We want every order on SGT Cart to delight you. When it doesn't, this page tells you exactly how to send the item back and get your money or a replacement. Returns are powered by the Customer Terms and the statutory rights in the Consumer Rights Protection Act 2009.
1. Return window
You have 7 days from the delivery date to start a return for most items. The clock starts the moment the courier marks the Sub-Order as "delivered" — this date is shown in My Orders.
Some categories have longer windows, set by the Seller and shown on the product page:
- Electronics & appliances — up to 15 days if marked "Extended Returns".
- Watches & jewellery — up to 10 days.
- SGT-Cart-managed inventory ("Sold by SGT Cart") — up to 14 days.
Damaged-on-arrival, wrong-item or counterfeit issues have a 60-day Buyer Protection window regardless of category — see §6.
2. Eligible vs. non-eligible items
| Generally eligible | Generally non-eligible |
|---|---|
| Clothing, shoes, accessories | Innerwear, swimwear, socks (hygiene) |
| Electronics in original packaging | Pre-paid mobile recharge, digital codes |
| Home & kitchen items unused | Perishables — food, fresh produce, flowers |
| Books, stationery | Custom-made / personalised orders |
| Toys (original sealed) | Cosmetics & skincare once seal broken |
| Watches, jewellery (with tag) | Software activated with a license key |
| Sports goods unused | Pet food & medicines |
Every product page shows its category-specific return rule. If it says "Non-returnable for hygiene", the only path is the damaged / wrong / counterfeit flow in §6.
3. Condition of returned items
To be accepted, the returned item must be:
- Unused / unworn — except for the kind of brief inspection a buyer in a physical shop would do.
- In original packaging with all accessories (chargers, cables, manuals, free gifts), warranty card, and price tag.
- Securely repacked in the outer carton SGT Cart's pickup partner provides.
- With proof of purchase — SGT Cart invoice or order number written on the packaging slip.
If an item arrives back damaged because it was poorly repacked or misused, the Seller may refuse the return and only offer a partial refund. The full criteria are in Refund Policy.
4. How to start a return
- Open My Orders and locate the Sub-Order.
- Tap "Return / Refund" next to the item.
- Choose a reason from the list (didn't fit, changed mind, wrong colour, defective, etc.).
- Upload up to 4 photos and a short video if useful — this speeds up approval.
- Choose your refund method (see §5).
- Pick a pickup time slot. We'll arrange a courier to collect the parcel from your address.
- Hand the courier the repacked item along with the invoice slip. You'll get an in-app tracking ID.
- Once the Seller (or SGT QC) confirms receipt and the condition check, the refund is processed.
No printer at home? No worries — the courier brings a pre-printed return label.
5. Refund methods & timelines
| You paid by | Refund goes to | Timeline after receipt |
|---|---|---|
| Cash on Delivery | Your bKash or Nagad (your choice) | 2-3 business days |
| bKash / Nagad | Same wallet | 2-3 business days |
| Card (Visa / MasterCard / AMEX) | Same card | 7-10 business days (issuer-dependent) |
| SGT Cart Wallet credit | Wallet | Instant |
| Reward Points used in the order | Reverted to your Points balance | Instant |
You can also choose "Wallet credit" for any refund — instant, usable on your next Order, and never expires. The original method always remains available; Wallet credit is opt-in.
6. Damaged, wrong or counterfeit items
If the item arrives broken, looks different from what you ordered, or you suspect it is a counterfeit, you have 60 days to report it through the same Return flow. Mark the reason as "Damaged on arrival", "Wrong item", or "Suspect counterfeit".
In these cases:
- You pay nothing for return shipping — covered by the Seller.
- Some damaged categories (large home appliances, fragile glass items) don't even require a return — a clear unboxing photo / video is enough.
- You may choose full refund or free replacement.
- A confirmed counterfeit triggers an investigation and a strike against the Seller under our Anti-Counterfeit Policy.
7. If the seller refuses or doesn't respond
If the Seller does not approve your return within 48 hours, the system automatically escalates the case to the SGT mediation step (Buyer Protection §3 mediator). You don't have to do anything — the case enters mediation with the evidence you already provided.
If you disagree with mediation's outcome, you can escalate further via our Dispute Resolution ladder all the way to CRPA §76 / arbitration.
8. Exchanges
Exchanges (different size / colour of the same item) are handled as a standard return followed by a new Order — that way both legs are tracked, refunded and shipped cleanly. Many Sellers offer a "Replacement" path on the same return form which combines the two into a single ticket — look for the option next to the reason dropdown.
If the new variant has a different price, you pay or receive the difference at the time the replacement ships.