Support Policy Page

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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