Product Delivery and Returns Policy

At Cartly BD, we strive to ensure transparency and clarity with all our customers regarding product delivery and returns. Please read the following policy carefully before placing an order:

Product Delivery Policy

  1. Payment and Delivery Conditions:
    • All parcels are delivered in sealed packages.
    • Customers must complete payment before receiving the package from the courier.
    • Packages cannot be opened or inspected at the time of delivery. Once payment is made, the product is considered received.
  2. Unboxing and Proof Requirements:
    • Upon receiving the package, customers must record a full unboxing video before using the product.
    • If any items are missing or an incorrect product is delivered, customers must share the unboxing video with us for verification. Upon confirmation, we will replace the product at no additional cost.
  3. Battery-Operated Products:
    • Some devices require charging (3-6 hours) and proper setup before usage. Couriers cannot assist with this process. For any issues, contact us directly.

Return Policy

  1. General Conditions:

    • Products with faults reported within 7 days of the invoice date are eligible for return, exchange, or warranty support.

    • Returns must be shipped to the following address via a courier service that offers office delivery:

      Address:
      DropShop, House# 305, Lift-5, Johur Tower, Elephant Road, Dhaka-1205
      Contact Person: Mr. Anik/Mr. Rasel
      Phone: 01329-669775

      Note: Do not use SA Paribohon as it does not support office delivery.

  2. Return Process:
    • Complete the return request form at Google Form Link.
    • After submission, our team will verify the details within 24 hours and provide further instructions, including a return approval code.
    • Ensure the product is properly repackaged and the approval code is clearly marked on the package.
  3. Inspection and Resolution:
    • Upon receiving the returned product, it will be inspected.
    • If a fault is confirmed, the product will be repaired, replaced, or refunded, as applicable, at no extra cost.
    • If no fault is found, the product will be returned to the customer after receiving courier charges.
  4. Courier Costs:
    • Faults reported within 7 days: The customer bears the cost of sending the product to us, and we cover the cost of sending the replacement.
    • Warranty claims after 7 days: The customer is responsible for both sending and receiving courier fees.

Non-Returnable or Non-Refundable Cases

Returns, exchanges, or refunds will not apply in the following scenarios:

  • Physical damage, burns, or scratches caused by the customer.
  • Products with broken seals or removed warranty stickers.
  • Missing accessories, improper packaging, or if the product is not in a resalable condition.
  • Accessories, chargers, adapters, or free gift items (no warranty is provided for these items).
  • Compatibility issues with third-party devices, apps, or software.

Delivery Timeline

  • Orders are processed within 72 hours and handed over to the courier as soon as possible.
  • Estimated delivery time:
    • Inside Dhaka: 1-3 days after handover to the courier.
    • Outside Dhaka: 2-5 days after handover to the courier.

Return Timeline

  • Returns and issue resolution typically take 5-15 days from the time the product is received.

Important Notes

  1. Always inform customers about these terms and conditions before order confirmation.
  2. Customers should carefully test products upon receipt to minimize returns.

For further assistance, please contact our support team at 01329-669775.