Return & Refund Policy

Last Updated: February 26, 2026

At Sobkichu (sobkichu.site), customer satisfaction is our top priority. We are committed to providing a fair, transparent, and hassle-free return and refund experience in full compliance with Bangladesh’s Consumer Rights Protection Act 2009, Digital Commerce Operational Guidelines 2021, and other relevant e-commerce regulations. This policy applies to all purchases made on our platform and covers returns, refunds, exchanges, cancellations, and related processes.

By placing an order or using our services, you agree to this Return & Refund Policy, which is incorporated into our Terms of Use. We encourage you to read this policy carefully before purchasing. If you have questions, contact our support team immediately.

1. General Return Window and Eligibility

1.1 Standard Return Period: You may initiate a return request within **7 calendar days** from the date of delivery (or physical receipt of the product). The clock starts when the courier delivers the item to you or your designated recipient/address.

1.2 Extended Return for Defects: For manufacturing defects or issues discovered after initial inspection (e.g., hidden damage), you may request returns up to **7 days** with valid proof (photos, videos, or warranty documents). We assess these on a case-by-case basis.

1.3 Eligibility Criteria: Returns are eligible only if the product meets our conditions (detailed in Section 2). We reserve the right to reject returns that do not comply or appear misused.

2. Valid Reasons for Returns

We accept returns for the following reasons:

• Defective or Damaged Product: Product arrives faulty, broken, or damaged during transit (e.g., cracked screen, non-functional item, manufacturing defect).
• Wrong Item Delivered: Received item differs from what was ordered (wrong color, size, model, or variant).
• Does Not Match Description: Product does not conform to the specifications, features, images, or description on sobkichu.site.
• Incomplete Delivery: Missing accessories, parts, manuals, warranty card, or free gifts promised in the listing.
• Change of Mind: For eligible categories only – item must be unused, unopened (where applicable), in original resaleable condition, with all tags, packaging, and accessories intact. Not all categories qualify (see non-returnable list).

Non-Returnable / Non-Refundable Categories (Examples):

• Personal hygiene & intimate products: Undergarments, socks, lingerie, sanitary items, opened cosmetics/perfumes/skincare (seal broken or used).
• Perishable or consumable goods: Food items, supplements, flowers, fresh produce, or items with expiry dates.
• Customized/personalized products: Engraved items, made-to-order clothing, printed t-shirts, or bespoke products.
• Digital/virtual products: Software licenses, gift cards, vouchers, e-books, online courses (once accessed/delivered).
• Final Sale / No Return items: Products explicitly marked as “No Return” or “Final Sale” on the product page or during checkout.
• Items damaged by customer: Misuse, improper installation, liquid damage, physical abuse after delivery.
• Returned without original condition: Missing packaging, tags removed, used/worn excessively, washed/ironed clothing, or altered items.
• Health & safety items: Opened earphones/headsets, masks, or medical devices (hygiene reasons).

3. Return Conditions and Requirements

3.1 Product Condition: The item must be returned in its original, unused (or minimally inspected) condition, with:

• All original packaging, boxes, tags, labels, and protective materials intact.
• All included accessories, manuals, warranty cards, and free gifts.
• No signs of use (e.g., no scratches, odors, stains, or wear).

3.2 Proof Required: When submitting a return request, provide:

• Order number/invoice details.
• Clear photos/videos showing the issue (defect, damage, wrong item comparison).
• Unboxing video (strongly recommended for COD orders to prove condition upon receipt).

3.3 COD-Specific Rules: For Cash on Delivery orders, you must accept the delivery and inspect the product. Refusing delivery without prior approval or valid reason may lead to account restrictions or additional fees. Raise return after acceptance.

4. Step-by-Step Return & Refund Process

1. Submit Return Request: Within 7 days (or extended for defects), contact us via:
   • Live chat on sobkichu.site (fastest)
   • Email: support@sobkichu.site
   • WhatsApp: +880 1600-763929

   Include order ID, reason, photos/videos, and contact details.

2. Review & Approval: Our team reviews within 48-72 hours (often sooner). We may request additional proof. You will receive approval/rejection via email/SMS/chat.
3. Return Shipping:
   • Defect/wrong item: Free return pickup or drop-off arranged by us (via partner courier).
   • Change of mind: You may need to cover return shipping (reimbursed if approved after inspection).

   Follow provided instructions carefully (e.g., use original box, attach return label).

4. Inspection & Verification: We inspect the returned item within 3-5 business days of receipt. If it meets conditions, we approve refund/exchange.
5. Refund/Exchange Issuance:
   • Refunds processed within 7-10 business days after approval.
   • Exchange: New item shipped within 5-7 business days (subject to stock).

5. Refund Calculation, Methods, and Deductions

5.1 Full Refund: Product price + original shipping fee (if paid) for defects/wrong items.

5.2 Partial Refund (Change of Mind): Product price only – original shipping, COD handling fee, and any promotional discounts may not be refunded.

5.3 Possible Deductions:

• Return shipping cost (if applicable for change-of-mind).
• Restocking fee: Up to 10% for certain categories (e.g., electronics, if mentioned on product page).
• Used/opened items deduction: Based on condition assessment.
• Reversed promotions: Cashback/discounts applied to original order may be deducted.

5.4 Refund Methods:

• COD/Prepaid: To bKash, Nagad, Rocket, or bank account (preferred for speed).
• Binance/crypto: Equivalent refund in crypto or BDT as agreed.
• Timeline: 7-10 business days after inspection (bank/wallet processing may add 1-3 days).

6. Order Cancellation Policy

6.1 Pre-Shipment Cancellation: Request within 24 hours of order placement or before “Order Shipped” status. Full refund for prepaid; no charge for COD.

6.2 Post-Shipment: Treated as return – follow return process. Partial refund possible if item not yet delivered.

7. Exchange Policy

7.1 Available for size/color/fit issues (where stock exists) within 7 days.

7.2 Process: Same as return – request, approval, return old item, ship new one. Exchange shipping free for defects; otherwise, customer may pay difference if any.

8. Special Cases and Exceptions

• Festive/Peak Seasons (Eid, Puja, Black Friday): 7-day window remains, but processing/shipping may take 2-5 extra days due to high volume.
• Warranty Claims: For electronics/appliances, follow manufacturer warranty after our return window (we assist with claims).
• Partial Returns: Allowed for multi-item orders (refund for returned items only).
• Lost/Damaged in Transit: Report within 48 hours; we coordinate with courier for claim/refund/replacement.
• International Orders: Not applicable (domestic Bangladesh only).

9. Complaints and Escalation

9.1 Contact support@sobkichu.site first – we aim to acknowledge complaints within 24 hours and resolve within 72 hours (as per Digital Commerce Guidelines).

9.2 If unresolved, escalate to Directorate of National Consumer Rights Protection (Bangladesh) or relevant authorities under Consumer Rights Protection Act 2009.

9.3 We keep records of all complaints for transparency and improvement.

10. Policy Changes and Updates

We may revise this policy to reflect changes in operations, laws, or best practices. Updates posted here with new date. Significant changes notified via email or site notice. Continued use after updates means acceptance.

11. Contact for Returns & Refunds

Email: support@sobkichu.site
Live Chat: On sobkichu.site (recommended for quick response)
WhatsApp: +880 1600-763929
Order Tracking: Check status via your account dashboard.

Thank you for choosing Sobkichu. We are dedicated to fair policies and quick resolutions to ensure a positive shopping experience.