Marketplace Returns, Refunds & Exchanges

This policy is not final. Some details are still being confirmed and are marked below. Everything that is stated here applies now.

One document, not three. Returning something, getting your money back and swapping it for something else are three steps of one process, and describing them on three separate pages is how three pages come to contradict each other. This page covers all of it for Campus Commerce, the student marketplace inside Fresherz.

Fresherz holds no money, so Fresherz refunds nothing. Every sale is between you and an independent vendor, paid in cash at the handover. A refund is therefore cash back from the vendor. What Fresherz does is set the rules on this page, record the order, run the complaint process, and act against a shop that will not follow them — including suspending it. Read that sentence as it is written: we can compel a vendor's conduct on this platform, and we cannot reach into their pocket.

Checking before you accept

The handover is the moment this policy is cheapest to use. Open the packaging, look at the item, test it if it switches on, and count what is in the bag. If it is not what the listing described, do not accept it and do not pay. Nothing on the rest of this page is as easy as that, and no vendor may refuse you the time to look.

When you may return something

You may return an item and get your money back in full if any of the following is true. The clock runs from the moment both of you confirmed the handover.

• It is not what was described. Wrong model, wrong size, wrong colour, missing parts, a condition materially worse than the listing said.

• It was already broken. A fault present at the handover, whether or not either of you noticed it then.

• It is counterfeit, or the vendor had no right to sell it.

• It never arrived, or the vendor stopped answering after taking payment.

If an item is exactly as described but you no longer want it, you may return it within 7 days of the handover, provided it is unused, undamaged and complete, with any tags and packaging it came with. The exclusions below still apply.

What cannot be returned

• Anything made, printed or altered specifically for you.

• Anything sold as faulty, incomplete or for parts, where the listing said so plainly and you paid a price reflecting it.

• Food and anything perishable, once it has left the handover.

• Personal items where a return would be unhygienic — underwear, earphones that go inside the ear, cosmetics whose seal is broken.

• Anything you have damaged yourself after accepting it.

None of these exclusions applies when the item was misdescribed or already broken. A vendor cannot put an item beyond return simply by calling it custom.

How to ask

• Open the order and message the vendor. Say what is wrong and when you noticed. Send a photograph if there is anything to photograph.

• If the vendor agrees, arrange a meeting to hand the item back and take your money. Both of you record the outcome on the order.

• If the vendor refuses, does not answer, or agrees and then does not turn up, open a complaint on the order. Do not let it go quiet.

Who pays to bring it back

Where the item was misdescribed, faulty, counterfeit or never delivered, the vendor bears the cost of getting it back to them — in practice that means they come to you, or they pay whatever it costs you to reach them.

On a change-of-mind return you bring the item back to the vendor, or pay whatever it costs to get it to them. The vendor refunds the full price of the item, with no handling deduction. A delivery charge already paid is not refunded on a change-of-mind return.

Exchanges

An exchange is a return and a fresh purchase, done in one meeting. You may ask for one wherever you could ask for a refund, and a vendor may offer one instead of cash — but they cannot force it on you. If you would rather have your money than another item, that is your decision to make and the vendor must respect it.

An exchange depends on the vendor having the item you want. It may be for an item of any price: if the new item costs more you pay the difference at the exchange, and if it costs less the vendor pays you the difference in cash at the same meeting. Both of you record the exchange on the order.

Complaints, and the clock the vendor is on

A complaint is not a message. Opening one on the order starts a formal process with a deadline attached: the vendor has 72 hours to answer. If they do not, the complaint escalates to our staff automatically — you do not have to chase it, and nothing depends on somebody at Fresherz noticing.

You may open a complaint for 7 days after the handover was confirmed. That is shorter than the review window on purpose: a dispute is a claim the vendor has to be able to answer, with the item still in the state it was in and both of you able to remember the meeting.

Our staff read the messages, the order and whatever either side has sent, and record a decision. We record a resolution; we do not enforce one, because the platform holds no money and can therefore compel no payment. What we can do — and do — is suspend a shop that will not put right what it got wrong, and that is the sanction a vendor actually cares about.

The person accountable for marketplace complaints at Fresherz is Coming soon. This detail is still being finalised and will be published here as soon as it is settled. If it affects a purchase you are about to make, please contact us at support@fresherzjob.com first.

Reviews

You may write one review of an order for 30 days after the handover, and only if you actually bought the thing. A review is never deleted. A moderator may hide one that breaks our rules — abuse, somebody's private details, a claim about a different transaction — and the record of it stays either way. A vendor may reply once, in public.

A review is not a substitute for a complaint. If you want the problem fixed, open a complaint; a one-star review starts no clock and obliges nobody.

Digital files

A file cannot be handed back, so there are no change-of-mind refunds on a file. If the file is broken or is not what the product page described, open a complaint on the order and choose the reason. If staff agree, they end your access to the file and the seller refunds you within 7 days.

If you bought without an account, create one with the email address you gave on the order, confirm it, and claim the order; then you can complain from the order page.

If you are still not satisfied

Write to support@fresherzjob.com and we will look at the decision again. You may also complain to the Directorate of National Consumer Rights Protection (DNCRP), which handles consumer complaints about goods and services sold in Bangladesh under the Consumer Rights Protection Act, 2009. Nothing on this page takes away a right that Act gives you, and no vendor may ask you to waive one as a condition of sale.