1. Our Freshness Guarantee
Freshness is guaranteed on every order. Everything moves through a cold chain from source to your door, and every item is checked before packing — but if something still arrives below standard, we'll make it right.
This policy covers fish, meat, shrimp, dry-fish, groceries, gift boxes, and every other item sold on GoGini BD.
2. Eligibility for Replacement or Refund
You are eligible for a free replacement or full refund if your order arrives with any of the following issues:
- The product is not fresh, or shows visible signs of spoilage.
- The item is damaged, crushed, or the packaging is broken in transit.
- You received the wrong item, wrong cut, or wrong quantity.
- The final weighed price is significantly higher than the checkout estimate without a reasonable explanation.
- The order is missing an item that was confirmed at checkout.
Claims must be reported within 2 hours of delivery, with a photo of the item — this short window keeps the process fast and fair for everyone, especially with perishable goods.
3. How to Report an Issue
Reporting a problem takes just a minute:
- Message us with a photo of the item within 2 hours of delivery — via WhatsApp, the Contact page, or by calling 09613-123456.
- Include your order number so we can pull up the details instantly.
- Let us know if you'd prefer a free replacement or a full refund.
- Our team reviews the claim and confirms the outcome the same day — most claims are resolved within a few hours.
4. Non-Returnable Items
Because of the perishable nature of our products, we are unable to accept returns once an order has been accepted and no issue is reported within the 2-hour window described above. This includes:
- Fresh fish, meat, shrimp, and dry-fish that has already been prepared, cut, or portioned to your specifications.
- Custom Gift Boxes and Magic Wish items sourced specifically for your order.
- Any item reported after the 2-hour freshness window has passed.
5. Order Cancellation
You can change or cancel an order any time before it leaves our packing station — message or call us with your order number and we'll update or cancel it, with a full refund for any prepaid amount.
Once an order is out for delivery, it can no longer be cancelled, but it remains covered by our Freshness Guarantee above.
6. Refund Methods & Timelines
- Refunds to bKash, Nagad, Rocket, or card are processed within 3–5 business days of approval, back to the original payment method.
- Cash on Delivery refunds are arranged directly with our delivery team — either as cash, or credited toward your next order, whichever you prefer.
- Loyalty points earned on a refunded order are deducted accordingly once the refund is confirmed.
7. Pool Order Refunds
If a pool order fails to reach its minimum quantity before closing, any amount you've prepaid is refunded in full automatically. If a pool closes successfully, your items are covered by the same Freshness Guarantee as any other order.
8. Bulk & Wholesale Orders
Bulk and wholesale orders are covered by this policy as well — restaurants, hotels, and event organizers should report any issue to their dedicated account manager within 2 hours of delivery for the fastest resolution.
9. Contact Us
Have a question about a return, refund, or an order that just arrived? Reach out any time:
- 📍 House 12, Road 4, Khulna, Bangladesh
- 📞 09613-123456
- ✉️ [email protected]