Effective Date: November 4, 2025
Last Updated: November 4, 2025

Thank you for shopping with Sgr Gift Shop. We value your trust and satisfaction with our products. This Refund and Return Policy explains when and how you may request a return, replacement, or refund for items purchased from our store.

1. Eligibility for Returns

We take great care in preparing every order. However, if you receive a product that is damaged, defective, or incorrect, you may request a return or replacement.
To be eligible for a return:

  • You must notify us within 24 hours of delivery by emailing sgrshops@gmail.com with your order details and clear photos of the issue.
  • The item must be unused, unopened, and in its original packaging.
  • Products must be returned in the same condition as received.

Please Note: Due to the nature of our products (especially chocolate and custom-made gift boxes), we cannot accept returns for opened, consumed, or personalized items unless they are defective or incorrect.

2. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Perishable items (such as chocolates or food items).
  • Custom-designed or personalized gift boxes.
  • Items damaged due to customer mishandling or improper storage after delivery.
  • Products without proof of purchase or valid order ID.

3. Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund request.
If approved:

  • Refunds will be processed within 7–10 business days via the original payment method or as store credit.
  • In case of cash-on-delivery (COD) orders, we may issue the refund via bank transfer or mobile banking (Bkash/Nagad) after confirmation.

Note: Shipping fees and payment gateway charges are non-refundable, unless the return is due to our error (e.g., wrong or damaged product).

4. Replacement Policy

If you prefer a replacement instead of a refund, we will arrange to send a new item once the returned product is received and verified.
Replacements are subject to product availability. If the same item is unavailable, we may offer a suitable alternative or a full refund.

5. Damaged or Wrong Product

If you receive a damaged or incorrect product:

  • Please contact us within 24 hours of receiving your order.
  • Include photos or videos clearly showing the issue.
  • We will review your claim and arrange a replacement or refund at no additional cost.

6. Cancellation Policy

Orders can be canceled within 2 hours of placing them, provided the order has not yet been processed or shipped.
Once production or packaging begins (especially for custom gift boxes), cancellation requests cannot be accepted.

7. Shipping Costs for Returns

  • If the return is due to our error (wrong or defective product), we will cover all shipping costs.
  • If the return is due to customer preference (e.g., change of mind), the customer must bear the return shipping cost.

8. How to Request a Return or Refund

To initiate a return or refund request, please contact us via email:
sgrshops@gmail.com
Include:

  1. Order number
  2. Reason for return/refund
  3. Clear photos or videos (if applicable)
  4. Your preferred resolution (refund or replacement)

9. Contact Information

For any questions regarding this Refund and Return Policy, please reach out to:

Sgr Gift Shop
Address: Mirpur-12, Dhaka, Bangladesh
Email: sgrshops@gmail.com