We want you to be completely satisfied with your purchase. If something is not right, our return and refund process is designed to be straightforward and fair.
Last updated: June 1, 2026
1Return Eligibility
We accept returns under the following conditions. All criteria must be met for a return to be approved:
Timeframe: Return requests must be submitted within 7 days of the delivery date. Returns initiated after this period will not be accepted.
Condition: Products must be unused, unopened, and in their original sealed packaging. The product label, batch number, and manufacturer seal must be intact.
Proof of Purchase: A valid order number or invoice is required for all return requests. Returns without proof of purchase cannot be processed.
Original Packaging: Items must be returned in the original packaging, including any accessories, manuals, or promotional items that were included with the order.
Note: Due to the nature of lubricant products, items that show signs of tampering, unsealing, or use cannot be accepted for return due to quality and safety regulations.
2Non-Returnable Items
The following items are not eligible for return or exchange under any circumstances (except in cases of manufacturing defect or wrong product delivery):
Opened or unsealed lubricant containers, oil bottles, or grease cartridges.
Products where the manufacturer seal has been broken or tampered with.
Products that have been partially or fully used.
Items purchased during clearance sales or marked as "final sale" or "non-returnable" at the time of purchase.
Custom or special-order products procured specifically for a B2B customer's request.
Products damaged due to improper storage, handling, or misuse by the customer after delivery.
3How to Initiate a Return
Follow these steps to initiate a return:
Step 1: Log in to your account and navigate to "My Orders" or "Order History" in your dashboard.
Step 2: Select the order and the specific item(s) you wish to return. Click "Request Return."
Step 3: Select a return reason and provide a brief description. Upload photographs of the product if it is damaged or defective.
Step 4: Submit the return request. You will receive a confirmation email with a return authorization number (RA number).
Step 5: Our team will review your request within 24 hours and, if approved, arrange a pickup or provide drop-off instructions.
Alternatively, you can contact our support team at support@lubeandgare.com or call +880 1XXX-XXXXXX to initiate a return over the phone.
4Inspection & Approval
Once we receive the returned product at our warehouse, it undergoes an inspection process:
Our quality team verifies that the product is in its original, sealed condition and matches the return request details.
The product batch number, manufacturing date, and seal integrity are checked against our records.
Inspection is typically completed within 1-2 business days of receiving the returned item.
You will be notified via email and SMS once the inspection is complete, along with the approval or rejection of your return.
If a return is rejected due to the product not meeting return criteria, the item will be shipped back to you at your expense, and we will provide a detailed explanation for the rejection.
5Refund Methods
Approved refunds are processed using the original payment method whenever possible:
Credit/Debit Card: Refunded to the original card used for payment. Processing time depends on your issuing bank.
bKash: Refunded directly to your bKash account number used during payment.
Nagad: Refunded to your Nagad account number used during payment.
Bank Transfer: For bank transfer payments, the refund is credited to the originating bank account. You may need to provide your bank account details for verification.
Cash on Delivery: For COD orders, refunds are issued via bKash, Nagad, or bank transfer. You will be asked to provide your preferred mobile wallet or bank account details.
Store Credit: As an alternative to a direct refund, you may opt to receive store credit, which can be used for future purchases on the Platform. Store credit does not expire.
6Refund Timeline
The refund processing timeline varies based on the payment method:
Refund Initiation: 3-5 business days after the return is inspected and approved.
Credit/Debit Card: An additional 7-10 business days for the refund to appear on your card statement, depending on your issuing bank.
bKash / Nagad: 1-2 business days after refund initiation.
Bank Transfer: 3-7 business days after refund initiation, depending on the receiving bank.
Store Credit: Applied to your account immediately upon approval.
Shipping charges are non-refundable unless the return is due to a defective product, wrong item, or an error on our part.
7Damaged or Wrong Products
If you receive a damaged, defective, or incorrect product, we will resolve the issue at no additional cost to you:
Report Immediately: Contact us within 48 hours of delivery with your order number and clear photographs showing the damage, defect, or incorrect item received.
Free Pickup: We will arrange a free pickup of the damaged or incorrect item from your delivery address.
Replacement or Refund: You may choose either a replacement product (subject to availability) or a full refund including any shipping charges paid.
Expedited Processing: Damaged and wrong product cases are given priority and are typically resolved within 3-5 business days.
Important: Do not discard the damaged product or its packaging until the return process is complete. We may require inspection of the original packaging and product to process the claim.
8B2B Return Terms
Returns for B2B and wholesale orders are subject to additional terms beyond the standard consumer return policy:
Return Window: B2B orders must be returned within 5 business days of delivery. The shorter window applies due to the nature of bulk commercial orders.
Restocking Fee: A restocking fee of up to 15% may apply to B2B returns, unless the return is due to a product defect or fulfillment error.
Full Pallet Returns: For pallet-level bulk orders, returns must be in full pallet quantities. Partial pallet returns are handled on a case-by-case basis.
Credit Note: B2B refunds are typically issued as credit notes against future orders rather than direct refunds, unless otherwise agreed in the wholesale contract.
Custom Orders: Products ordered to specific specifications or through special procurement are non-returnable.
9Exchanges
We offer exchanges for products of equal or greater value, subject to availability:
Exchanges follow the same eligibility criteria as returns — the product must be unused, unopened, and in original packaging.
If the replacement product costs more, you will be required to pay the difference. If it costs less, the difference will be refunded.
Exchange requests are subject to product availability. If the desired replacement is out of stock, you may opt for a full refund instead.
Only one exchange per order item is permitted.
10Contact Us
For return and refund inquiries, product issues, or any questions about this policy, please reach out to our support team: