Return & Refund

At Tokyo Avenue, we are committed to providing authentic, high-quality products and ensuring a seamless shopping experience for every customer. If you receive a product that is damaged, defective, or different from the item you ordered, we will promptly review your claim and, where applicable, arrange for a replacement or issue a refund. Approved refunds will be processed within 7–10 business days through the original payment method or another approved method, where applicable. Customers will not incur any additional shipping charges for replacing products that are confirmed to be damaged, defective, or incorrectly delivered.

Return & Refund Policy

To maintain product integrity and ensure fairness to all customers, all return, replacement, and refund requests are subject to verification and the terms outlined in this policy.

A return, replacement, or refund may be approved if the product received is damaged during transit, contains a manufacturing defect, or if an incorrect item has been delivered. To initiate a claim, customers must contact Tokyo Avenue Customer Care within three (3) calendar days of receiving the order. The request must include the order number or proof of purchase, along with clear photographs and, where necessary, an unedited video clearly showing the product and the reported issue. Once the claim has been reviewed and verified by our Customer Care Team, Tokyo Avenue will determine the most appropriate resolution, which may include a replacement, refund, or another suitable remedy.

For reasons of hygiene, quality assurance, and product safety, returns, exchanges, or refunds cannot be accepted for products that have been opened, used, swatched, or otherwise altered after delivery. Similarly, liquid or semi-liquid products that have been opened, products with broken manufacturer seals (unless confirmed to be defective upon delivery), or items returned without their original packaging, labels, accessories, or proof of purchase may not be eligible for return. Requests based solely on personal preference, including dissatisfaction with a product's fragrance, taste, texture, colour, design, or appearance, or requests resulting from a change of mind after delivery, are also not eligible for return or refund.

If a customer accidentally orders the wrong product, Tokyo Avenue may, at its sole discretion, facilitate an exchange provided that the product remains unopened, unused, and in its original saleable condition. Such requests must be made within the applicable return period, and all return shipping and redelivery costs will be borne by the customer. Approval of these exchanges is subject to product type, inventory availability, and operational feasibility.

To be eligible for a return or replacement, the product must be returned in the same condition in which it was delivered and should be accompanied by the original invoice or proof of purchase, the original product packaging, and any accessories, promotional items, or complimentary gifts included with the order, where applicable.

Upon receiving the returned product, Tokyo Avenue will conduct a final inspection to verify the reported issue. If the claim is approved, a replacement or refund will be processed accordingly. If the inspection determines that the product does not meet the conditions outlined in this policy, the return request may be declined, and the product will be returned to the customer.

Return Shipping

Within Dhaka

For approved return requests, Tokyo Avenue will arrange collection of the product from the customer's delivery address at no additional cost, subject to service availability.

Outside Dhaka

Customers outside Dhaka are requested to send the product via a reputable courier service. If the return claim is approved following inspection, Tokyo Avenue will reimburse the reasonable courier charges incurred for returning the product.

If, upon inspection, the returned product is found not to have any manufacturing defect or delivery discrepancy, the claim will be declined. In such cases, the product will be returned to the customer, and all applicable returns and reshipping costs shall be borne by the customer.

Refund Processing

Once a returned product has been received and inspected, customers will be notified of the outcome of their claim.

Where a refund is approved, it will be processed within 7–10 business days through the original payment method or another mutually agreed payment method, subject to banking and payment provider processing times.

 

Contact Us

For assistance regarding returns, replacements, or refunds, please contact our Customer Care Team.

Customer Care Hotline: 01779991110

Our team will be pleased to assist you throughout the claims and return process.