This Refund Policy explains exactly when SGT Cart issues a refund, how it's calculated, where the money goes, and how long it takes. It supplements the Returns page (which deals with the physical act of sending items back) and the Buyer Protection Program (which covers what happens if a Seller doesn't cooperate).
1. Scope & legal basis
This policy applies to every Order placed on sgtcart.com or any SGT Cart mobile app, paid in any supported method. It is shaped by:
- The Consumer Rights Protection Act 2009 (BD) — especially §38 (right against deceptive supply), §41 (against defective goods) and §44 (against false price-marking).
- The Digital Commerce Operation Guidelines 2021 (DCOG) — escrow / payment-handling expectations.
- Our Customer Terms and the Seller Agreement.
2. When you qualify for a refund
| Scenario | Refund eligibility |
|---|---|
| You cancel before the Sub-Order is shipped | Full refund. |
| Seller cancels (out of stock, can't fulfil) | Full refund + Tk 50 inconvenience credit if cancelled after 24h. |
| Item not delivered within max ETA + 5 days | Full refund on request. |
| Item arrives damaged / wrong / counterfeit | Full refund OR free replacement. |
| Item materially different from Listing (size, colour, missing accessories) | Full refund OR partial refund (you keep it) OR replacement. |
| You change your mind (return within 7 days) | Refund of item price; you pay return shipping. |
| Failed prepaid payment, no Order placed | Authorisation reversed automatically within 5-7 days. |
| Reward points / coupon misapplied | Reverted to your account. |
3. Refund methods by payment type
| You paid by | Refund route | Notes |
|---|---|---|
| Cash on Delivery | bKash / Nagad of your choice | We never refund cash door-to-door; mobile-wallet is the safe + traceable channel. |
| bKash (mobile wallet) | Same bKash number | If your number changed, contact support to update. |
| Nagad (mobile wallet) | Same Nagad number | Same as bKash. |
| Visa / MasterCard / AMEX (via SSLCommerz) | Original card | Card-network rules mean we cannot redirect a card refund to another card. |
| SGT Cart Wallet (in-app credit) | Wallet | Instant. Refunds via Wallet can be requested for any payment type. |
| Reward Points used in the Order | Reverted to Points balance | Instant. |
4. Full vs. partial refund
Full refund means you get back 100% of the amount you paid for that item — including any VAT and the Sub-Order shipping fee when the issue was the Seller's fault (damaged, wrong, counterfeit).
Partial refund is offered when:
- The product is usable but materially less than promised (e.g., 1-month battery instead of 1-year) — typical settlement 20-50%.
- You return an item with missing accessories (charger, manual, free gift) — the value of the missing items is deducted.
- The product is returned in a condition the Seller can no longer resell — up to 30% restocking discount may be deducted, with photo evidence.
You always have the option to refuse a partial offer and escalate via Dispute Resolution.
5. Timeline matrix
| Step | Standard timeline |
|---|---|
| Approval of refund request | Instant for cancellation / Seller-cancel cases; up to 48 hours for return-based refunds. |
| Item pickup (if return required) | 1-3 business days after approval. |
| Condition check by Seller / SGT QC | 2-3 business days after Seller receives the item. |
| Refund initiation | Same day as condition-check approval. |
| Money lands — bKash / Nagad / Wallet | Instant to 24 hours after initiation. |
| Money lands — Visa / MasterCard / AMEX | 5-10 business days after initiation (issuer-dependent). |
| Reward points reverted | Instant on initiation. |
If a refund is "initiated" on our side but you don't see it in 10 business days for cards (3 days for wallets), contact support@sgtcart.com with the Order number — we'll give you the bank reference so you can chase your card issuer.
6. Treatment of shipping fees
- Seller's fault (damaged / wrong / counterfeit / not delivered): Forward shipping is refunded with the item. Return shipping is free (charged to the Seller).
- Buyer's choice (changed mind, didn't fit): Forward shipping is not refunded. Buyer pays return shipping (Tk 60-150 depending on weight and district).
- Multi-item Sub-Order returned partially: Forward shipping is refunded proportionally to the value returned — except if returning a single item leaves the cart below the free-shipping threshold (we don't claw back the free-shipping benefit).
7. Reward points & coupons
If you used reward points to pay for an Order that is later refunded:
- The points are reverted to your balance instantly.
- The cash portion of the Order is refunded to your original payment method.
If a single-use coupon was used and the Order is refunded:
- If the entire Order is cancelled before shipping, the coupon is restored to your account.
- If the Order shipped and was later returned (full), the coupon is not restored. This prevents abuse where customers order, claim "changed mind", and farm the coupon repeatedly. You may instead receive an equivalent value as Wallet credit if you prefer.
- Bulk-pricing tier discounts apply at order time — if a return drops the quantity below the tier threshold, the per-unit price for the remaining items is recalculated, and the difference is debited from the refund.
8. Escalation when a refund is denied
If a Seller refuses your refund or offers an amount you consider unfair:
- The case automatically enters SGT mediation after 48 hours of seller silence or upon your "I dispute this" tap. See Buyer Protection for the mediation procedure.
- Mediator's decision is binding for fund disbursement.
- If you remain unsatisfied, you may escalate via Dispute Resolution all the way to CRPA §76 redressal or arbitration.
9. Worked examples
Example 1 — Damaged on arrival (Seller's fault)
You order a glass jar set for Tk 850 + Tk 60 shipping = Tk 910 paid by bKash. The jar arrives broken. You upload photos and request a full refund.
- Pickup arranged free of charge.
- Seller confirms damage within 2 days.
- You receive Tk 910 back on your bKash within 24 hours of confirmation.
- You pay nothing.
Example 2 — Changed mind on a shirt (buyer's choice)
You buy a Tk 1,200 shirt + Tk 80 shipping = Tk 1,280, paid by Visa. The colour doesn't suit you. You request a return on day 5.
- Pickup arranged. Return shipping Tk 90 charged at pickup (you pay the courier in cash).
- Seller confirms condition.
- You receive Tk 1,200 back on your card within 7-10 business days. Forward shipping (Tk 80) is not refunded.
Example 3 — Partial refund for missing accessory
You buy a Bluetooth speaker for Tk 3,500 (no shipping — free-shipping threshold reached). It arrives without the USB-C cable that the Listing showed. You request a partial refund and keep the speaker.
- Seller agrees to a Tk 350 partial refund (10% of value).
- Refund routed to your SGT Cart Wallet instantly because you chose it.