Support Policy Page

Shobuy Support Policy

 

It can take up to 8 days for an item to reach us once you return it. Once the item is received at our fulfillment center, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account.

Your return label will require you to return the item at your own expense. Shobuy will automatically refund up to BDT 60/- for return postage costs on receipt of the item. If your return postage costs exceed BDT 60/-, you may contact our Customer Service Center 09612020202 to request a refund of the remaining postage cost. If you return a defective, damaged or incorrect item, you’ll be refunded the full postage cost, as well as your Import Fees Deposit, once your return is processed.

CANCELLATION & REFUND DUE TO PRODUCT UNAVAILABILITY:

Delivery of the ordered items is subject to the availability of the products at our vendor’s depot/warehouse/store. Shobuy.com.bd authority may cancel any order within 4 to 25 working days if the stock of the ordered item(s) is temporarily unavailable.

If the customer agrees to wait for the availability of the stock of the product(s), the order may remain in open/processing/hold status for a maximum of 30 days.

In the case of clause (a), if the customer has already made an advance payment against the order, the customer will receive a full refund, if not received any cashback, within 1-15 working days. The received Cashback amount will be adjusted with the refund amount.

If the refund amount is below Tk 300, the refund amount will be disbursed through the bKash/Mobile Wallet account of the customer.

After confirming any Order, if the order is canceled by the customer and online payment is already made by the customer against that order, archive.shobuy.com.bd will charge an Online Gateway Transaction fee while disbursing the refund amount.

Advance payment is required for the delivery of certain vendors’ products. We may cancel any order if the advance payment is not made by the customer for such orders.

Delivery with Services

Returns or exchanges for items purchased from a third-party seller that provided a Delivery with Service (in-home

  • unpacking, installation, assembly, etc.) have to be scheduled by the seller.
  • During the scheduled return pick-up, the seller will uninstall or disassemble, and pick up the item.
  • All sellers participating in the Delivery with Services program are required to support scheduled return pickups or exchanges.
  • If a seller does not offer these methods, or is non-responsive to scheduling an appointment to return your items, you may contact the Shobuy Home Services team
  • If a Delivery with Services item is missing parts or damaged through customer misuse, the customer may be charged a restocking fee based on the condition of the product.

Shobuy Grocery Items

  • Grocery items are not returnable to Shobuy but may be refunded or replaced.
  • See About Spilled or Damaged Shobuy Fresh Items for information on requesting a refund.

Automotive Items

  • If you’ve purchased a defective automotive item, shipped from and sold by Shobuy.com.bd, that is covered by a published manufacturer warranty, Shobuy honors the warranty. Shobuy will either replace the item or refund the cost of the item for the life of the published warranty.

Baby Items

  • Baby items can be returned within 15 days of receipt of shipment.
  • If your return is not a result of an Shobuy error, we won’t refund.

Clothing and Accessories

  • You can return clothing and accessories up to 10 days after the delivery date.
  • Items from The Drop Collections are eligible for returns, but a return shipping fee will be deducted from your refund due because the item is made-on-demand for you.

Collectibles (sports & entertainment)

  • All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
  • Any items returned without original documentation will be rejected.
  • Before shipping a return, photograph the item for your records.

Computers and Electronics

  • New desktop, laptops, or tablets purchased from Shobuy.com.bd that didn’t start when they arrived, arrived in damaged condition, or is still in an unopened box can be returned for a full refund within 10 days of purchase.
  • Shobuy.com.bd may test computers that are returned because they didn’t start when they arrived and impose a customerfee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product.
  • Any returned desktop, laptop or tablet that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering may result in the customer being charged a higher restocking fee based on the condition of the product.
  • New, used, and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor.

Note: Before returning items on which you’ve saved personal information, such as laptops, cameras, or other electronic devices, erase this information completely.

Customized Products

Customized products include products that are configured, personalized, or inscribed; for example, engravings, stamps, monograms, embroidery, embossing, etching, carving, or printing. Customized products sold by third-party sellers fall under the A-to-z Guarantee. To file a claim for these items please note the following:

  • Notification to the third-party seller within 14 days of receipt of item for return.
  • Due to personal configuration, inscription, or design on these products, the third-party seller is not required to accept returns or exchanges unless the products are damaged/defective upon arrival, or materially different from what was ordered.
  • If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the Shobuy A-to-z Guarantee.
  • All product packaging (such as boxes) and if applicable; certificates of authenticity, grading, and appraisal must be returned with the item. Products missing all their applicable tags are not acceptable for return.

Gift Cards

  • Gift Cards are not returnable after purchase (except as required by law).

Hazardous Materials

  • Hazardous materials, including flammable liquids or gases are not returnable to Shobuy.com.bd.
  • Contact the manufacturer directly for service, warranty, return, and refund information.

Jewelry and Watches

  • All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
  • Any items returned without original documentation will be rejected.
  • Items that have been resized, damaged, or otherwise altered after delivery won’t be accepted for return.

Live Plants or Insects

  • Fresh flowers, live indoor plants, or insects are not returnable to www.shobuy.com.bd, but may be refundable.

Mattresses

  • Mattresses in original packaging are returnable from your porch.
  • Unboxed, expanded, and full size mattresses are not returnable to www.shobuy.com.bd. If you’re not satisfied with the quality of product, we will issue you a full refund within 30 days of receipt of shipment.
  • Contact the manufacturer directly for product registration and warranty related information.

Pet Food

  • Pet food and similar products are not returnable to www.shobuy.com.bd, but may be refundable.

Software and Video Games

  • Software and video games can be returned for a full refund within 30 days of purchase. Returned software or video games that are activated, used, or missing parts will incur up to a 100% restocking fee.

Televisions

  •  Returns for televisions shipped without Enhanced Delivery should be in new and unopened condition.
  • To return a television shipped with Enhanced Delivery, the item should be in like-new condition. When the carrier comes to pick up the television, they bring their own packaging materials.