Return & Refund Policy

1. Scope

This Return & Refund Policy applies to digital design assets, downloadable files, and related electronic goods sold through Rongtuli. This policy is intended to comply with standard consumer protection expectations for online digital commerce in Bangladesh and to provide clear procedures for refund requests, dispute resolution, and customer support.

2. Digital Goods Policy

Digital products are delivered electronically after successful payment confirmation. Because digital content is instantly downloadable and accessible, refunds are generally not available once a product has been fully delivered, accessed, or downloaded, except in cases where the product is defective, incorrect, inaccessible, or materially different from the description.

3. Refund Eligibility

Refunds may be considered if:

• The purchased file is not delivered, is inaccessible, or cannot be downloaded.
• The file is corrupted, incomplete, unusable, or materially differs from the listed description.
• A duplicate or incorrect order was placed due to an operational error.
• The buyer did not receive the promised digital access because of a platform or service failure.

4. Non-Refundable Cases

We generally do not issue refunds for buyer's remorse, change of mind, accidental purchase, partial personal dissatisfaction, or cases where the buyer has already downloaded and used the file, unless there is a valid defect, delivery failure, platform issue, or misrepresentation of the product. Custom or bespoke design work may be subject to separate terms and conditions agreed at the time of booking or purchase.

5. Request Procedure

To request a refund, the customer must contact Rongtuli within 7 calendar days of purchase and provide: order number, email address used during purchase, product name, reason for request, and any supporting evidence such as screenshots, download failure messages, or order details. We may request additional information to verify the issue before approving a refund.

6. Review Timeline

We will review valid refund requests within 5 to 10 business days. If the request is approved, the refund will be processed to the original payment method or as store credit where the payment provider or transaction structure requires it. Processing times may vary depending on the bank, card issuer, or payment gateway.

7. Chargebacks and Disputes

Before filing a chargeback or dispute with a bank, fintech platform, or card issuer, the customer must contact Rongtuli directly and allow us a reasonable opportunity to investigate and resolve the matter. Failure to do so may delay resolution and may affect our support response or future account access. We aim to resolve issues fairly and quickly, and we reserve the right to reject unsupported chargeback claims when valid service was provided.

8. Contact

For refund requests, order issues, delivery concerns, or complaint resolution, please contact us at mslhfr1999@gmail.com.