Refund & Returns Policy

1. Two kinds of payments

A. Buyer payments for products — usually paid to the seller (COD on delivery, or bKash/Nagad to the seller’s number shown at checkout). Sopifo generally does not hold buyer product payments in escrow.

B. Seller subscription fees — paid to Sopifo for storefront access. These are platform fees, not product purchases.

2. Product orders (buyer ↔ seller)

Returns, exchanges and product refunds are primarily the seller’s responsibility, according to the shop’s published policy and Bangladesh consumer protection principles (including defective or misdescribed goods).

Buyers should contact the seller first with order number, photos if relevant, and a clear request. Sellers should respond within a reasonable time.

If the seller offers returns, unused items in original condition may be returnable within the seller’s stated window, except perishable, custom-made, or hygiene-sensitive items when disclosed at purchase.

For COD, refusal on delivery may be treated as cancellation under the seller’s rules; repeated false COD refusals may lead to account limits.

For prepaid mobile banking, refunds of the product price (if agreed) are arranged by the seller to the buyer’s wallet/account. Sopifo cannot reverse a transfer already received in a seller’s personal bKash/Nagad.

3. Platform role in product disputes

We may help by reviewing order records, encouraging a fair outcome, or suspending abusive accounts. We are not obliged to pay product refunds from platform funds unless we separately agree in writing.

Mandatory consumer rights under Bangladesh law are not waived by this policy.

4. Storefront subscription fees

Subscription fees are generally non-refundable once a billing period is activated and the storefront features were made available, except where required by law or where we fail to provide the paid service for a material period due to our fault.

If a payment was verified in error (duplicate charge proven by transaction records), contact support for review. Approved corrections may be applied as account credit or repayment at our discretion.

5. How to request help

Buyers: use order details in your account and contact the seller; escalate via platform support if the seller is unresponsive for an unreasonable time.

Sellers: use Dashboard → Support for billing or account issues.

6. Changes

We may update this policy on this page. The “Last updated” date will change when we do.