Return & Refund Policy

Welcome to Surokkha BD!

At Surokkha BD, customer satisfaction, transparency, and trust are our priorities. We are committed to providing quality products and a reliable online shopping experience.

To ensure a smooth and transparent shopping process, we encourage all customers to carefully review our Return & Refund Policy before placing an order.

1. Cash on Delivery (COD) Policy

Surokkha BD offers Cash on Delivery (COD) as the primary payment method for our products across Bangladesh.

Customers can place their orders online and make payments upon receiving their products.

However, in certain circumstances, an advance payment may be required, subject to specific terms and conditions.

Advance payments may apply depending on:

• Product type or special order requirements.
• Delivery location or courier service conditions.
• Customized or specially sourced products.
• Other order-specific circumstances communicated by our team.

Any advance payment requirement will be clearly communicated to the customer before order confirmation.

2. Product Inspection at the Time of Delivery

To protect both our customers and our business, customers are required to inspect their products in the presence of the delivery representative (rider).

Before accepting an order, customers should:

• Verify that the delivered product matches their order.
• Check the product for visible damage or defects.
• Confirm the correct product quantity, model, size, or variation.
• Inspect the packaging and product condition.
• Report any missing, incorrect, or damaged items immediately.

Product inspection must be conducted in accordance with the courier company's applicable inspection guidelines.

Important: Customers are strongly advised not to accept a visibly damaged, incorrect, or incomplete order without immediately informing our customer support team.

3. Return Policy

At Surokkha BD, returns are handled according to our delivery inspection policy and applicable consumer protection laws.

If a customer receives an incorrect, damaged, defective, or incomplete product, the issue should be reported immediately while the delivery representative is present.

Our customer support team will review the issue and provide appropriate assistance.

Once the delivery representative has left and the order has been accepted, products are generally not eligible for return or exchange under our standard return policy.

However, this restriction does not affect any rights customers may have under applicable consumer protection laws, including rights relating to defective, misrepresented, or non-conforming products.

4. Conditions for Returns or Exchanges

Return or exchange requests made at the time of delivery may be considered under the following circumstances:

• The delivered product is different from the product ordered.
• The product is visibly damaged upon delivery.
• An item is missing from the package.
• The wrong size, color, model, or variation has been delivered.
• The product has a manufacturing defect identified during the permitted inspection.

Customers should immediately contact our support team and provide relevant photographs, order details, or other supporting information where necessary.

All requests are subject to verification and applicable legal requirements.

5. Non-Returnable Products

Under our standard policy, the following products are generally not eligible for return or exchange:

• Products returned solely due to a change of mind after acceptance.
• Products damaged due to misuse, mishandling, or improper storage.
• Products showing signs of unauthorized modification or repair.
• Products returned without their original accessories or components where these are reasonably required for assessment.
• Used personal care, hygiene, or other products that cannot be resold for health or safety reasons.

These exclusions do not override applicable legal rights or valid manufacturer warranty obligations.

6. Refund Policy

If a return or refund request is approved following verification, Surokkha BD will arrange the appropriate resolution.

Depending on the circumstances, this may include:

• Replacement of the affected product.
• Exchange for the correct product.
• Refund of an eligible advance payment.
• Refund of an approved purchase payment.

Refunds will normally be processed through an agreed payment method, subject to verification and applicable payment service requirements.

Refund processing times may vary depending on the payment provider and the nature of the request.

For Cash on Delivery orders, customers are advised to report any product-related concerns before completing payment and accepting the delivery whenever possible.

7. Advance Payment & Order Cancellation

Certain orders may require partial or full advance payment based on the product category, delivery requirements, or special order conditions.

The applicable advance payment amount and cancellation terms will be communicated before order confirmation.

If an order involving advance payment is canceled, any eligible refund will be determined according to the agreed order conditions and applicable law.

If Surokkha BD is unable to fulfill a confirmed prepaid order, the customer will be offered an appropriate refund or another mutually agreed resolution.

8. Official Manufacturer Warranty & Guarantee

Some products available at Surokkha BD may include an official warranty or guarantee provided by the manufacturer, brand, or authorized distributor.

Where applicable, the product will be supplied with the relevant warranty information or documentation provided by the official manufacturer or distributor.

Please note:

• Warranty availability depends on the specific product and brand.
• Warranty duration and coverage are determined by the manufacturer or authorized distributor.
• Warranty claims must comply with the manufacturer's official terms and conditions.
• Customers may need to provide proof of purchase, a warranty card, or other relevant documentation.
• Damage caused by misuse, accidents, unauthorized repairs, or improper handling may not be covered under the manufacturer's warranty.

Surokkha BD does not provide an independent warranty unless explicitly stated on the product page or confirmed in writing.

Where applicable, we will assist customers by providing available warranty information and relevant documentation.

9. Order Discrepancies & Customer Complaints

We encourage customers to contact our support team immediately if they experience any issue with their order.

When submitting a complaint, please provide:

• Order number or relevant purchase details.
• Customer name and registered contact number.
• A clear description of the issue.
• Photographs or videos of the product, where applicable.

Our team will review the information and assist with an appropriate resolution in accordance with our policies and applicable law.

10. Customer Responsibilities

To ensure a smooth shopping and delivery experience, customers are requested to:

• Review product descriptions and specifications before ordering.
• Provide accurate delivery and contact information.
• Remain available to receive the order.
• Inspect products in the presence of the delivery representative.
• Report delivery-related issues immediately.
• Preserve relevant invoices and warranty documents.

Following these guidelines helps us provide a more efficient and transparent service.

11. Policy Updates

Surokkha BD reserves the right to update or revise this Return & Refund Policy when necessary to reflect changes in our business operations, delivery procedures, or applicable legal requirements.

The latest version of this policy will be available on our official website.

Any changes will be applied consistently with applicable consumer rights and legal obligations.

12. Contact Our Customer Support

If you have questions regarding returns, refunds, product inspections, or manufacturer warranties, please contact our customer support team.

Surokkha BD — Customer Support

Phone: 09647-081704

Email: [email protected]

Support Hours: 9:00 AM – 10:00 PM

Our support team is here to assist you with your shopping-related concerns.

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Thank You for Shopping with Surokkha BD!

We appreciate your trust and are dedicated to offering quality products, transparent policies, and dependable customer service.

Surokkha BD — Trusted Online Shopping Experience.