Return and Refund Policy

Last Updated: December 21, 2024

At Charchokh, we want you to be completely satisfied with your purchase. If you are not happy with your eyewear products, we offer returns and refunds under the conditions mentioned below.

1. Return Period

  • You can return products within 7 days from the date of delivery
  • Returns must be requested within this 7-day period
  • After 7 days, we cannot accept returns or offer refunds

2. Conditions for Returns

Your product must meet the following conditions to be eligible for return:

Acceptable Conditions:

  • Product is unused and in original condition
  • Product has all original packaging, tags, and accessories
  • Product has not been damaged or altered
  • Product was purchased from charchokh.com

We CANNOT accept returns if:

  • The 7-day return period has passed
  • Product has been used or worn
  • Product is damaged due to misuse or neglect
  • Original packaging is missing or damaged
  • Product was a special order or customized item (prescription lenses made to order)
  • Protective films or stickers have been removed from lenses

3. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Prescription lenses that were custom-made according to your prescription
  • Contact lenses (if we sell them in future)
  • Products marked as “Final Sale” or “Non-Returnable”
  • Products purchased during special promotional sales (unless defective)

Note: Defective or damaged items can always be returned regardless of the above conditions.

4. Damaged or Defective Products

If you receive a damaged, defective, or wrong product:

Immediate Action Required:

  • Inform us within 24 hours of receiving the product
  • Contact us via phone or email with your order number
  • Provide clear photos of the damaged/defective product
  • Provide photos of the product packaging

We Will:

  • Arrange for product return at no cost to you (we pay return shipping)
  • Inspect the returned product
  • Offer a replacement or full refund
  • Process your request as quickly as possible

5. How to Return a Product

Follow these simple steps to return a product:

Step 1: Contact Us

  • Call us at: +8801722055765
  • Email us at: charchokh095@gmail.com
  • Provide your order number and reason for return

Step 2: Wait for Approval

  • Our team will review your request
  • We will confirm if your return is approved
  • We will provide return instructions

Step 3: Pack the Product

  • Pack the product securely in its original packaging
  • Include all accessories, tags, and documents
  • Make sure the product is protected during shipping

Step 4: Send the Product

  • For damaged/defective items: We will arrange pickup (no cost to you)
  • For other returns: You may need to send the product to our address
  • Keep the shipping receipt for tracking

Step 5: Confirmation

  • Once we receive the returned product, we will inspect it
  • We will inform you about the status of your return
  • Refund will be processed if approved

6. Return Shipping Costs

If product is damaged or defective:

  • We will bear all return shipping costs
  • We will arrange pickup from your address

If you are returning for other reasons:

  • You will need to bear the return shipping costs
  • You are responsible for safely shipping the product back to us

7. Refund Process

Once your return is approved and we receive the product:

Refund Timeline:

  • Refunds will be processed within 7 to 10 working days
  • The refund period starts after we receive and inspect the returned product

Refund Method:

  • If you paid online (SSLCommerz): Refund will be sent to your original payment method
  • If you paid Cash on Delivery: Refund will be sent via bank transfer (provide your bank details)

Please Note:

  • It may take additional 3-5 business days for the refund to appear in your account
  • Bank processing times may vary
  • We will notify you once the refund is processed

8. Exchanges

Currently, we do not offer direct product exchanges. If you want a different product:

Process:

  • Return the original product following our return process
  • Place a new order for the product you want
  • Refund for the returned product will be processed separately

9. Cancellation Policy

Before Product is Shipped:

  • You can cancel your order anytime before it is shipped
  • Contact us immediately with your order number
  • Full refund will be processed within 7-10 working days

After Product is Shipped:

  • You cannot cancel once the product is shipped
  • You will need to follow the return process after receiving the product

10. Wrong Product Delivered

If we delivered the wrong product by mistake:

  • Contact us immediately within 24 hours
  • We will arrange for return pickup at no cost
  • We will send you the correct product
  • Or provide a full refund if you prefer

11. Inspection of Products

We Recommend:

  • Inspect your product immediately upon delivery
  • Check for any damage or defects before accepting
  • Report issues to the delivery person if possible
  • Contact us within 24 hours if you notice any problems

12. Prescription Verification

For prescription eyewear:

  • Please verify your prescription is correct when ordering
  • We make lenses according to the prescription you provide
  • Custom-made prescription lenses cannot be returned unless defective
  • Double-check your prescription details before placing an order

13. Refund for Order Cancellation by Us

If we cancel your order due to:

  • Product unavailability
  • Inability to deliver to your area
  • Any other reason from our side

You Will Receive:

  • Full refund within 7-10 working days
  • Notification via SMS or email
  • Refund to your original payment method

14. Partial Returns

If you ordered multiple items:

  • You can return individual items from your order
  • Return conditions apply to each item separately
  • Refund will be calculated for returned items only
  • Delivery charges may not be refunded for partial returns

15. Contact Us for Returns

For any return or refund queries, contact us:

Charchokh

  • Website: www.charchokh.com
  • Email: charchokh095@gmail.com
  • Phone: +8801722055765
  • Address: Shop No. 13, Level 2, Rakeen Tower, Bijoy Rakeen City. Mirpur-15, Dhaka, Bangladesh
  • Trade License: TRAD/DNCC/036437/2024

Customer Service Hours:

  • 10am – 11pm

You can also visit our shop in person to discuss returns.

16. Important Notes

  • Return and refund requests must be made within the specified timeframes
  • All returned products are subject to inspection
  • We reserve the right to reject returns that don’t meet our conditions
  • Refund timelines are estimates and may vary due to bank processing times
  • This policy is subject to change; updated policy will be posted on this page

17. Your Satisfaction is Important

We strive to provide quality products and excellent service. If you face any issues with your purchase, please contact us. We will do our best to resolve your concerns fairly and quickly.

Thank you for shopping at Charchokh!

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