Return & Refund Policy – Lugistia
Last Updated: 2026
At Lugistia (www.lugistia.net), we aim to ensure customer satisfaction across our catering, marketplace, and delivery services. Due to the nature of food, grocery, and marketplace products, the following return and refund conditions apply.
1. Scope of Policy
This policy applies to orders placed through:
- Lugistia website
- Lugistia customer mobile application
It covers:
- Food items
- Grocery items
- Marketplace products
- Catering services
2. Food & Catering Items
Due to hygiene and safety regulations, food and catering items are generally non-returnable.
Returns or refunds are accepted only if:
- Incorrect item delivered
- Damaged or spoiled food
- Missing items in order
- Order not delivered
Customers must report issues within 24 hours of delivery.
3. Grocery & Non-Food Marketplace Items
Returns are accepted if:
- Item is damaged or defective
- Wrong item delivered
- Product not as described
Return request must be submitted within 7 days of delivery.
Returned items must be:
- Unused
- Unopened
- In original packaging
- With proof of purchase
4. Seller Responsibility
For marketplace products supplied by third-party sellers:
- Sellers are responsible for product quality and accuracy
- Lugistia facilitates return coordination
- Refund approval may require seller verification
5. Non-Returnable Items
The following are not eligible for return or refund:
- Opened or consumed food items
- Used grocery or household items
- Perishable goods after delivery
- Correctly delivered orders
- Items purchased outside Lugistia platform
6. Order Cancellation
Orders may be cancelled:
- Before seller acceptance
- Before dispatch
Eligible cancellation = full refund
Orders cannot be cancelled after:
- Dispatch
- Rider assignment
- Delivery completion
Except in cases of:
- Product defect
- Delivery error
- Non-delivery
7. Refund Processing
If a refund is approved:
- Online payment → refunded to original payment method
- Mobile wallet payment → refunded to same wallet
- Cash on Delivery → refunded via bank transfer or mobile financial service
Refund Time: 7–10 working days after approval
8. Delivery Failure
If Lugistia cannot deliver due to:
- Seller stock issue
- Logistics failure
- Service unavailability
Customer will receive:
- Full refund OR
- Replacement OR
- Rescheduled delivery
9. How to Request Return or Refund
To request return or refund:
📧 Email: support@lugistia.net
🌐 Website: https://www.lugistia.net
Provide:
- Order number
- Product name
- Issue description
- Photo evidence (if damaged/incorrect)
10. Compliance Statement
Lugistia ensures:
- Clear product availability status
- Seller accountability
- Delivery service responsibility
- Secure payment handling
- Customer protection under Bangladesh e-commerce practices
11. Contact Information
Lugistia
Catering & Online Marketplace & Delivery Platform
Trade License: 2024-00093
Ward No: 002, Uttar Potuapara
Holding No: 0245-00, Bangladesh
✅ Payment Gateway Compliance — Covered
This policy now includes:
✔ Food vs non-food return rules
✔ Marketplace seller clause
✔ Refund timeline
✔ Cancellation stage rules
✔ Contact & trade license
✔ Delivery responsibility
✔ Bangladesh context