Return Policy

This Return Policy constitutes a legally binding agreement that governs the process, conditions, and requirements under which a customer of the Yume Kaimono multi-vendor e-commerce marketplace may seek to return a purchased product to the respective vendor and receive a corresponding credit to their Yume Kaimono Wallet balance. The term "platform" as used throughout this document refers collectively to the customer-facing website, the mobile applications available on Android and iOS operating systems, the vendor portal, and all related technological infrastructure owned and operated by the Yume Kaimono partnership, a business entity duly organized and existing under the laws of the People's Republic of Bangladesh. The terms "we," "us," and "our" refer to Yume Kaimono and its authorized representatives and agents. The terms "you" and "your" refer to the individual customer who has created an account on the Yume Kaimono platform and has placed an order for merchandise offered for sale by an independent third-party vendor. The terms "vendor" or "seller" refer to the independent business entity that has been verified and approved by Yume Kaimono to list and sell products on the marketplace. This Return Policy is an integral and inseparable component of the Yume Kaimono Terms and Conditions of Use, the Privacy Policy, and the Refund and Wallet Credit Policy, and all such documents shall be read together and construed harmoniously to give full effect to their respective provisions. By accessing the platform, creating a customer account, or placing an order for any product, you unconditionally acknowledge that you have read, understood, and voluntarily agreed to be bound by the terms and conditions set forth in this Return Policy. If you do not agree with any provision contained herein, you are expressly prohibited from utilizing the services of the Yume Kaimono marketplace and must immediately refrain from placing any orders or engaging in any transactional activity on the platform.

The overarching framework of this Return Policy is predicated upon the fundamental principle that Yume Kaimono operates exclusively as a technology intermediary and a virtual marketplace facilitator, and not as a seller, reseller, or merchant of record with respect to any products listed on the platform. Legal title to, and physical possession of, all merchandise offered for sale remains at all times with the independent third-party vendor until such time as the merchandise is successfully delivered to and accepted by the customer. Consequently, the primary responsibility for ensuring that the product delivered to the customer matches the description, specifications, and quality standards represented in the product listing rests solely and exclusively with the vendor. Yume Kaimono provides this Return Policy as a uniform and standardized mechanism to facilitate the resolution of disputes between customers and vendors, and to provide a structured process for customers to seek redress when the merchandise they receive fails to conform to the expectations reasonably established by the vendor's listing. The platform does not, by the mere act of administering this Return Policy, assume any liability for the quality, safety, or legality of the products sold by independent vendors. The decision to approve or deny a return request, and the determination of whether the customer has satisfied the mandatory evidentiary requirements set forth herein, shall be made by Yume Kaimono in its sole and absolute discretion, exercised reasonably and in good faith. The platform's determination in any return-related matter shall be final and binding upon both the customer and the vendor, subject only to such rights of appeal as may be expressly provided for in the Yume Kaimono Grievance Redressal Mechanism.

The availability of the return process is strictly limited to a narrow and specifically defined set of circumstances that warrant the reversal of a completed sale transaction. A customer may only initiate a return request if, upon receiving and inspecting the delivered package, the customer discovers that the product contained therein suffers from a material and demonstrable defect or deficiency that falls within one or more of the following enumerated categories. The first category is the receipt of a product that is physically damaged, broken, shattered, or otherwise rendered non-functional or unusable due to impact, compression, or other forces encountered during the shipping and handling process. For the avoidance of any doubt, minor cosmetic imperfections to the external product packaging, such as a slightly dented box corner or a small tear in the outer cellophane wrapping that does not compromise the integrity or usability of the actual product inside, shall not constitute a valid basis for a return request. The second category is the receipt of a product that is materially and significantly different from the product that the customer ordered based on the description, images, and specifications presented on the product listing page. This category includes, but is not limited to, receiving an item of a completely different brand, an item of a completely different product type, an item in the wrong size, an item in the wrong color or shade variant, or an item that is missing a major component or accessory that was explicitly stated in the listing description to be included. The third category is the receipt of a product that has passed its stated expiration date or "best before" date as of the date of delivery, unless the product listing contained a clear and conspicuous disclosure that the product was being sold on clearance due to an approaching or recently passed expiration date and the customer expressly acknowledged and accepted this condition prior to purchase. The fourth category is the receipt of an incomplete shipment where one or more items that were listed on the order confirmation and packing slip are entirely missing from the delivered package, provided that the customer has complied with the video evidence requirement described in detail below. The fifth and final category is the receipt of a product that has suffered from a severe leakage or spillage of its liquid contents, such that a significant portion of the product has escaped its primary container and has contaminated the interior of the shipping package or rendered the remaining product unusable. A minor amount of seepage around a cap or seal that does not result in a substantial loss of product volume shall not, standing alone, constitute a valid basis for a return.

It is a strict, non-negotiable, and indispensable condition precedent to the submission and consideration of any return request that the customer provides the platform with a specific form of video evidence that documents the entire process of the customer receiving the package from the courier delivery rider and subsequently opening and inspecting the contents of that package. This video evidence requirement is the cornerstone of the Yume Kaimono return verification process and is designed to protect the interests of all parties involved in the transaction, including the customer, the vendor, and the courier service provider, by establishing an objective and contemporaneous record of the condition of the package at the precise moment it transitioned from the custody of the logistics partner to the custody of the customer. The required video must be a single, continuous, and unedited video recording that commences prior to the customer physically accepting the package from the delivery rider. The video recording must clearly and legibly capture the following sequence of events in chronological order. First, the video must show the delivery rider approaching the customer or the customer approaching the rider, and it must clearly show the rider handing the package to the customer. The exterior of the package, including all sides, seams, and any visible shipping labels, tracking barcodes, or Yume Kaimono branded tape, must be clearly visible in the video frame for a sufficient duration to allow the platform's review team to assess the condition of the external packaging upon arrival. The video must show the customer accepting physical possession of the package from the rider. Second, without any cuts, pauses, or interruptions in the recording, the video must then show the customer proceeding to open the package. The opening process must be captured in a manner that clearly shows the method by which the package is opened, whether by cutting tape, tearing a perforated strip, or opening a sealed flap. The video must show the removal of any internal protective padding, bubble wrap, air pillows, or void-fill material. Third, the video must show the customer carefully removing each individual product item from the interior of the package and inspecting the condition of each item. The video must provide a clear and close-up view of each product, including its labeling, any visible damage, any leakage, or any other condition that forms the basis of the return request. The video must also show the packing slip or invoice that was included inside the package, and the order number and customer name on that document must be legible in the video. The entire video recording, from the moment of handover by the rider to the completion of the unboxing and inspection of all items, must be submitted in its original, unaltered, and unedited format. The platform will not accept video files that have been trimmed, edited, spliced, or modified in any way using video editing software. The acceptable file formats for submission are MP4, MOV, or AVI. The video file must be sent as an attachment to an email addressed to support@yumekaimono.com. The subject line of the email must contain the customer's order number in the following format: "Return Request - Order [Order Number]". The body of the email must contain a concise description of the specific reason for the return request and a reference to the attached video file. Any return request that is submitted without the required continuous video evidence, or that is submitted with a video that does not comply with the specifications set forth in this paragraph, shall be summarily rejected and denied without further consideration or appeal. The platform's determination regarding the sufficiency and compliance of the submitted video evidence shall be final and conclusive.

The temporal window within which a customer may submit a return request is strictly limited and shall be enforced without exception. A return request, including the submission of the compliant video evidence and the accompanying email to support@yumekaimono.com, must be initiated and submitted by the customer within a period of seven calendar days commencing from the date on which the order status within the Yume Kaimono tracking system is updated to reflect that the package has been successfully delivered to the customer's designated shipping address. For purposes of calculating this seven-day period, the day of delivery shall be counted as day zero, and the request must be received by the platform's email server no later than 11:59 PM Bangladesh Standard Time on the seventh calendar day following the date of delivery. Requests submitted after the expiration of this seven-day period shall be deemed untimely and shall be automatically and irrevocably rejected, regardless of the nature of the defect or the quality of any evidence that may be proffered. The customer bears the sole and exclusive responsibility for monitoring the delivery status of their order and for ensuring that any return request is submitted within the prescribed timeframe. The platform shall not be responsible for any delays in the customer's ability to inspect the package or to prepare and transmit the required video evidence. In the event that a customer is not physically present to receive the package at the time of the initial delivery attempt, and the package is instead delivered to a neighbor, a security guard, a reception desk, or held for a subsequent delivery attempt, the seven-day period shall nevertheless commence on the date that the courier's tracking system records the package as having been delivered to the address or an alternative location designated by the customer. It is the customer's responsibility to ensure that they, or a trusted representative authorized to act on their behalf, are available to receive the package and to perform the required video recording at the time of handover. The platform strongly recommends that customers plan their purchases and deliveries for times when they can be personally present to accept and document the receipt of their orders. Failure to comply with the seven-day deadline shall result in the complete and final forfeiture of any and all rights to seek a return or refund under this policy.

Certain categories of products that are offered for sale on the Yume Kaimono platform are, by virtue of their inherent nature, their intended use, and considerations of public health, hygiene, and safety, categorically and absolutely excluded from eligibility for return under any circumstances whatsoever. This exclusion applies irrespective of whether the customer has complied with the video evidence requirement or submitted the request within the seven-day deadline. The non-returnable product categories include, but are not limited to, all items classified as skin care products. This encompasses all moisturizers, serums, toners, cleansers, exfoliants, face masks, eye creams, and sun protection products, regardless of brand, formulation, or price. Once the outer protective shrink wrap, the tamper-evident seal, or the safety tab on the primary product container has been broken, removed, or compromised in any manner, the product is rendered absolutely non-returnable. This exclusion is necessitated by the fact that the platform and its vendors cannot verify the integrity, purity, or safety of any skincare product that has been opened and potentially exposed to contaminants or adulterants after leaving the control of the vendor. Similarly, all items classified as makeup and color cosmetics are strictly non-returnable. This category includes, without limitation, foundations, concealers, powders, blushes, bronzers, highlighters, eyeshadows, eyeliners, mascaras, lipsticks, lip glosses, lip liners, brow products, and makeup setting sprays. The hygiene-sensitive nature of these products, which are designed for application to the delicate areas of the face, eyes, and lips, makes it impossible to accept returns for any item that has been opened, swatched, tested, or had its applicator wand, doe-foot, or brush removed from its protective sleeve. Items classified as artificial nails, press-on nails, nail glue, nail art accessories, and nail care implements are non-returnable once the outer packaging seal has been broken. Items classified as hair care products, including shampoos, conditioners, hair masks, hair oils, hair sprays, and styling gels, are non-returnable once the safety seal or pump dispenser lock has been removed or activated. Women's fashion accessories, including jewelry, hair accessories, scarves, and belts, may only be returned if they are in their original, unopened, and sealed packaging, with all tags, protective films, and hygiene liners fully intact and undisturbed. Any fashion accessory that shows any sign of having been worn, tried on, handled extensively, or exposed to perfumes, lotions, or environmental odors shall be deemed non-returnable. Furthermore, any item that was purchased during a special promotional event, clearance sale, or that was explicitly marked as "Final Sale," "Non-Returnable," or "As-Is" on the product listing page at the time of purchase is absolutely excluded from the return process. The platform shall not entertain any return request for items falling within these excluded categories, and any such request shall be denied in its entirety.

In the event that a customer submits a return request that fully complies with all the requirements set forth in this Return Policy, including the timely submission of the compliant and continuous video evidence, and provided that the product in question is not excluded from return eligibility by virtue of falling into one of the non-returnable categories enumerated above, the platform shall initiate a review and adjudication process. Upon receipt of the email at support@yumekaimono.com containing the order number and the video attachment, the platform's customer support and dispute resolution team shall log the request into the internal case management system and assign it a unique return request tracking identifier. The team shall then undertake a thorough and detailed review of the submitted video evidence, the customer's stated reason for the return, the vendor's product listing information, and any other relevant data associated with the order. The platform may, at its discretion, contact the relevant vendor to solicit their response to the customer's claim and to provide the vendor with an opportunity to review the video evidence and offer their perspective on the matter. The vendor shall be required to provide their response to the platform within a period of two business days from the date of notification. The platform shall endeavor to complete its initial review and communicate a preliminary determination to the customer via email within a period of five business days from the date of receipt of a complete and compliant return request. The determination shall be one of the following: "Return Approved," "Return Denied," or "Additional Information Required." If the determination is "Additional Information Required," the email shall specify the nature of the additional information or clarification needed, and the customer shall have a period of three business days to provide the requested information. Failure to provide the requested information within that timeframe shall result in the automatic denial of the return request. If the determination is "Return Approved," the email shall provide the customer with detailed instructions regarding the next steps in the return process, which may include the scheduling of a return pickup by a designated courier service or the provision of a return shipping address to which the customer must dispatch the product at the platform's or vendor's expense, depending on the nature of the return.

Upon the approval of a return request, the customer shall be required to cooperate fully with the platform and the designated logistics partner to effectuate the physical return of the product to the vendor or to a returns processing facility designated by Yume Kaimono. The customer shall ensure that the product to be returned is packaged securely, preferably using the original shipping carton and all original internal protective materials that were included in the initial delivery. The customer must include the original packing slip or a printed copy of the return authorization confirmation email inside the return package. The customer must make the packaged product available for pickup by the designated courier at the agreed-upon time and location, or must drop off the package at the designated courier service point within the timeframe specified in the return approval instructions. The risk of loss or damage to the returned product during the return transit shall remain with the customer until such time as the package is successfully scanned and accepted into the custody of the designated courier service. The customer is strongly advised to retain the tracking number provided at the time of return shipment dispatch and to monitor the tracking status to ensure that the package is successfully delivered to its intended destination. Upon receipt of the returned product at the designated facility, the vendor or a representative of Yume Kaimono shall conduct a final inspection of the item to verify that its condition is consistent with the customer's stated claim and the evidence provided in the video recording. If the inspection confirms that the product is indeed damaged, defective, incorrect, or otherwise deficient in accordance with the approved return reason, the platform shall initiate the process of crediting the customer's Yume Kaimono Wallet in the amount corresponding to the value of the returned product. This credit shall be processed in accordance with the terms and conditions set forth in the Yume Kaimono Refund and Wallet Credit Policy, which is incorporated herein by reference. The wallet credit shall typically be posted to the customer's account within a period of five business days following the successful completion of the return inspection and verification. If, upon inspection, the returned product is found to be in a condition that materially contradicts the customer's claim, for example, if a product claimed to be damaged is found to be intact, or if a product claimed to be unopened is found with a broken seal, the platform reserves the right to reverse the approval of the return, deny the issuance of any wallet credit, and, at its discretion, return the product to the customer at the customer's sole expense.

Upon the completion of the inspection and verification process and the approval of the wallet credit to the customer, the returned merchandise shall be held at the designated Yume Kaimono office or returns processing warehouse facility for a period not exceeding fourteen calendar days. It shall be the sole and exclusive responsibility of the vendor whose product was the subject of the approved return to arrange for the physical collection of the returned item from the Yume Kaimono facility. The vendor shall bear all costs, expenses, and logistical arrangements associated with retrieving the returned merchandise from the Yume Kaimono office or warehouse. The platform shall provide the vendor with a written notification via electronic mail to the address associated with the vendor's account, informing the vendor that a returned item is available for collection and specifying the precise location address and the hours during which collection may be effected. The vendor must collect the returned item within the stipulated fourteen-day period. Failure by the vendor to collect the returned merchandise within this timeframe shall be deemed an express abandonment of all right, title, and interest in and to the returned product. In such an event of abandonment, Yume Kaimono reserves the right, at its sole discretion, to dispose of the unclaimed merchandise in any manner it deems appropriate, including but not limited to charitable donation, recycling, or destruction, and the vendor shall have no claim whatsoever against Yume Kaimono for the value of the abandoned goods or for any proceeds derived from their disposal. The vendor further acknowledges and agrees that the platform is under no obligation to store returned merchandise beyond the specified fourteen-day collection window, and that any storage beyond this period is at the sole risk and expense of the vendor, subject to prior written agreement and applicable storage fees.

The financial and operational responsibilities of the vendor in connection with approved return requests are defined to ensure accountability and to incentivize vendors to maintain rigorous standards of quality control and order fulfillment accuracy. In any instance where a return request is approved by the platform and the underlying reason for the return is determined to be attributable to an error, omission, or failure on the part of the vendor, the vendor shall bear the full financial burden associated with the return. Vendor-attributable circumstances include, but are not limited to, shipping a product that was already damaged or defective at the time it was packaged and handed over to the courier, shipping the incorrect item, shipping an item that does not match the listing description or images, or failing to properly package an item such that it was susceptible to damage during normal transit conditions. In such cases, the cost of the return shipping, if any, shall be borne by the vendor or charged to the vendor's account, and the full value of the wallet credit issued to the customer shall be deducted from the vendor's next scheduled settlement payout. The vendor's settlement statement shall clearly reflect the deduction associated with the approved return. If the vendor's pending balance is insufficient to cover the full amount of the deduction, the vendor shall be issued a debit notice and shall be required to remit the outstanding balance to Yume Kaimono within a specified period. Failure to satisfy a debit notice may result in the suspension of the vendor's selling privileges, the withholding of future settlements, and the potential termination of the vendor's account. In situations where the return is approved due to a failure or mishandling on the part of the courier service, such as damage that is clearly observed to have occurred during transit and that was not a result of inadequate packaging by the vendor, the platform shall pursue a claim against the courier's liability coverage. In such instances, the vendor shall not be held financially responsible for the return or the associated wallet credit. The platform may, in its sole discretion and as a measure of goodwill and customer accommodation, approve a return in circumstances where neither the vendor nor the courier is demonstrably at fault. In such discretionary cases, the financial impact of the wallet credit issued to the customer shall be absorbed by the platform's operational budget, and the vendor shall not be charged for the return.

The platform maintains a formal and structured grievance redressal and appeal mechanism for customers who believe that their return request was improperly denied or who disagree with the platform's final determination regarding their return. A customer who wishes to appeal a denial of a return request must submit a written appeal to the attention of the Yume Kaimono Grievance Officer. The appeal must be submitted via email to a designated grievance email address that shall be provided to the customer in the notice of denial. The appeal must be submitted within seven calendar days of the date on which the notice of denial was transmitted to the customer. The written appeal submission must contain a clear and concise statement of the specific grounds upon which the customer believes the denial was erroneous or contrary to the evidence. The customer may, at their discretion, include with their appeal any additional evidence or documentation that was not previously submitted or considered, provided that the customer explains why such evidence was not available at the time of the original request. The Grievance Officer, or a designated deputy acting with the full authority of the platform's management, shall conduct a thorough and impartial review of the entire case record, including the original video evidence, the customer's return request submission, the vendor's response, any courier tracking data, and the appeal statement. The Grievance Officer shall issue a final written decision on the appeal within a period of ten business days from the date of receipt of the complete appeal submission. The decision rendered by the Grievance Officer shall constitute the final, binding, and non-appealable resolution of the return dispute within the internal administrative framework of the Yume Kaimono platform. Exhaustion of this internal appeal procedure is a mandatory contractual prerequisite before a customer may initiate any external dispute resolution process or legal action against Yume Kaimono or any of its vendors in connection with a return-related matter. Nothing in this paragraph shall be interpreted to limit or restrict any rights or remedies that a customer may have under the applicable consumer protection laws of the People's Republic of Bangladesh, provided that all required internal procedures have been properly exhausted.

The platform maintains a zero-tolerance policy with respect to any fraudulent, abusive, or manipulative conduct related to the return process. Such prohibited conduct includes, but is not limited to, the submission of video evidence that has been fabricated, altered, staged, or otherwise manipulated to misrepresent the condition of a product or the circumstances of its delivery. It also includes the practice of returning products that have been used, worn, or consumed and then falsely claiming that they were received in a damaged or defective condition. Furthermore, it includes any attempt to circumvent the return policy by creating multiple user accounts to evade the detection of patterns of excessive or abusive return behavior, or any collusion with a vendor to create fictitious transactions for the purpose of generating fraudulent returns and wallet credits. Yume Kaimono employs a combination of advanced technological tools, including video analysis software and pattern recognition algorithms, and manual investigative procedures to identify and investigate potentially fraudulent return activity. In the event that the platform determines, in its sole and exclusive discretion, that a customer or a vendor has engaged in any fraudulent, abusive, or manipulative conduct in relation to this Return Policy, the platform reserves the right to take any and all appropriate remedial actions to safeguard the integrity and security of the marketplace ecosystem. These actions may include, without limitation, the immediate and permanent termination of the offending user's account and all associated accounts, the forfeiture and cancellation of any existing wallet balance, the voiding of all pending orders, the reversal of any previously issued wallet credits or refunds, the permanent banning of the user's National Identification number, device identifiers, and payment instruments from future use of the platform, and the referral of the matter to appropriate law enforcement or regulatory authorities for potential criminal prosecution or civil action. Customers and vendors are hereby placed on express notice that Yume Kaimono will pursue all available legal and equitable remedies against any individual or entity that seeks to defraud or abuse the platform's return process.

The platform shall, in all aspects of the administration and enforcement of this Return Policy, strive to ensure full compliance with the applicable consumer protection laws and regulations of the People's Republic of Bangladesh. The provisions of this Return Policy are intended to supplement and not to supplant any non-waivable statutory rights that a customer may possess under the prevailing legal framework of Bangladesh. In the event that any term or provision of this Return Policy is found by a court of competent jurisdiction or a duly authorized regulatory body to be invalid, unlawful, or unenforceable under applicable law, such term or provision shall be deemed severed from the remainder of this policy, and the invalidity of that specific provision shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect. The platform shall endeavor to provide a clear and accessible summary of the key rights and obligations set forth in this Return Policy in the Bengali language, in addition to this comprehensive English version, to ensure that all users of the platform are adequately informed of the procedures and requirements governing the return of merchandise. The platform reserves the right, at any time and from time to time, to modify, amend, supplement, or restate this Return Policy in whole or in part. Any such modifications shall become effective immediately upon the posting of the revised policy on the Yume Kaimono website and mobile applications, or upon the transmission of a notice of the modification to the email address associated with the customer's account. The customer's continued use of the platform or the placement of any new order following the effective date of any such modification shall constitute the customer's unconditional acceptance of the revised Return Policy. It is the sole responsibility of the customer to periodically review this document to remain apprised of any updates or changes. This Return Policy, together with the Yume Kaimono Terms and Conditions of Use, the Privacy Policy, and the Refund and Wallet Credit Policy, embodies the entire and exclusive agreement between the customer and Yume Kaimono concerning the subject matter contained herein and supersedes any and all prior or contemporaneous oral or written agreements, communications, or understandings. The governing law applicable to this Return Policy, and to any dispute arising out of or relating to its interpretation or enforcement, shall be the laws of the People's Republic of Bangladesh, without reference to its conflict of laws principles. The exclusive jurisdiction and venue for any legal action or proceeding arising out of or in connection with this Return Policy shall lie in the courts of competent jurisdiction located in Dhaka, Bangladesh, and the parties hereby irrevocably consent and submit to the personal jurisdiction of such courts for such purposes.