SOGO is an e-commerce business based in Bangladesh that offers a wide range of lifestyle products to its customers. The company understands the importance of customer satisfaction and has implemented a comprehensive return and replacement policy to ensure a smooth and hassle-free shopping experience for its customers.
Return Policy:
SOGO has a customer-friendly return policy that allows customers to return products under certain conditions. If a customer is not satisfied with their purchase, they can initiate a return request within a specified period from the date of delivery. The return period may vary depending on the type of product purchased.
To be eligible for a return, the product must be unused, in its original packaging, and in the same condition as received. Additionally, the product should have all the tags, labels, accessories, and freebies that came along with it. SOGO reserves the right to reject returns if any of these conditions are not met.
Customers can initiate a return request by contacting SOGO’s customer support team through their website or helpline number. The customer support team will guide them through the return process and provide all necessary instructions. Once the return request is approved, customers can choose to either receive a refund or opt for a replacement product.
Exchange Policy:
SOGO offers an exchange policy for customers who receive defective or damaged products. If a customer receives a faulty item, they can request a replacement within a specified period from the date of delivery. The exchange period may vary depending on the type of product purchased.
To be eligible for an exchange, customers need to provide proof of the defect or damage, such as photographs or videos showcasing the issue. SOGO may arrange for an inspection of the product to verify the claim before approving the exchange request.
Once the exchange request is approved, SOGO will arrange for the pickup of the defective product and deliver a new one to the customer. The exchange will be done free of cost, and customers will not have to bear any additional charges.
Exceptions and Conditions:
It is important to note that certain products may not be eligible for return or exchange due to hygiene or safety reasons. These products may include but are not limited to personal care items, intimate apparel, perishable goods, and customized products. SOGO clearly mentions such exceptions on its website and product pages.
Additionally, the return and exchange policy may vary for different categories of products. SOGO provides detailed information about the specific policies applicable to each category on the website. It is recommended for customers to review these policies before making a purchase.
Refund Process:
If a customer chooses a refund instead of an exchange, SOGO will initiate the refund process once the returned product is received and inspected. The refund will be processed using the same payment method used during the purchase. The time taken for the refund to reflect in the customer’s account may vary depending on the payment gateway and bank processes.
SOGO aims to process refunds as quickly as possible, typically within a few business days after receiving the returned product. However, it is important to note that external factors such as bank processing times may cause delays in the refund process.