1. Introduction
At Sylmart, customer satisfaction is important to us. We aim to provide authentic products, accurate orders, and reliable service.
If you receive a damaged, incorrect, expired, or defective product, please contact us within the specified timeframe so we can review your concern and provide an appropriate resolution.
This Return & Refund Policy explains the conditions and procedures for requesting returns and refunds.
2. Return Request Period
Customers must contact Sylmart within 24 hours of receiving their order to report an eligible return or refund issue.
We recommend inspecting products as soon as possible after delivery.
Requests submitted after this period will be reviewed according to the circumstances, applicable product warranties, and consumer protection requirements.
3. Eligible Reasons for Return
Return requests may be accepted for the following reasons:
- Damaged Product: The product arrives damaged.
- Wrong Product: The delivered product does not match the item ordered.
- Expired Product: A product is delivered after its expiry date.
- Manufacturing Defect: The product has a verified manufacturing defect.
All requests are subject to reasonable verification and applicable consumer rights.
4. Food Products and Opened Packaging
For food products, including Achar, Balachao, Tea, and similar items, returns are generally not accepted once the packaging has been opened.
This restriction helps maintain product hygiene and safety.
However, this restriction does not remove any remedies available under applicable consumer protection laws, including where products are defective, unsafe, expired, or incorrectly supplied.
Customers should contact us promptly if they discover such an issue.
5. Conditions for Return
To help us review a return request, customers should:
- Contact Sylmart within 24 hours of delivery.
- Provide their order number or relevant purchase details.
- Explain the issue clearly.
- Provide photographs or videos of the product and packaging where reasonably available.
- Keep the product and original packaging until the issue is reviewed, where practical.
Sylmart may request additional information to verify the concern.
6. Return Shipping Charges
If an eligible return is required because Sylmart delivered a damaged, incorrect, expired, or defective product, Sylmart will bear the reasonable return shipping cost.
Customers should contact us before arranging a return shipment so that we can provide appropriate instructions.
7. Refund Method
For eligible refunds, Sylmart currently processes refunds through bKash.
Customers may be asked to provide the necessary bKash account details to receive their refund.
We will use refund information only for processing the refund and related recordkeeping.
8. Refund Processing Time
Once a refund is approved and any necessary verification or return arrangements are completed, Sylmart generally processes the refund within 24–48 hours.
Actual receipt of funds may depend on payment service processing and other circumstances.
If an unexpected delay occurs, we aim to keep the customer informed.
9. Third-Party Brand Products
Some products sold through Sylmart are manufactured or supplied by independent third-party brands, such as Nicobena.
Manufacturer-specific warranties, return conditions, or replacement procedures may apply to these products.
Where relevant, Sylmart may coordinate with the manufacturer or supplier to help review and resolve customer complaints.
Sylmart remains available as a point of contact for products purchased through our platform.
Nothing in this section limits customer rights or remedies available under applicable Bangladesh law.
10. Non-Eligible Return Requests
Returns may generally not be accepted for:
- Change of mind after delivery.
- Products damaged due to misuse or improper handling after delivery.
- Opened food products without an eligible product-quality or safety concern.
- Requests that do not meet the applicable return conditions, subject to consumer protection requirements.
11. How to Request a Return or Refund
To submit a return or refund request, contact Sylmart with your order information and a description of the issue.
Phone: +8801701812567
WhatsApp: https://wa.me/8801701812567
Email: [email protected]
Our team will review the request and explain the next steps.
12. Changes to This Policy
Sylmart may update this Return & Refund Policy to reflect changes in our services, product categories, supplier arrangements, or applicable requirements.
The latest version will be published on this page with an updated revision date.
13. Contact Information
Sylmart
Office Address: House #37, Road #13, Block B, Shahjalal Uposhohor, Sylhet, Bangladesh.
Email: [email protected]
Phone: +8801701812567
Website: https://sylmartbd.com
