Payment and Delivery Policy

Payment & Delivery Policy

Memo No. 26.00.000.133.93.026.19.119 (Digital Commerce Management Guide – 2021) Healthway strictly complies with the E-Commerce Guidelines 2021 issued by the Ministry of Commerce, Government of the People’s Republic of Bangladesh.

1) Service Scope & Coverage

Service area: Deliveries are available across Bangladesh. International shipping is not offered at this time.
Operating days: Sunday–Thursday, and Saturday (excluding public holidays). Friday/holiday processing may be limited.
Cut-off time: Orders confirmed after the daily cut-off may be processed on the next working day.

2) Order Processing Workflow

Order placement → automated acknowledgement by email/SMS.
Verification (if required) → Healthway may contact you to verify identity, address, or payment.
Stock confirmation → if any item is back-ordered, we will notify you with options (wait, replace, split shipment, or refund).
Packing & dispatch → hand-off to courier; tracking shared where available.
Delivery attempts → courier will attempt delivery; undelivered parcels may be re-attempted or returned.

3) Delivery Policy & Timelines

A. Cash on Delivery (COD)

Estimated delivery time: 1–10 working days after order confirmation, depending on destination, item type, and courier capacity.
Advance charges: In certain cases, an advance delivery charge may be required.
Advance payment requirement: Based on product category/value, 25%–100% advance may be required before confirmation and shipment.
COD eligibility: Some categories (e.g., high-value devices, special-order items, bulk orders) may be ineligible for COD.

B. Prepaid Orders

Processing window: Within 48 hours after payment confirmation (subject to stock availability).
Dispatch notifications: You’ll receive dispatch and tracking details by SMS/email once shipped.

C. Delivery Windows by Zone (indicative)

Dhaka metro: Same-day/next-day for eligible items and addresses; otherwise 1–3 working days.
Other cities: 2–7 working days.
Remote/char areas: 3–10 working days, subject to courier access.

Delivery timelines are best-effort estimates and may vary due to weather, strikes, traffic, disasters, peak seasons, or courier constraints.

4) Shipping Fees, Weight & Packaging

Shipping charges: Displayed at checkout and may vary by weight, size, destination, delivery speed, and courier.
Weight/volumetric limits: Oversize/overweight items may incur additional freight; you’ll be notified before dispatch.
Packaging: All items are packed securely; fragile items receive additional protection. Please retain packaging for returns/claims.

5) Address, Delivery Attempts & Undeliverable Parcels

Address accuracy: Customers must provide complete, accurate delivery details and reachable contact numbers.
Address change: Allowed before dispatch only. After dispatch, rerouting depends on courier capability and may incur fees.
Failed delivery: If delivery fails after reasonable attempts (wrong address, unreachable phone, refusal, or COD not ready), the parcel may be returned. Re-delivery or reshipment fees may apply.

6) Inspection Upon Delivery & Proof of Delivery

Check on receipt: Inspect the parcel at delivery for visible damage, tampering, or mismatch.
Proof of Delivery (POD): Courier may require OTP/signature/ID. Signing/OTP entry confirms receipt in good condition unless damage is reported at handover.
Damage/shortage claims: For visible damage or shortage, note it with the courier immediately and contact Healthway within 48 hours with photos/unboxing video.

7) Loss, Damage & Risk

Risk transfer: Risk passes to the customer upon delivery at the provided address.
In-transit issues: If an order is lost or damaged in transit, we will coordinate with the courier to resolve. Remedies may include replacement, repair, or refund per category rules and availability.

8) Payment Methods

We support secure, government-approved methods:

Online payments via SSLCOMMERZ (gateway aggregation for cards, mobile wallets, and internet banking).
Mobile banking & wallets (subject to gateway coverage).
Bank deposit (Account Payee Cheque accepted).
Cash on Delivery (COD)

Currency: All prices are in Bangladeshi Taka (BDT).
Security: Online transactions are processed over encrypted channels. For fraud prevention, additional verification (KYC/OTP) may be required.
Failed/duplicate payments: Automatically reversed by the payment provider or manually reconciled; timelines depend on your bank/provider. Provide the transaction ID for support.

9) Pricing, Taxes & Invoices

VAT/Tax: Prices shown include applicable VAT where indicated; tax breakdown appears on invoices where required.
Price changes & errors: Prices may change without notice. Obvious pricing errors may result in order cancellation with full refund.
Invoice: A digital or printed invoice will be provided with each order. For business invoices, enter your details accurately at checkout.

10) Cashback Policy

If a product/offer carries cashback, the approved amount will be transferred to your preferred mobile banking account within 72 hours of approval, unless otherwise stated.
Exclusions: Cashback is not applicable on cancelled/returned items (unless explicitly stated) and may be voided on partial returns or if offer criteria are not met.
Non-transferable: Cashback cannot be encashed directly or combined across accounts unless terms specify.

11) Promotions, Campaigns & Quantity Limits

Limited stock: Campaign/promotional items are limited and available while stocks last.
Quantity limits: Healthway may limit quantities per order, account, payment method, or shipping address to prevent abuse or reselling.
Stacking: Coupons and promotions may not be combined unless stated.

12) Cancellations & Order Changes

Customer-initiated cancellation: Possible before dispatch from the “My Orders” page or by contacting support.
Healthway-initiated cancellation: We may cancel orders (e.g., payment issues, suspected fraud, address problems, stock errors). Prepaid amounts will be refunded per our Refund Policy.
Split shipments: We may ship available items first; undelivered items will follow or be refunded as agreed.

13) Returns, Replacements & Refunds

Governed by the Refund & Return Policy.
Timelines: Standard refunds are processed within 10–15 working days after approval (bank/provider timelines may vary).
Method: Refunds are issued to the original payment method or a designated mobile wallet/bank account per policy and regulatory guidance.

14) Fraud Prevention & Verification

Healthway may postpone/cancel orders pending verification in cases of high value, mismatched details, unusual patterns, or regulatory checks.
We may request ID, payment confirmation, or additional documents. Failure to provide may result in cancellation and refund.

15) Force Majeure

Healthway is not liable for delays or failures caused by events beyond reasonable control (e.g., natural disasters, strikes, lockdowns, network outages, civil unrest, regulatory actions).

16) Customer Responsibilities

Provide accurate contact/delivery details and be available to receive the parcel.
Preserve packaging and documents for warranty/returns.
Use products as per manufacturer instructions and local regulations.

17) Contact & Support

Email: admin@healthway.com.bd
Website: https://healthway.com.bd
For order-specific queries, include your order number and (if prepaid) the payment transaction ID.

18) Policy Changes

Healthway may modify this policy at any time without prior notice. Updates take effect upon publication on this page. Continued use of our services after changes constitutes acceptance.

Short Checkout Summary!

Delivery in 1–10 working days (zone & stock dependent).
COD available on eligible items; some orders may require 25%–100% advance.
Prepaid orders dispatch within 48 hours (stock permitting).
Shipping fees shown at checkout; tracking shared on dispatch.
Refunds per our Refund & Return Policy (10–15 working days after approval).