Effective Date: January 20, 2026

ORCA is dedicated to providing high-quality products and dependable customer service. This Refund and Return Policy explains the circumstances under which customers may request a refund, replacement, or repair for products purchased through our official channels.

This policy applies to purchases made through the ORCA website, mobile application, and authorized online sales partners.

Policy Coverage

Customers may request a refund or replacement only under specific conditions outlined below. Each case is subject to verification and approval by ORCA .

Damaged or Defective Products

A product may be eligible for a refund or replacement if it is delivered in a damaged condition, contains a manufacturing defect, or does not function as described. Customers must notify ORCA within 24 to 72 hours of receiving the product. Supporting evidence, such as photos or videos, may be required.

Incorrect Product Delivered

If a customer receives the wrong model, incorrect specification, or incorrect quantity, the issue must be reported within 24 hours of delivery, along with order details and proof of the mismatch.

Non-Refundable Situations

Refunds or replacements will not be applicable in cases where damage occurs due to misuse, negligence, improper installation, or normal wear and tear. Products that have been tampered with or repaired by unauthorized service providers are not eligible. Items returned without original packaging, accessories, or warranty documentation may be declined. Refunds are also not applicable if a customer changes their mind after delivery, unless a specific promotion states otherwise.

 

How to Request a Refund or Replacement

Customers must contact customer support via the hotline, official email, or the website’s support ticket system. The request should include the order ID, product information, and clear visual evidence of the issue.

ORCA will review the claim and may arrange an inspection through the delivery team or authorized service personnel. Once the issue is verified, the company will determine whether the product qualifies for replacement, repair, or refund.

Refund Method and Timeline

Refunds for online payments will be processed back to the original payment method. For cash-on-delivery purchases, refunds will be made via bank transfer or an approved mobile financial service. Approved refunds are typically processed within 7 to 14 working days.

Replacement Policy

Replacement of a product depends on stock availability. If the same item is not available, customers may choose a refund or an alternative product. Replacement delivery timelines may vary based on location.

Installation and Warranty Related Cases

For products that require installation, such as air conditioners, televisions, or refrigerators, refund eligibility begins only after installation is completed by authorized personnel. Warranty-related issues will be handled in accordance with the manufacturer’s warranty terms and the policies of authorized service centers.

Delivery Charges and Service Fees

Delivery charges are not refundable once the product has been delivered. Installation or service fees are also non-refundable if the service has already been provided.

Promotional and Discounted Products

Products purchased under special promotions, clearance sales, or limited time offers may have different refund conditions. In such cases, the specific campaign terms will take precedence over this policy.

Policy Updates

ORCA reserves the right to modify or update this Refund and Return Policy at any time. Updated terms will be published on the official website and will become effective immediately upon publication.

Final Decision Authority

All refund and replacement decisions made by ORCA management are final, subject to applicable consumer protection laws in Bangladesh.