Cancellation, Return & Refund Policy

CANCELLATION, RETURN & REFUND POLICY

We cover a 3 Days Replacement Guarantee (except intact box or packet) for physical products sold on sonysmart.com.bd. 

• The replacement request must be raised within 24 hours after receiving the delivery.
• Refund is only applicable to the canceled order items due to product unavailability.

REQUIREMENT FOR A VALID RETURN:

• Proof of purchase (Order Number, Invoice, etc.)
• The reason for return has to be valid and return acceptance conditions met (check out below)

VALID CONDITIONS AND REASONS TO RETURN AN ITEM (General):

• Delivery of wrong product
• Delivery of defective product
• Delivery of the products with missing parts
• Incorrect content on the website

CONDITIONS AND REASONS TO RETURN A SONY-SMART PRODUCT(s):

• Product(s) cannot be returned once received by the customer.
• Customers are requested to check the product before receiving the product(s).

THE FOLLOWING PRODUCTS CANNOT BE RETURNED:

• Software activation code
• Any online subscription

CANCELLATION & REFUND DUE TO PRODUCT UNAVAILABILITY:

1. Delivery of the ordered items is subject to the availability of the products at our vendor's depot/ warehouse/ store. Sonysmart.com.bd authority may cancel any order within 4 to 25 working days if the stock of the ordered item (s) is temporarily unavailable.
   
   
2. 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.
   
   
3. 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 10 working days. The received Cashback amount will be adjusted with the refund amount.
   
   
4. If the refund amount is below Tk 300 (Three Hundred), the refund amount will be disbursed through the bKash/ Mobile Wallet account of the customer.
   
   
5. If the refund amount is below Tk 50, the refund amount will be disbursed as mobile top-up/ recharge to the customer.

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

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

RETURN/ REPLACEMENT GUARANTEE MAY NOT APPLY IN ANY OF THE FOLLOWING CONDITIONS:

·       Damages due to misuse of the product

·       Incidental damage due to malfunctioning of product

·       Any consumable item which has been used or installed

·       Products with tampered or missing serial/ UPC numbers

·       Any damage/ defect which is not covered under the manufacturer's warranty

·       Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered.

·       Products whose Model Name or Serial Number does not match with that on the product or Warranty Card or if they have been altered, removed or muleload.

·       Not purchased from “sonysmart.com.bd”

N.B: Replacement of the product is subject to availability of the same on “sonysmart.com.bd”

Same Day Delivery Inside Dhaka City

• Only applicable for Selected Vendors' Order delivery.
• Same-day delivery requires additional fees as a delivery/ logistic charge.
• Orders placed before 12:00 noon will be considered for same-day delivery.
• Products which are available at our store/warehouse are only eligible for same-day delivery.
• Order processing time count will start after the order is processed by one of our Customer Service agents.
• Customer can request for canceling any order if he/ she doesn't agree with the same day delivery terms & conditions.
• Same day delivery may not be applicable due to circumstances like Natural disaster/ blockage/ transport restriction/ Govt. restriction/ unavoidable circumstance

INSTALLATION SERVICE TERMS:

• For products that require installation/ fitting, the installation service will be provided within 3 working days from the day of product receiving.
• Product(s) cannot be returned once received by the customer.