Complaint Resolution

At Zinnia Bangladesh, we value our customers and aim to resolve order-related concerns fairly and promptly. You may contact us about a product, delivery, return, refund, or service issue using the details below.

What you can contact us about

• Damaged, defective, or incorrect products
• Missing items from your order
• Delivery delay or delivery-related issues
• Return, exchange, or refund requests
• Pricing, payment, or order confirmation issues
• Any concerns about our customer service

How to submit a complaint

Please contact us with the following information:

• Your full name
• Order number
• Phone number used for the order
• A clear description of the issue
• Photos or video, where relevant, for damaged, defective, or incorrect items

Email [email protected] or call 01705669795. Support hours: Saturday - Thursday, 10 AM to 08 PM. You may send an email at any time. Requests are reviewed during our stated support hours.

How we handle complaints

After receiving your complaint, we will:

1. Review your order details and the information provided.
2. Contact you if additional details are needed.
3. Confirm the appropriate solution, such as replacement, exchange, return, refund, or other support.
4. Notify you through phone, email, or SMS.

We will keep a record of customer complaints and aim to arrange a resolution and notify you within 96 hours of receiving a complete complaint.

Product issues

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible with clear photos or a video. For an approved issue caused by Zinnia or delivery handling, we will arrange an appropriate replacement, return, or refund according to our Returns & Exchanges Policy and Refund Policy.

Delivery issues

If your order is delayed, undelivered, or cannot be delivered to your address, please contact us with your order number. Delivery times may be affected by courier limitations, public holidays, weather conditions, or remote-area availability. Please review our Delivery & Shipping Policy for more information.

Returns, exchanges & refunds

Eligible returns and exchanges are subject to our Returns & Exchanges Policy. Approved refunds are processed according to our Refund Policy. Submitting a complaint does not automatically approve a return, exchange, or refund; each request is reviewed according to the applicable policy.

Your privacy & safety

Please do not share your account password, OTP, PIN, or any unnecessary financial information when submitting a complaint. We will use the information you provide only to review and resolve your issue, maintain necessary records, and comply with applicable requirements. Please review our Privacy & Cookie Policy for more information.

External complaint option

We hope to resolve your concern directly and fairly. However, customers may also seek remedies available under applicable laws of Bangladesh. For consumer complaints, you may contact the Directorate of National Consumer Rights Protection (DNCRP) through its consumer hotline: 16121.