Every Order on SGT Cart comes with the Buyer Protection Program at no extra cost. Think of it as a 60-day safety net: if a Seller disappears, ships the wrong item, sends a counterfeit, or simply won't cooperate, we step in, judge the case fairly and make sure you're not out of pocket.
1. The SGT Cart promise
If, within 60 days of placing an Order, any of the following happens:
- Non-delivery — the item never arrives within the maximum displayed ETA plus 5 grace days.
- Wrong item — what you received is materially different from what was ordered.
- Damaged on arrival — the item was broken or non-functional when the parcel was opened.
- Counterfeit — the item is a fake of a branded original.
- Materially not as described — capacity, size, colour, ingredients, warranty or other claim doesn't match the Listing.
…you can file a Buyer Protection claim and we will, after review, refund, replace or credit you in line with the Refund Policy.
This protection sits on top of your statutory rights under the Consumer Rights Protection Act 2009 — it never reduces them.
2. What's covered
| Issue | Coverage | Typical outcome |
|---|---|---|
| Non-delivery | Full | Full refund |
| Damaged on arrival | Full | Full refund OR free replacement |
| Wrong item (size / colour / model) | Full | Full refund OR free replacement |
| Counterfeit | Full | Full refund (keep or return); Seller strike |
| Defective on use (within warranty) | Full | Repair, replace or refund per the manufacturer warranty |
| Materially not as described | Full or Partial | Partial refund (keep), full refund, or replacement |
| Late delivery beyond ETA + 5 days | Partial | Tk 100-300 inconvenience credit, OR cancellation + full refund if you no longer want it |
3. Claim window
You have:
- 60 days from the date of Order placement to open a Buyer Protection claim.
- 7 days from delivery for ordinary "change of mind" returns (different process — see Returns).
- Manufacturer warranty period (varies by product) for defective-on-use claims — Buyer Protection covers the path from you to SGT Cart; the warranty itself is honoured by the Seller or brand service centre.
4. How to file a claim
- Open My Orders and tap the affected Sub-Order.
- Tap "File Buyer Protection claim" (this appears once direct chat with the Seller has been open for 48+ hours or you choose to skip it).
- Select the issue category and describe the problem in your own words.
- Upload evidence (§5).
- Choose the outcome you want — refund, replacement, partial credit.
- Submit. You receive a claim ID and an in-app status tracker.
Filing a claim freezes the Seller's Wallet for the amount of the Order so we can honour the eventual decision without chasing the Seller for money.
5. Evidence we ask for
The more concrete the evidence, the faster the decision. Useful items:
- Photos of the unopened parcel — shows weight and seal in case the parcel was tampered with.
- Unboxing video — single take, no cuts, showing the seal break, contents, item condition.
- Photos of the item — close-ups of damage, serial number, manufacturing details.
- Screenshots of chat — what the Seller said when you raised it.
- For counterfeit: serial-number verification on the brand's site (where applicable), comparison photos with an authentic unit.
- For non-delivery: the parcel-tracking page screenshot showing "delivered" or "stuck in transit".
We never ask for the original packaging or warranty card to open a claim; we may ask for them later if the Seller offers a replacement.
6. Resolution timeline & outcomes
| Step | SLA |
|---|---|
| Claim acknowledged + Seller notified | Within 24 hours |
| Seller's response window | 48 hours (after which the case auto-escalates) |
| Mediator review & decision | Within 7 business days |
| Refund issued (post-decision) | Per timeline matrix — minutes for Wallet, days for cards |
Decisions are written in plain language with the reason and the evidence weighed. They are recorded against the Seller's performance stats. Either party may escalate via Dispute Resolution if substantively unsatisfied.
7. What's not covered
- Buyer's remorse on used items — once you've opened, used, washed or assembled a non-defective item, it cannot be returned just because you've changed your mind.
- Claims filed after 60 days from Order date.
- Items in the "Non-eligible" category per Returns, except for damaged / wrong / counterfeit.
- Damage caused by the buyer after delivery (drops, water damage, modifications).
- Items lost while in your possession — once successful delivery is confirmed, risk of loss is yours.
- Off-platform purchases — if you contacted the Seller off SGT Cart and paid them directly (which violates the Anti-Disintermediation Policy), we cannot protect that transaction.
- Indirect or consequential losses — e.g., you missed an event because a product arrived late; we cover the product, not the event.