Refund policy

Return & Refund Policy

Thank you for shopping with us. We are committed to ensuring your satisfaction with every purchase. If you are not entirely satisfied with your purchase, we are here to help under the following terms and conditions:

1. Return & Exchange Policy

Customers can return or exchange a product under the following circumstances:

• Incorrect Product Delivered: If the received product does not match your original order.

• Damaged or Defective Product: If the product is found broken, torn, or damaged upon delivery.

• Size or Color Mismatch: For apparel or footwear, if the size does not fit (subject to stock availability).

• Expired Product: If the delivered product has passed its expiration date.

Key Requirements for Returns:

• The product must be unused, unwashed, and in its original condition.

• The product must include the original packaging, price tags, labels, and the invoice/cash memo.

• You must notify our Customer Service or Facebook Inbox within 24 to 48 hours of receiving the delivery.

2. Refund Policy

If we are unable to replace the returned item (e.g., due to stock unavailability) or if you prefer a refund, the process will be as follows:

• Inspection: Once we receive your returned item at our warehouse, we will inspect it and notify you of the status of your refund.

• Refund Method: The refund will be processed through the same payment method you used for the purchase (e.g., bKash, Nagad, Rocket, or Bank Transfer).

• Refund Timeline: In compliance with the National Digital Commerce Policy, refunds will be processed within 7 to 10 working days after we receive the returned product. (Note: Cash on Delivery refunds are processed faster, while card payments may take longer due to banking channels).

• Delivery Charges: If the return is due to a product defect or mistake on our part, the customer will not be charged for return shipping. However, for returns based on personal preference or change of mind, the customer must bear the delivery charges.

3. Non-Returnable & Non-Refundable Items

• Products that have been used, altered, or damaged after delivery.

• Items purchased under special offers, discounts, or 'Clearance Sales' (if explicitly stated beforehand).

• Innerwear, cosmetics, or personal hygiene products (due to safety and hygiene reasons).

Contact Us

For any return or refund-related inquiries, please reach out to us:

• Hotline/WhatsApp: +880 1712886300

• Email: info@smartriderbd.com

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  
  To start a return, you can contact us at return-refund@smartriderbd.com. Please note that returns will need to be sent to the following address: 921/1 Esat Shewrapara, Mirpur, Dhaka-1216.
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at

  > return-refund@smartriderbd.com. 
  

  
  

  Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  
  

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  
  Unfortunately, we cannot accept returns on sale items or gift cards.

  
  

  Exchanges
  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  
  

  European Union 14 day cooling off period
  Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  
  

  Refunds
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at saifullabdsaif@gmail.com.