Refund & Return Policy
Understand how RapidPost handles parcel returns, refunds, and compensation claims.
Last updated: June 15, 2025
1. Parcel Returns
Parcels may be returned to the merchant under the following circumstances:
- Customer refuses to accept delivery after 2 delivery attempts.
- Customer is unreachable by phone after 3 attempts within 24 hours.
- Incorrect or incomplete delivery address provided.
- Customer requests cancellation before delivery.
- Parcel is flagged as containing prohibited items during inspection.
2. Return Delivery Charges
Return shipping is charged at a flat rate based on the zone:
| Zone | Return Charge |
|---|---|
| Same City (Dhaka) | ৳30 |
| Suburban (Gazipur, Narayanganj) | ৳40 |
| Outside Dhaka | ৳60 |
Return charges are deducted from the merchant's account balance or next COD settlement.
3. Delivery Charge Refunds
Delivery charges are refundable in these cases:
- Parcel not picked up: Full refund if the rider fails to pick up the parcel within the scheduled window and the order is cancelled by the merchant.
- System error: Full refund for duplicate charges or billing errors.
- Service failure: Full or partial refund atRapidPost's discretion if delivery is significantly delayed beyond the promised timeframe (72+ hours for same-city, 120+ hours for outside Dhaka).
Delivery charges are non-refundable once the parcel has been delivered successfully or returned to the merchant.
4. Lost & Damaged Parcels
RapidPost takes responsibility for parcels in transit:
- Lost parcels: Compensation up to ৳5,000 per parcel (or the declared value, whichever is lower). Claims must be filed within 72 hours.
- Damaged parcels: Compensation based on the extent of damage, up to ৳5,000. Photo evidence is required.
- Additional insurance: Merchants can purchase parcel insurance at 1.5% of declared value for coverage up to ৳50,000.
5. COD Settlement Disputes
If you believe a COD settlement is incorrect, you can raise a dispute through the merchant dashboard or contact support within 7 days of settlement. RapidPost will investigate and resolve the dispute within 5 business days. Verified discrepancies will be credited to your account in the next settlement cycle.
6. How to File a Claim
Log into your Merchant Dashboard
Navigate to Support → New Ticket
Select the relevant category
Choose “Refund”, “Lost Parcel”, or “Damaged Parcel”
Provide parcel details & evidence
Include tracking code, description, and photos if applicable
Track resolution
Our team will respond within 24 hours. Refunds are processed within 5 business days.
7. Contact
For refund-related queries, reach us at support@rapidpost.com or call our merchant hotline at 09612-000000 (9 AM – 9 PM, Saturday – Thursday).