Return Policy

At Thirteen Farmers, we are committed to delivering quality products and ensuring a satisfactory shopping experience for our customers. If you receive a wrong, damaged, defective, or otherwise eligible product, you may request a return or replacement in accordance with this Return Policy.

1. Eligibility for Returns

A product may be eligible for return or replacement if:

• You received a product different from the one you ordered.
• The product was damaged during delivery.
• The product is defective or unusable upon delivery.
• The product is missing from your order or there is a significant issue with the delivered item.
• The product does not reasonably correspond to the product ordered.

All return requests are subject to verification by Thirteen Farmers.

2. Food and Grocery Products

As Thirteen Farmers sells food, grocery, and other consumable products, opened, used, partially consumed, or improperly stored food products may generally not be eligible for return due to food safety and hygiene considerations.

If a food product arrives damaged, spoiled, contaminated, incorrectly supplied, or otherwise unsuitable upon delivery, please contact us promptly with relevant evidence so that we can review the issue and determine an appropriate resolution.

3. Products That Are Not Eligible for Return

Returns may not be accepted for products that:

• Have been opened or consumed, except where the product is defective, damaged, spoiled, or incorrectly delivered.
• Have been damaged after delivery due to improper handling or storage.
• Have been altered, repackaged, or misused by the customer.
• Are returned without required packaging or identification where such information is necessary for verification.
• Are otherwise excluded from return due to applicable product-specific conditions.

4. Return Request Period

Customers should report any damaged, incorrect, defective, or otherwise eligible product as soon as reasonably possible after receiving the order.

For food and perishable products, customers are strongly encouraged to contact us immediately after delivery so that the issue can be assessed while the product is still in its delivered condition.

5. How to Request a Return

To request a return, please contact Thirteen Farmers through the contact information provided below.

Please provide:

• Order number
• Customer name
• Registered phone number
• Product name
• Description of the issue
• Clear photographs or videos of the product and packaging, where applicable
• Any other information reasonably required to verify the claim

We may request additional information or evidence before approving a return or replacement.

6. Return Approval

After receiving your request, Thirteen Farmers may review the order and the reported issue.

If the return is approved, we will provide instructions regarding the return, replacement, collection, or other applicable resolution.

Please do not send a product back without receiving return instructions from us.

7. Replacement

Where appropriate, we may offer a replacement for an eligible product, subject to product availability.

If the same product is unavailable, we may offer an alternative resolution, including a refund where applicable.

8. Return and Delivery Charges

If the return is approved because we delivered an incorrect, damaged, or defective product, Thirteen Farmers may arrange the applicable return or replacement process.

For returns that are not covered by this policy, any applicable delivery, return, or related charges may be the customer's responsibility.

9. Refunds

If a return is approved and a refund is applicable, the refund will be processed according to our Refund Policy and the original payment method, where possible.

For online payments, processing times may vary depending on the relevant payment gateway or financial institution.

For Cash on Delivery orders, additional information may be required to process an applicable refund.

10. Customer Responsibility

Customers are responsible for providing accurate delivery information and for properly storing and handling products after delivery according to the product's nature and any applicable instructions.

Thirteen Farmers may not accept a return or replacement request where damage or deterioration occurred due to improper handling or storage after delivery.

11. Policy Changes

Thirteen Farmers reserves the right to modify or update this Return Policy at any time.

Any updated policy will be published on our website and will become effective upon publication.

12. Contact Us

For return or replacement requests, please contact us:

Thirteen Farmers
Website: https://thirteenfarmers.com
Email: support@thirteenfarmers.com
Address: House 05, Road 21/B, Nikunja 2, Khilkhet, Dhaka