Terms & Conditions DutyfreeBD Limited acts solely as a payment settlement agent between Customers and Merchants. However, DutyfreeBD does not warrant or guarantee the quality of any product, as the products are owned by the respective Merchants listed on the platform. DutyfreeBD disclaims any liability related to the quantity, specifications, or promotional offers of the products and holds no obligations regarding such matters. Customers are advised to read product guidelines and descriptions carefully. Customer acknowledges, undertakes, and confirms that any payment or charges for orders placed on DutyfreeBD that were not debited due to system errors based on the selected payment method (e.g., Orbit, Account, Credit Card, etc.) may be subsequently debited. The customer authorizes the bank/payment gateway to deduct the amount from any of their accounts or through the following sources: Customer’s Orbit rewards Credit Cards issued by the bank to the Customer Complaint Complaints arise due to disputes between the User and the Merchant. Before lodging a formal complaint, Users are encouraged to attempt resolution directly with the Merchant. A complaint, when raised within the prescribed timeline, may result in holding the payment from the Merchant, and funds may be reversed to the User account if justified. If a Merchant denies a return request and the User proceeds to raise a complaint, the DutyfreeBD Complaint Management Unit (CMU) will mediate to resolve the dispute. If resolved in favor of the User, a refund will be processed after the product is returned. If resolved in favor of the Merchant, no refund will be issued. User Protection Process This process applies when Users are dissatisfied with the Merchant's resolution. Complaints must be filed within 48 hours of product delivery. Any damage/loss reported after 48 hours will not be covered and remains the User’s responsibility. In cases where the Merchant cannot issue a refund/replacement, DutyfreeBD will work to find a fair resolution. Filing a dispute does not automatically entitle a User to compensation. The DutyfreeBD team and CMU will assess the claim's validity. All decisions under this process are final and binding. DutyfreeBD reserves the right to disclose user information to comply with applicable laws, regulations, or valid government/legal requests. This may include investigations related to illegal activity or responses to lawful court orders. Users expressly authorize DutyfreeBD to share information with law enforcement or government officials when necessary. To enhance content relevance, DutyfreeBD may use data related to user preferences, favorite brands, transactions, etc., based on the user's consent. This data may be used to personalize marketing through email, text, phone, or the DutyfreeBD call center, including special offers, events, and other promotional content. Step-by-Step (SBS) Installment Plan Customer’s Credit Card Limit will be blocked equal to the product's price. Only Equal Monthly Installments (EMI) will be charged based on the selected plan. Orders are subject to product availability with the Merchant. EMI is available only when payment is made via Bank Credit Card. Installments billed will be included in the cardholder’s minimum payment amount. Failing to meet the minimum payment will incur service charges/fees per bank terms. Canceling an SBS plan will require the cardholder to pay a pre-closure penalty: 5% of the remaining balance or Tk. 2,000, whichever is higher. The Bank reserves the right to accept or reject any SBS request. Disclaimer All products displayed on DutyfreeBD are owned by third-party Merchants (Sellers) and not by DutyfreeBD Limited. DutyfreeBD is an online platform providing access to a wide variety of merchants' products and payment-related services. For more details, please refer to the full DutyfreeBD Terms & Conditions.