Last Updated: September 2026
At PFU2, customer trust has been central to our business since 2015. We aim to provide authentic international products and maintain clear communication throughout the purchasing and delivery process. Because PFU2 provides both Ready Stock products and international Pre-Order/Sourced products purchased specifically for individual customers, different return and refund conditions apply. Nothing in this policy is intended to limit any mandatory rights available to consumers under applicable Bangladesh law. The Consumers' Right Protection Act 2009 prohibits various practices harmful to consumer rights, and Bangladesh also maintains specific Digital Commerce Operation Guidelines for online commerce.
1. Pre-Order / Internationally Sourced Products
A Pre-Order is an item purchased or arranged from an overseas retailer, supplier or source based on a customer's confirmed order. Once PFU2 has placed the order with the overseas seller, the order generally cannot be cancelled, changed, returned or refunded merely because the customer changes their mind. This is because PFU2 may already have committed funds to the overseas retailer and incurred payment-processing, currency-conversion, transportation or other costs. Customers are therefore responsible for checking the product, model, size, colour, quantity, specifications and product link carefully before confirming a Pre-Order.
2. Ready Stock Products
For eligible Ready Stock products purchased directly from PFU2's available Bangladesh inventory, a return or exchange request should normally be submitted within 3 days of delivery. The item must remain unused, unworn, unwashed and undamaged and, where applicable, include its original packaging, tags, accessories, manuals, seals and other supplied components. Products that have been used, altered or damaged after delivery may not qualify. This 3-day commercial policy does not override any mandatory remedy required by applicable Bangladesh law.
3. Wrong Product Received
If PFU2 delivers a product materially different from the confirmed order due to an error attributable to PFU2, the customer should notify PFU2 as soon as reasonably possible and provide photographs/video and order details. After verification, PFU2 may, as appropriate: replace the product, arrange the correct product, or provide an applicable refund. PFU2 will bear reasonable correction costs where the verified error was caused by PFU2.
4. Damaged Products
Customers should inspect packages promptly after receiving them. Where reasonably possible, customers are strongly encouraged to record an uninterrupted unboxing video showing the sealed package, shipping label and product being opened. Photographs should also be retained. If a product arrives materially damaged, the customer should contact PFU2 promptly with supporting evidence. PFU2 will review the circumstances, including available warehouse records, package condition, carrier information, photographs/video and supplier information. Where PFU2 determines that the damage occurred before delivery to the customer and falls within PFU2's responsibility, PFU2 may arrange a replacement, repurchase, repair where appropriate, or refund, depending on the circumstances.
5. Manufacturer Defects & Warranty
PFU2 sources products from third-party brands and retailers and is not the manufacturer of those products. Manufacturer defects, warranties and after-sales services may therefore be governed by the applicable manufacturer's or retailer's warranty terms. Where reasonably possible, PFU2 may assist customers in communicating with the retailer or manufacturer. However, PFU2 cannot independently provide or extend a manufacturer's international warranty unless expressly stated on the product page or invoice.
6. Size, Colour & Customer Selection
Returns/refunds generally will not be accepted for Pre-Order products where PFU2 delivered the item ordered but the customer subsequently decides that the:
- size does not fit;
- colour is not preferred;
- product is no longer wanted;
- customer selected the wrong model/version/specification; or
- customer expected something different despite the delivered product materially matching the confirmed order.
Customers should review overseas retailer size charts and product specifications before confirming an order. Minor differences in colour caused by screens, photography, lighting or manufacturing variations generally will not constitute a defect.
7. Overseas Seller Cancellation or Unavailability
Occasionally an overseas retailer may cancel an order, reject payment, identify an item as unavailable, fail to fulfil the order or issue a refund. Where PFU2 cannot reasonably obtain the confirmed product, PFU2 may offer the customer: a replacement/alternative product, store credit with customer agreement, or a refund of the applicable amount paid for the unavailable product. PFU2 will not require a customer to accept store credit instead of a refund where applicable law requires a monetary refund.
8. Delivery Delays
International orders may be affected by circumstances outside PFU2's reasonable control, including retailer processing, flight schedules, customs inspection or clearance, carrier delays, weather, public holidays, strikes, regulatory action or other logistical disruptions. Delivery dates shown by PFU2 should therefore be treated as estimated delivery periods unless PFU2 expressly guarantees otherwise. A reasonable delay alone does not automatically make a successfully purchased international order returnable or refundable. However, PFU2 will comply with any cancellation/refund rights that are mandatory under applicable Bangladesh digital-commerce or consumer law.
9. Products Generally Not Eligible for Change-of-Mind Return
Subject to applicable law, change-of-mind returns may be restricted for categories such as: personalized/customized items; hygiene-sensitive products; cosmetics or skincare once opened; underwear/intimate items; consumable products; products with broken hygiene/security seals; digital products; clearance/final-sale products; and international Pre-Orders specifically purchased for the customer. This restriction does not exclude remedies for products that are defective, counterfeit, materially misdescribed, wrong, or otherwise required to be remedied under applicable law.
10. Refund Processing
Once PFU2 approves a refund, PFU2 will initiate it through an appropriate payment method or other mutually agreed lawful method. Actual crediting time may depend on the customer's bank, card issuer, mobile financial service or payment gateway and may therefore occur after PFU2 has initiated the refund. Where the cancellation, return or refund results from a verified PFU2 error, PFU2 will not deduct charges that the customer is legally entitled to recover. Where a customer requests an otherwise permissible cancellation for reasons not attributable to PFU2, any lawful, disclosed and genuinely non-recoverable third-party charges may be handled in accordance with the applicable order terms and Bangladesh law.
11. Fraudulent or Abusive Claims
PFU2 reserves the right to investigate suspected fraudulent, manipulated or abusive return/refund claims. Providing false evidence, intentionally damaging products, substituting products, manipulating unboxing videos or repeatedly abusing return procedures may result in rejection of the claim where legally permissible and may lead to restriction of future transactions. PFU2 may retain relevant records where reasonably necessary for fraud prevention, dispute resolution or legal purposes.
12. How to Submit a Claim
Please provide:
- Order Number
- Customer Name
- Registered Mobile Number
- Description of the issue
- Clear photographs
- Unboxing video, where available
- Any other relevant evidence
Contact:
PFU2
Website: www.pfu2.com
WhatsApp: 01613-333011