Refund & Return Policy

Effective date: 22 May 2026 Last updated: 22 May 2026

We want every SmartPik customer to be happy with what they receive. This policy explains exactly when you can return a product, when you can get a refund, and how the process works. Please read it carefully before placing your order.

1. Check your parcel at delivery

When the delivery person hands you the parcel:

• Open it in front of the delivery person if possible.
• Check that the product matches what you ordered (correct item, correct size, correct colour).
• Check that the product is not visibly damaged (no broken parts, no major scratches, no torn fabric).

If anything is wrong at this stage, refuse the parcel and call us immediately at +880 1856 565610. This is the fastest and easiest path to resolution.

2. After you accept the parcel — the 3-day window

If you accepted the parcel and only noticed an issue after opening it at home, you have 3 days from the date of delivery to report it.

Eligible issues:

• The product is defective (broken, not working, missing part)
• We sent the wrong product (different size, colour, or item)
• The product was damaged in transit and you only noticed after unpacking
• A manufacturing fault appeared during normal first use

To report an issue, send us:

1. A message on Messenger, Instagram, or WhatsApp, OR email support@smartpikbd.com
2. Your order number (or name + phone number used to order)
3. 2–3 clear photos of the issue
4. A short description of what is wrong

We will reply within 24 hours with the next step.

3. What we do to resolve the issue

Depending on the situation, we will offer one of these solutions:

• Replacement — we send you a fresh unit at no extra cost. This is our default solution.
• Exchange — we replace the item with a different size, colour, or product of equal value.
• Refund — we refund the product price (and delivery charge, if the fault is ours) to your bKash, Nagad, or bank account within 7–10 working days.

The choice between replacement, exchange, or refund depends on stock availability and your preference. We always try to make you happy first; refund is the final fallback.

4. Change of mind

We understand that sometimes you may simply change your mind about a purchase. In this case:

• You must contact us within 24 hours of delivery.
• The product must be unused, unopened, and in original packaging with all tags and accessories.
• You pay the return delivery cost (typically ৳80–130 depending on location).
• We refund the product price only (not the original delivery charge) within 7–10 working days.

Change-of-mind returns are accepted on most products, but the following are not eligible:

• Personal care or intimate products (for hygiene reasons)
• Products on clearance sale or marked “Final Sale”
• Products that have been opened, used, washed, or worn
• Custom orders or products made to your specifications

5. Items NOT eligible for return or refund

Even with a fault, we cannot accept returns of:

• Products damaged due to misuse, accidents, or wear and tear
• Products returned without their original packaging, tags, or accessories
• Products that show signs of being used, washed, or worn (in change-of-mind cases)
• Products returned more than 3 days after delivery (for fault claims) or 24 hours (for change of mind)
• Free gift items received as part of a promotion

6. How refunds are paid

Because all SmartPik orders are Cash on Delivery (you paid the delivery person, not us), refunds are sent to you through:

• bKash (most common, fastest)
• Nagad
• Direct bank transfer

Please share your bKash / Nagad / bank account number and the name on the account when we approve your refund. We do not refund in cash.

Refunds are processed within 7–10 working days of approval. You will get a message from us when the refund is sent.

7. Return shipping logistics

When the fault is ours (wrong product, defective, damaged in transit):

• We arrange and pay for the return courier pickup.
• Please keep the product in its original packaging until the courier arrives.

When the return is change-of-mind:

• You arrange the return courier yourself (Pathao or Steadfast).
• You pay the return courier fee.
• Send to: SmartPik, Darus Salam, Dhaka 1216 — call +880 1856 565610 for the full address and contact name before sending.
• Get a tracking number from the courier and share it with us.

We are not responsible for products lost or damaged during return shipping if the courier was arranged by you. Please use a tracked service.

8. Cancellations before delivery

You can cancel an order any time before it is dispatched with no charge. Once the parcel is handed to the courier:

• You can still refuse the parcel at delivery — there is no penalty.
• You cannot cancel mid-transit.

To cancel, message us on Messenger, Instagram, or WhatsApp, or call +880 1856 565610.

9. Replacement and exchange timeline

If we approve a replacement or exchange:

• We dispatch the new item within 2–3 working days.
• Delivery follows standard timelines (1–3 days inside Dhaka, 2–5 days outside).

If the replacement product is out of stock, we will offer either an exchange to a similar product or a full refund.

10. Warranty

Most SmartPik products come with the manufacturer’s standard warranty (where applicable). Warranty terms vary by product. If your product fails outside our 3-day return window but within the manufacturer warranty period, please contact us and we will help facilitate the warranty claim.

11. Disputes

If you are not satisfied with how we have handled your return or refund, please email support@smartpikbd.com with the subject “Refund Dispute” and include your order details, what you asked for, and what we offered. The business owner will personally review the case within 5 working days and reply to you.

12. Contact

• Email: support@smartpikbd.com
• Phone / WhatsApp: +880 1856 565610
• Hours: 9:00 AM – 9:00 PM (Bangladesh time), 7 days a week
• Address: SmartPik, Darus Salam, Dhaka 1216, Bangladesh