Exchange & Complain – Sokher Gadgets
We want you to love every purchase from Sokher Gadgets. If something isn’t right, we’re here to help with a clear and simple exchange and complaint process.
1) Eligibility for Exchange
You may request an exchange if:
You received a defective, damaged, or wrong item.
An item is missing from your order.
The product doesn’t match its description or images.
Basic conditions
Request must be submitted within 3 days of delivery.
Product must be unused, in original packaging with all tags, manuals, and accessories.
Please keep an unboxing video (showing the sealed parcel and opening process) for verification of damage/shortage.
Not eligible
Signs of use, scratches, stains, water or burn damage, or product altered by the customer.
Hygiene-sensitive items (e.g., earphones/earbuds used) once opened—unless defective on arrival.
“Clearance/Final Sale” items (if marked) or free gifts.
Damage caused by improper handling, voltage issues, or unauthorized repairs.
2) How to Request an Exchange
Please contact us within 3 days of delivery with the following:
Provide:
Order ID, Full Name, Phone Number
Photos/videos showing the issue (and unboxing video if damage/shortage)
A brief description of the problem
Your preferred solution: Exchange (same model) or Store Credit (if replacement is unavailable)
Contact
Email: support@sokhergadgets.com
Phone: +8801918242101
Address (for returns if instructed): Signboard (Narayanganj Link Road), Dhaka, Bangladesh
We’ll acknowledge your request within 24 business hours and guide you through the next steps.
3) Return Shipping & Costs
If the issue is our fault (defective/incorrect/missing item), we cover the return & re-delivery shipping.
If the issue is due to customer preference (e.g., color change after delivery) and is permitted, shipping both ways is paid by the customer.
Return pickup/drop-off will be arranged via our courier partners: RedX, Pathao, or Sundarban.
4) Inspection & Approval
Once the item reaches our warehouse, our QC team will inspect it within 24–48 business hours.
If approved, we will:
Dispatch a replacement (subject to stock), or
Issue Store Credit equal to the product price (valid for future purchases).
Replacement dispatch time: typically 3–5 business days inside Dhaka and 5–7 business days outside Dhaka after approval.
5) Packaging Guidelines for Returns
To avoid damage in transit:
Use the original box and protective materials.
Include all accessories/manuals.
Write your Order ID clearly on the parcel.
Do not place labels directly on the product box—pack it inside an outer poly/mail box.
6) Complaints (Service, Delivery, Product)
If you faced an issue with our service, delivery, or a product:
How to file a complaint
Email: support@sokhergadgets.com
Phone: +8801918242101
Subject: “Complaint – Order ID/Topic”
Include: Order ID (if any), details of the incident, date/time, and any screenshots/images.
Our commitment
Acknowledgment: within 24 business hours.
Initial resolution target: within 3 business days. Complex technical checks may take longer; we’ll keep you updated.
Escalation Path
Level 1 – Customer Support
Level 2 – Support Supervisor
Level 3 – Management (escalate via email with subject “Escalation – Order ID/Topic”)
7) Important Notes
Exchange availability depends on current stock. If unavailable, we’ll offer Store Credit.
Delivery charges: Inside Dhaka 80 BDT, Outside Dhaka 130 BDT (applies when customer-initiated exchanges are allowed).
For warranty-eligible items (if applicable and stated on the product page), brand/service-center terms will apply.
Please do not send any product back without prior approval from our support team.
We’re here to help.
Have questions? Reach us at support@sokhergadgets.com or +8801918242101.
(বাংলায় সহায়তা পেতে পারেন—just let us know.)
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