Refund Policy

Cancelling before we buy

While your order is still before the Purchased stage, nothing has been paid to a seller yet, and you can cancel it for a full refund at no charge. Message us from your account and we will process it.

After we have paid the seller

Once we have bought your item, the money is with a third-party seller in China who has no obligation to take it back and no practical way to accept a return from Bangladesh. From that point an order cannot be cancelled because you changed your mind. The situations below are still refundable.

When you do get a refund

Out of stock — the seller cannot supply the item after we have paid: the full amount you paid for that product.

Cancelled — we or the seller cancel the purchase: the full amount you paid for that product.

Lost in transit — the parcel does not survive the journey: the full amount you paid for that product.

Missing or shortage — fewer units arrive than you ordered: a refund proportional to the units missing, including their share of the shipping you paid.

Damaged or wrong item — reported within 3 days of delivery, with photographs and ideally an unboxing video: a refund, or a re-order at our cost. Which one, and how much, depends on what we can recover from the seller, and we will tell you where that lands before it is settled.

Each product is settled on its own. An order containing several products is never all-or-nothing — one item going out of stock does not hold up the rest.

When you do not

A change of mind after we have purchased the item.

A product that matches its listing but is not what you hoped for — a colour, size, material or finish you dislike, when it is what the seller described. Minor variation in colour or finish between a listing photo and the real item is the seller’s doing; we will raise it with them, but we cannot promise money back.

Delays caused by seller dispatch, consolidation, flights or vessels, customs inspection, weather or holidays.

Goods seized or destroyed by customs because they were restricted or prohibited from import.

A correctly delivered parcel you refuse to accept — the shipping and delivery already spent on it is not recoverable.

Damage caused after delivery by use, misuse or storage.

Warranty on the goods themselves

Your item was made and sold by a third party. Any manufacturer or seller warranty is between you and them, and we cannot service warranty claims in Bangladesh. Where a seller does offer one, we will help you reach them — but a fault that appears after delivery is generally not something we refund.

How the money comes back

Refunds are credited to your Genie Express BD wallet as soon as our team processes them, and appear in your wallet history with the reason attached. You can spend the balance on any future order immediately.

To take it out instead, request a withdrawal to a bank or mobile banking account from your wallet. Withdrawals are reviewed before payout and typically settle within 3 to 7 working days; the payout provider’s fee, where one applies, is shown before you confirm.

We credit the wallet rather than reversing your original bKash or bank transfer because those payments are largely one-way, and a manual reversal is slow and unreliable. The wallet is immediate, and the balance is yours either way.

How to raise a claim

Use Messages inside your account. A message sent there arrives attached to the order, so whoever answers can already see what you bought, what you paid and where it is — which is why it is faster than a phone call.

Include the order number, clear photographs of the problem, and the unboxing video if you have one. For a shortage or a damaged item, keep the packaging until the claim is settled.