condition that renders it unfit for its intended use or purpose. For the avoidance of doubt, damage to the external shipping carton or courier packaging that does not affect the integrity or usability of the actual product contained within shall not constitute a valid basis for a refund. Third, the customer receives a product that is entirely different from the item that was ordered, such as receiving a bottle of hair oil instead of a lipstick, or receiving a product bearing a different brand name than the one listed. Fourth, a component or part of the product that was explicitly stated to be included in the listing, such as a complimentary applicator, a protective pouch, or a seal cap, is missing from the package upon opening. Fifth, the product received is demonstrably expired or is within thirty days of its marked expiration date at the time of delivery, except in cases where the product listing clearly and conspicuously disclosed the approaching expiration date as part of a clearance or discounted sale. It is a strict and non-negotiable condition precedent to the approval of any refund request that the customer provides clear and contemporaneous visual evidence supporting the claim. This evidence must include a clear photograph or video recording of the product in question, displaying the specific defect, damage, or discrepancy, alongside the original Yume Kaimono packaging slip or shipping label that clearly shows the order number and tracking identifier. The platform reserves the right to request additional documentation, including photographs of the product's manufacturing batch code, expiration date stamp, or the condition of the internal product seal. Failure to provide the requested evidentiary documentation within forty-eight hours of a request from the Yume Kaimono support team shall result in the automatic denial and closure of the refund request.

Certain categories of products offered for sale on the Yume Kaimono marketplace are, by their very nature and in consideration of public health and hygiene, categorically excluded from eligibility for any return or refund, regardless of whether the original packaging has been opened or the product appears to be unused. This exclusion is absolute and non-waivable. The non-refundable product categories include, but are not limited to, all items classified as skin care products, including moisturizers, serums, cleansers, and sunscreens, once the outer protective shrink wrap or the tamper-evident seal on the product container has been broken, removed, or compromised in any way. Similarly, all items classified as makeup and color cosmetics, including but not limited to foundations, concealers, lipsticks, lip glosses, mascaras, eyeliners, eyeshadows, and blushes, are strictly non-refundable once the product has been opened, swatched, tested, or had its applicator removed from its protective sleeve. Items categorized as artificial nails and nail care accessories, including press-on nails, nail glue, and nail art embellishments, are non-refundable once the outer packaging has been opened. Items classified as hair care products, including shampoos, conditioners, hair oils, and styling treatments, are non-refundable once the safety seal has been broken. Furthermore, any product that is labeled by the manufacturer or the vendor as a "final sale," "clearance," "non-returnable," or "as-is" item is explicitly excluded from the refund eligibility criteria set forth in this policy. This exclusion applies even if the product is otherwise defective, unless the defect constitutes a serious safety hazard that was not and could not have been reasonably disclosed prior to purchase. In the case of women's fashion accessories, including but not limited to jewelry, scarves, and hair ornaments, returns may be accepted only if the item is returned in its original, unopened packaging with all tags and protective coverings intact and in a condition that renders it immediately resalable as new merchandise. Any indication that a fashion accessory has been worn, used, or handled in a manner that diminishes its value, such as the presence of scratches, scuffs, odors of perfume or smoke, or the removal of hygiene liners, will render the item ineligible for refund. Customers are strongly encouraged to thoroughly review all product descriptions, ingredient lists, and sizing information provided on the listing page, and to direct any questions or concerns to the vendor or the Yume Kaimono customer support team prior to finalizing their purchase transaction. The act of placing an order constitutes the customer's unqualified representation that they have performed all necessary due diligence and accept the inherent risk associated with the purchase of hygiene-sensitive goods.

The procedural mechanism for initiating and processing a refund request is administered exclusively through the digital interface of the Yume Kaimono customer portal or mobile application. Customers must not contact the vendor directly to seek a refund, nor should they return any merchandise to the vendor's physical place of business without the express written authorization and a Return Merchandise Authorization number issued by the Yume Kaimono administrative team. The process shall commence by the customer logging into their Yume Kaimono account, navigating to the "Order History" section, and selecting the specific order that contains the item for which a refund is sought. Upon selecting the appropriate order, the customer shall click the option labeled "Request Refund" or "Report an Issue" and shall be prompted to complete a detailed electronic form. Within this form, the customer must clearly articulate the specific reason for the refund request, selecting the most appropriate category from a dropdown menu of eligible reasons and providing a detailed narrative description of the issue encountered. The customer is required to upload the mandatory photographic or video evidence at the time of submission, as the system will not permit the submission of a request without the attachment of valid media files. Once the request has been successfully submitted, it enters a triage queue for review by the Yume Kaimono dispute resolution team. The customer shall receive an automated electronic notification acknowledging the receipt of the refund request and providing a unique ticket number for future reference and tracking purposes. The platform shall endeavor to complete an initial review of the request and communicate a preliminary determination to the customer within a period of three business days from the date of submission. During this review period, the platform may, at its sole discretion, contact the relevant vendor to solicit their response, explanation, or evidence pertaining to the customer's claim. The vendor is obligated to respond to any inquiry from the platform regarding a customer dispute within a period of forty-eight hours, failing which the platform shall be entitled to resolve the dispute in favor of the customer based on the evidence available. The platform's decision regarding the approval or denial of a refund request shall be final and binding upon both the customer and the vendor, subject only to the customer's right to appeal the decision as outlined in a subsequent section of this policy.

The obligations, rights, and financial responsibilities of vendors in the context of the refund process are delineated clearly to ensure that the party best positioned to prevent or rectify the deficiency bears the associated cost. In any instance where a refund request is approved by Yume Kaimono and the underlying reason for the refund is attributable to an error, omission, or failure on the part of the vendor, the financial burden of the wallet credit issued to the customer shall be borne entirely by the vendor. Vendor-attributable errors include, but are not limited to, shipping a product that does not match the listing description or image, shipping a product of the incorrect size, color, or variant, shipping a product that was already expired or damaged while in the vendor's custody and control prior to handover to the courier, or failing to adequately secure the product within the packaging such that damage occurred due to insufficient padding or protection. When such a vendor-attributable refund is processed, the platform shall deduct the full value of the wallet credit issued to the customer, inclusive of the platform's commission share and any applicable taxes, from the vendor's next scheduled settlement payout. If the vendor's pending balance is insufficient to cover the deduction, the vendor shall be issued a debit notice and shall be required to remit the outstanding amount to Yume Kaimono within seven business days. Failure to satisfy a debit notice may result in the suspension of the vendor's selling privileges and the offsetting of the debt against any future sales revenue generated by the vendor on the platform. In situations where the refund is approved due to a courier handling issue, such as transit damage that occurred after the package was scanned and accepted by the courier partner, or if the package is lost in transit and never delivered, the platform shall pursue a claim with the respective logistics partner. In such cases, any wallet credit issued to the customer shall be funded by the recovery obtained from the courier's insurance or liability coverage. If the platform, in its sole discretion, determines that a refund is warranted as a gesture of goodwill or customer accommodation in a situation where neither the vendor nor the courier is demonstrably at fault, the platform may elect to fund the wallet credit from its own operational reserves, and the vendor shall not be held financially responsible for such a discretionary adjustment. This layered allocation of financial responsibility is designed to incentivize vendors to maintain meticulous inventory management and quality control practices, while also providing a safety net for customers who encounter genuine issues that are outside of anyone's reasonable control.

The successful resolution of a refund request that results in the issuance of wallet credits may, depending on the nature of the product and the specific circumstances of the case, impose an obligation upon the customer to return the original merchandise to the vendor or to a designated Yume Kaimono returns processing center. The platform shall explicitly state in the approval notification whether a return shipment is required. If a return is mandated, the customer shall receive instructions and, where applicable, a pre-paid shipping label or a pickup arrangement via the designated courier partner. The cost of return shipping for vendor-attributable errors shall be borne exclusively by the vendor or by the platform, as determined by the nature of the resolution. The customer shall not be required to pay any out-of-pocket expenses to effectuate a return that was caused by a vendor or courier error. The customer is obligated to ensure that the returned item is packaged securely, preferably using the original shipping materials, to prevent further damage during the return transit. The customer must surrender the package to the courier personnel or drop it off at the designated location within five calendar days of receiving the return shipping authorization. Failure to dispatch the return package within this timeframe may result in the reversal of the refund approval and the cancellation of the wallet credit. The risk of loss or damage to the returned merchandise during the return transit remains with the customer until the package is successfully scanned and accepted into the possession of the designated courier service. Upon receipt of the returned merchandise, the vendor or the platform shall inspect the item to verify that its condition matches the customer's stated claim. If the returned item is found to be in a condition that contradicts the customer's representation, for example, if a product claimed to be unopened arrives with a broken seal, the platform reserves the right to reverse the wallet credit transaction and deduct the corresponding amount from the customer's wallet balance. In cases where a return is not required, such as when a product arrives completely shattered and unusable or when the value of the item is below a de minimis threshold established by the platform, the customer shall be entitled to retain or dispose of the defective product at their discretion, and the wallet credit shall be issued without the need for physical return.

The platform maintains a formal appeal process for customers who disagree with an initial determination that denied their refund request. A customer who wishes to appeal a denial must submit a written appeal to the attention of the Yume Kaimono Grievance Officer within seven calendar days of receiving the notice of denial. The appeal submission must be made through the platform's official support email channel or through a designated appeal link provided in the denial notification. The appeal must contain a clear statement of the grounds upon which the customer believes the initial decision was erroneous, and it must include any additional evidence or information that was not available or not considered during the initial review. The Grievance Officer, or a designated representative acting with the authority of the platform, shall conduct a de novo review of the case file, which shall include an examination of the original order details, the customer's submitted evidence, the vendor's response, and any tracking data from the logistics partner. The Grievance Officer shall issue a final written decision on the appeal within ten business days of receipt of the complete appeal submission. The decision of the Grievance Officer shall constitute the final, binding, and non-appealable resolution of the dispute within the internal administrative framework of the Yume Kaimono platform. Nothing in this internal appeal process shall be construed to limit or waive any legal rights or remedies that a customer may have under the applicable consumer protection laws of the People's Republic of Bangladesh. However, the exhaustion of this internal appeal process is a contractual prerequisite before a customer may initiate any formal legal proceeding against Yume Kaimono or any of its vendors in connection with a refund-related dispute.

The platform strictly prohibits any fraudulent, abusive, or manipulative conduct related to the refund and wallet credit system. Such prohibited conduct includes, but is not limited to, the practice of "wardrobing," wherein a customer purchases an item with the intent to use it briefly and then return it for a refund under false pretenses. It also includes submitting falsified or digitally altered photographic evidence to support a refund claim, making repeated and frivolous refund requests across multiple orders or accounts, or engaging in any coordinated scheme with a vendor to defraud the platform by processing fake orders to generate illegitimate wallet credits. Yume Kaimono employs a combination of automated algorithms and manual review processes to detect patterns of abuse and fraud within the refund system. In the event that the platform determines, in its sole discretion, that a user has engaged in fraudulent or abusive conduct in relation to this Refund Policy, the platform reserves the right to take any and all remedial actions it deems necessary to protect the integrity of the marketplace. These actions may include, without limitation, the immediate and permanent termination of the user's account, the forfeiture and cancellation of any existing wallet balance associated with the account, the voiding of any pending orders, the reversal of any previously issued wallet credits, and the reporting of the fraudulent activity to the appropriate law enforcement authorities or financial institutions. Customers who are found to have filed a fraudulent chargeback or payment dispute with their credit card issuer or mobile financial service provider in connection with a transaction that was subject to a refund denial under this policy shall be permanently banned from the Yume Kaimono platform, and their personal information may be shared with fraud prevention databases maintained by industry associations.

The platform shall, at all times, endeavor to ensure that the administration of this Refund Policy and the operation of the wallet credit system are in strict compliance with the applicable laws and regulations of the People's Republic of Bangladesh, including but not limited to the provisions of the Consumer Rights Protection Act of 2009 and any subsequent amendments or successor legislation. The terms of this policy shall not be interpreted or applied in a manner that purports to limit or abrogate any non-waivable statutory right afforded to consumers under Bangladeshi law. In the event that any provision of this Refund Policy is found by a court or regulatory body of competent jurisdiction to be unlawful, void, or unenforceable, that provision shall be deemed severed from the remainder of this policy, and the remaining provisions shall continue in full force and effect as if such unenforceable provision had never been included. The platform shall provide its customers with a clear and accessible summary of their key rights under this policy in the Bengali language, in addition to the comprehensive English version, to ensure that all users, regardless of linguistic background, are adequately informed of the terms governing refunds and wallet credits. The platform reserves the right to modify or amend this Refund Policy at any time and for any reason. Any material changes to this policy shall be communicated to registered users via electronic mail or through a prominent notification posted on the platform at least fifteen calendar days prior to the effective date of the change. The continued use of the Yume Kaimono platform or the placement of an order following the effective date of any such modification shall constitute the user's irrevocable acceptance of the revised policy. This Refund Policy, together with the Yume Kaimono Terms and Conditions and the Yume Kaimono Privacy Policy, represents the complete and exclusive understanding between the user and the platform concerning the subject matter hereof and supersedes all prior or contemporaneous oral or written communications, representations, or agreements. The exclusive venue for any legal action arising out of or relating to this Refund Policy shall lie in the courts of competent jurisdiction located in Dhaka, Bangladesh, and this policy shall be governed by and construed in accordance with the substantive laws of Bangladesh, without regard to its conflict of laws principles.