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At Surprise Shop (surpriseshopbd.com), customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help. Please review our refund policy below to understand your options and the processing timelines.
Eligibility for Refunds
To be eligible for a refund, please ensure that:
- The request is made within our standard return window from the date of delivery.
- The product is unused, undamaged, and in the same condition that you received it.
- The product must be in its original packaging, including all tags, manuals, and accessories.
- You have the proof of purchase or receipt.
Refund Methods & Charges
We offer two convenient methods for receiving your refund. You can choose the option that best suits your needs:
• Option 1: Direct Refund to Your Account (Via SSLCOMMERZ) You can opt to have your money refunded directly to your original payment method (Bank Account or Mobile Financial Services like bKash, Nagad, Rocket, etc.) through our secure payment gateway, SSLCOMMERZ.
- Please Note: For all standard bank and Mobile Financial Service (MFS) refunds processed through the online gateway, standard refund gateway charges will apply and will be deducted from the total refund amount.
• Option 2: Surprise Shop Wallet Refund (Zero Charges) You can choose to receive your refund as balance in your Surprise Shop Wallet.
- Benefit: There are absolutely no charges or transaction fees for wallet refunds.
- The full refund amount will be credited instantly to your wallet balance after approval, which you can use at any time to purchase any product from our platform in the future.
Refund Timeline
Once your return is received, inspected, and approved by our team, we will initiate the refund process.
- The standard timeline for the refund amount to reflect in your chosen account or Surprise Shop Wallet is 7 to 10 working days.
- Please note that bank or MFS processing times may vary depending on the provider, which is outside our direct control.
Late or Missing Refunds
If you haven’t received your refund within the standard 7 to 10 working days, please check your bank account or MFS statement again. If the issue persists, feel free to contact our Customer Support team with your order details, and we will investigate the matter immediately.
Contact Us
If you have any questions about our Refund Policy or need assistance with a return, please contact us at:
• Website: surpriseshopbd.com
• Customer Support Email: support@surpriseshopbd.com
• Hotline: +880 1315 183133
