Effective Date: [01-06-2026]

Welcome to SOUQ BD. Customer satisfaction is our priority. This Refund Policy explains the conditions under which refunds may be requested and processed for purchases made through SOUQ BD.

1. Eligibility for Refund

Customers may request a refund if:

• The ordered product is not delivered.
• The delivered product is damaged, defective, or unusable.
• The wrong product is delivered.
• The product significantly differs from its description on the website.
• The order is cancelled before shipment.
• Payment is successfully deducted but the order is not confirmed.

2. Refund Request Timeline

Customers must submit a refund request:

• Within 7 days of receiving the product for defective, damaged, or incorrect items.
• Within 30 days for non-delivery disputes.
• Immediately if payment is deducted but the order is not confirmed.

Refund requests submitted after the applicable period may not be accepted. (Easy Payment System)

3. Non-Refundable Situations

Refunds will not be provided if:

• The customer changes their mind after delivery.
• The product has been used, altered, or damaged by the customer.
• The product was purchased under a non-refundable promotional offer unless otherwise stated.
• The issue is caused by incorrect information provided by the customer.

4. Refund Process

To request a refund:

1. Log in to your SOUQ BD account.
2. Go to "My Orders."
3. Select the order and submit a refund request.
4. Provide the reason and supporting photos if applicable.
5. Our support team will review the request and respond within 3 business days.

5. Refund Method

Approved refunds will be processed through the original payment method whenever possible, including:

• SSLCOMMERZ Payments
• Credit/Debit Cards
• bKash
• Nagad
• Rocket
• Bank Transfer
• Other supported payment methods

6. Refund Processing Time

After approval:

• SSLCOMMERZ and digital payment refunds generally require 5–7 working days.
• Bank card refunds may take additional time depending on the issuing bank.
• Mobile financial service refunds are subject to the provider's processing schedule. (sslcommerz.com)

7. Order Cancellation

Customers may cancel an order before shipment. If payment has already been made, the refund will be processed according to this policy.

SOUQ BD reserves the right to cancel orders due to stock unavailability, pricing errors, suspected fraud, or regulatory requirements. In such cases, a full refund will be issued.

8. Fraud Prevention

SOUQ BD reserves the right to refuse refunds where fraudulent activity, abuse of the refund system, or violations of our Terms & Conditions are detected. (signup.sslcommerz.com)

9. Contact for Refund Assistance

Customer Support Team

Website: www.souq.com.bd

Email: support@souq.com.bd

Phone: +8801951515121

10. Policy Updates

SOUQ BD may modify this Refund Policy at any time to comply with Bangladesh laws, regulatory requirements, payment gateway policies, and business needs. Updated versions will be published on our website.

SOUQ BD
Bangladesh's Online Marketplace
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