FASHION ARC

Dispute Resolution Policy

Disputes may arise from time to time — whether related to orders, delivery, returns, refunds, product quality, brand behavior, or platform services. This policy provides clear steps for raising and resolving complaints, ensuring transparency and protecting the rights of shoppers, collaborating brands, and Fashion Arc. Step-by-Step Dispute Resolution Process

1. Contact Fashion Arc First Raise your concern directly with us as soon as possible — we aim to resolve most issues within 24–72 hours.

• Use in-app chat (fastest response)
• Email: hello@fashionarc.co
• Phone/WhatsApp: +8801736988266 Provide your order ID, screenshots/photos, and clear details of the issue (e.g., late delivery, wrong item, refund delay, defective product, etc.). We will investigate promptly and respond with a resolution or next steps.

2. Mediation and Internal Resolution We act as a neutral mediator between you (the shopper) and the collaborating brand (if applicable).

• For single-brand orders : We facilitate communication with the brand, but the brand handles final resolution per their policy.
• For multi-brand orders : Fashion Arc takes full responsibility and coordinates with all involved brands.
• Possible outcomes: replacement, refund, apology vouchers, partial compensation, or other fair solution. We prioritize customer satisfaction while being fair to brands.

3. Escalation to DNCRP (if unresolved) If we cannot resolve your complaint to your satisfaction, you may escalate the matter to the Directorate of National Consumer Rights Protection (DNCRP) — the official government body under the Consumer Rights Protection Act 2009 .

• File a complaint online (dncrp.gov.bd) or at their office.
• Provide your order details, communication with us, and evidence.
• DNCRP can investigate, mediate, or issue orders for refund, replacement, or compensation. Bangladesh-Specific Compliance
• We fully comply with the Consumer Rights Protection Act 2009 — ensuring timely resolution, no unfair practices, and right to redress for defective goods, delayed delivery, or non-delivery.
• We promote alternative dispute resolution (friendly negotiation and mediation) before formal escalation, as encouraged by law.
• Fashion Arc is registered with the DNCRP for consumer protection and dispute handling.

Important Notes

• Raise disputes within reasonable time (ideally within 14 days of delivery or issue arising).
• Provide honest and accurate information — false claims may lead to denied resolution or account restrictions.
• We reserve the right to suspend accounts or take legal action for abusive/frivolous complaints or fraud.