SUPPORT POLICY
Policy
Statement:
Ekhanei.com
is committed to total customer satisfaction through providing consistently high
quality products and services that meet or exceed the expectations of our
valued users/buyers. Customer/Buyer satisfaction is the first priority of Ekhanei.com.
We are dedicated to providing outstanding customer service, listening to
customer requests and being reachable at all times and giving them necessary support
and assistance, so that we can build a long-lasting relationships with our
valued customers/buyers. Ekhanei.com emphasize personal service, regular
communication, coordination, planning and a efficient team to solve customer
complaints. We review and update our own processes to see how they can work
more efficiently and effectively to meet the needs of our customers/buyers. We
conduct Internal Business Quality Management Processes to maintain the highest
quality of services as well. Our customer
commitment and support policy bases on customer satisfaction, trust, strength
of relationship and earned value.
1.
How
to shop on Ekhanei.com ?
Step
1: Choose the product(s) you want to buy. If you are on the home page, click on
the "Catagories" Button for viewing detailed description or, you can
directly add the product to the cart by clicking on the Add To Cart button.
Step
2: If you are on the home page, read the details of the product. Select your
desired size (if applicable) and input quantity and then press Add To Cart
button.
Step
3: Once you click Add to Cart, a pop-up will appear, you can checkout
immediately or you can continue your shopping otherwise.
a) If you want to buy more items, add more
items to your card.
b) If you want to proceed to checkout with
the items in your cart, press the “Continue” button.
Step-4:
Once you click on Continue in cart, you will land to a checkout page. If you
don’t have an account, you can register yourself providing your desired
information.
a) You can go back to the cart by Clicking
“Shop More” button on Cart if you decide to add more items to the cart.
b) If you are a registered customer, enter
your Email/Phone and Password and login to your account.
c) If you have forgotten your password, you
can recover by clicking Forgot password.
d) If you are not a registered customer,
enter your Email address or phone no and complete your registration by
inputting required contact and shipping information for the order.
e) After Login/Completing registration, the
checkout will move you to the “Shipping Address" step.
Step
5: Please provide a shipping address and delivery information from your
available Shipping Address list. You can also edit an existing address or Add a
New Address.
Step
6: Select your preferred Payment Method from the available payment methods -
COD/Visa/Master/Amex or bKash.
2.
Cancellation,
Return & Refund policy
2.1: CANCELLATION DUE TO PRODUCT:
Delivery
of the ordered items is subject to the availability of the products at our
vendor's depot/warehouse/store. Ekanei.com authority may cancel any order
within 4 to 5 working days if the stock of the ordered item(s) is temporarily
unavailable.
· If
the customer agrees to wait for the availability of the stock of the
product(s), the order may remain in open/processing/hold status for a maximum of
28 days.
· In
the case of clause (a), if the customer has already made an advance payment
against the order, the customer will receive a full refund, if not received any
cashback, within 1-15 working days. The received Cashback amount will be
adjusted with the refund amount.
· If
the refund amount is below Tk 500, the refund amount will be disbursed through
the bKash/Mobile Wallet account of the customer.
· If
the refund amount is below Tk 50, the refund amount will be disbursed as mobile
top-up/recharge to the customer.
· After
confirming any Order, if the order is canceled by the customer and online
payment is already made by the customer against that order, ekanei.com will
charge an Online Gateway Transaction fee while disbursing the refund amount.
· Advance
payment is required for the delivery of certain vendors' products. We may
cancel any order if the advance payment is not made by the customer for such
orders.
2.2: Refund
policy
Acceptance
of return & refund post delivery is subject to a satisfactory inspection by
our customer service team. We will investigate, mediate, and resolve your claim
with an aim to achieving a satisfactory outcome, including refunding the
purchase if necessary. For details please read our Refund Policy
2.3:
Return Policy
We
offer an exclusive return policy considering the customer needs and benefits. These
conditional return policies are solely intended for customer satisfaction. For details please read our Return Policy
3.
Shipping
and Replacement Policy
3.1
Shipping policy
Ekhanei.com
opens the doorway for everybody to shop over the Internet. Our Quality Management
Team works round the clock personally to make sure that the ordered items reach
in buyer’s hand on time. We offer our services are at your doorsteps with
affordable delivery charge through reputed courier services as well as our
in-house delivery team. We deliver products all over the Bangladesh. If there
is any modification in delivery charge for a particular item, it is mentioned
in product details.
· Order
confirmation and delivery completion are subject to product availability.
Delivery time may differ from one item to another.
· Order
after 10PM will be considered as an
order of next business day. Our business days exclude government holidays /
public holidays.
3.2
Replacement policy
We
provide great customer experience each time you shop with your ekhane.com. If
you are not satisfied with your purchase, we ensure ‘Replacement Guarantee’. We
will replace your purchased product if the product has any defect by its
manufacturer or if the product is not the same one you ordered. Please check
your products in front of riders or courier service agents to avail replacement
service.
All
you need to do is give us a call or drop an email at (-----------) within a
period of 24 hours from the date of delivery. However, please return the
product with the tags intact and in their original packaging, in an unwashed
and undamaged condition. Replacement for products is subject to inspection and
checking by Ekhanei.com team. Replacement cannot be possible if the product is
burnt, damaged or broken by customer or damaged while using by customer.
4.
Privacy
Policy
We
are very much respectful and concerned to your privacy right. Your trust is
necessary for us and our protection to your information will ensure proper
security of your information. This Privacy Policy clarifies how we gather,
utilize and own data. This Privacy Policy additionally clarifies the means we
have taken to secure your own data. For more details please go to our Privacy
Policy
How to file a complain?
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FAQ
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