Return & Refund Policy
This Return & Refund Policy (“Policy”) governs the terms and conditions under which Sneho Digital (“we,” “our,” or “the Company”) shall accept product returns, process replacements, and issue refunds to customers (“you” or “the Customer”) for purchases made through our official website (www.snehodigital.com) or any other authorized online sales channel.
By placing an order with Sneho Digital, you acknowledge that you have read, understood, and agreed to be bound by the provisions of this Policy.
1. Purpose and Scope
This Policy has been formulated to ensure transparency and fairness in resolving return and refund requests while maintaining compliance with applicable laws of the People’s Republic of Bangladesh, including but not limited to the Consumer Rights Protection Act, 2009.
It applies to all retail transactions conducted through Sneho Digital’s website and related online sales platforms.
2. General Principles
Sneho Digital strives to ensure that all products offered are genuine, brand-new, and free from defects. However, in limited cases where a product is received in a defective, damaged, or incorrect condition, customers may be eligible for a return, replacement, or refund, subject to the terms stated herein.
Returns or refunds are not automatically guaranteed and shall be processed only upon verification and approval by Sneho Digital.
3. Eligibility for Return or Replacement
A return or replacement request shall be considered valid only under the following conditions:
1. The product delivered is physically damaged, defective, or non-functional upon delivery (“Dead on Arrival”).
2. The product received is different from the item ordered (wrong model, color, or configuration).
3. The product is missing essential parts or accessories as described at the time of purchase.
4. The issue is reported to Sneho Digital’s customer service within forty-eight (48) hours of receipt.
All claims must be supported by visual or written evidence (e.g., photographs, unboxing videos, or documentation).
4. Conditions for Acceptance of Return
To qualify for return, all of the following conditions must be satisfied:
· The product must be unused, unopened, and in its original condition, including all factory packaging, accessories, manuals, and warranty cards.
· The original sales invoice or order confirmation must be provided.
· No alterations, scratches, or signs of misuse must be present.
· The product must not have been registered, activated, or linked to any personal account.
Sneho Digital reserves the right to inspect, test, and verify the returned product prior to approving replacement or refund.
5. Non-Returnable and Non-Refundable Items
Certain products shall not be eligible for return or refund, except in cases of verified defect upon delivery. These include but are not limited to:
· Products that have been used or physically damaged after delivery.
· Products that have undergone software activation or IMEI registration (e.g., smartphones, tablets, or smartwatches).
· Consumable items and accessories (such as cables, earphones, screen protectors, and memory cards) unless defective at delivery.
· Products sold under “No Return,” “Clearance,” or “Special Discount” labels.
· Products reported beyond the 48-hour return notification window.
6. Return and Verification Procedure
6.1 Notification and Request
Customers must notify Sneho Digital’s Customer Support within 48 hours of delivery through email at support@snehodigital.com or by phone at [Insert Hotline Number].
The request must include:
· Order number and contact details
· Description of the issue
· Supporting evidence (photos/videos)
6.2 Preliminary Assessment
Upon receiving a request, Sneho Digital shall conduct a preliminary assessment and confirm whether the item qualifies for return under this Policy.
6.3 Return Shipment
If approved, customers will be instructed to return the product to the designated return address. Return shipping arrangements may be coordinated through Sneho Digital’s logistics partners.
6.4 Inspection and Resolution
Once the returned product is received, our quality control team shall inspect the item. A decision to replace, repair, or refund will be communicated within 7–10 business days from receipt of the returned product.
7. Refund Policy
7.1 Eligibility
A refund will be issued only under the following circumstances:
· The product is confirmed to be defective or damaged beyond repair.
· The ordered item is out of stock and a replacement cannot be provided.
· The order is cancelled prior to shipment by the customer or by Sneho Digital.
7.2 Refund Method
Approved refunds shall be processed using the original payment method (e.g., debit/credit card, mobile banking, or bank transfer).
Refunds typically take 7–14 working days to reflect, depending on the payment gateway or banking institution. Sneho Digital shall not be held liable for delays beyond its control.
After approving the refund request, the refund will be processed within 7–14 working days.
7.3 Deductions
Where applicable, Sneho Digital reserves the right to deduct transaction processing fees, courier charges, or restocking costs from the refund amount in cases of customer-initiated cancellations or returns not arising from company fault.
8. Warranty Support
Products sold by Sneho Digital carry official brand or distributor warranties, as specified in the product description.
Post-delivery warranty claims must be directed to the authorized service center of the respective brand. Sneho Digital may facilitate communication between the customer and service provider but shall not be liable for repair timelines or warranty outcomes.
9. Order Cancellation
· Orders may be cancelled prior to dispatch without penalty.
· Once an order has been shipped, cancellation requests will be treated as a return and processed under this Policy.
· Sneho Digital reserves the unilateral right to cancel any order in cases of fraud suspicion, payment failure, stock unavailability, or pricing errors.
10. Limitation of Liability
Sneho Digital’s total liability, whether arising under contract, tort, or otherwise, shall not exceed the total purchase price of the product in question.
In no event shall Sneho Digital be liable for any indirect, incidental, or consequential damages, including loss of data, business, or profits, resulting from the use or inability to use the product or from any delay in processing returns or refunds.
11. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the People’s Republic of Bangladesh.
Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts of Dhaka, Bangladesh.
12. Contact Information
For all return, refund, or replacement inquiries, please contact:
Sneho Digital – Customer Service Department
Email: support@snehodigital.com
Phone: +88 09606221185
Address: 111, Bir Uttam C R Dutta Road, Dhaka – 1205
Website: www.snehodigital.com
Sneho Digital Limited is committed to maintaining the highest standards of fairness, transparency, and accountability in all transactions. We appreciate your cooperation in adhering to the procedures outlined in this Policy.