Refund Policy

Effective Date: 14th July, 2025

At Source, customer satisfaction is important to us. We strive to ensure that our handmade products meet the highest standards of craftsmanship and quality. However, if you are not completely satisfied with your purchase, we offer refunds in accordance with the policy below.

This Refund Policy complies with the relevant provisions of the Digital Commerce Operation Guidelines 2021, which govern return, refund, and complaint resolution procedures for online transactions in Bangladesh.

Eligibility for Refund

A customer may request a refund under the following conditions:

  • Damaged or defective product received
  • Wrong item delivered
  • Product not matching the images shown on our website

To be eligible:

  • The product must be unused and in original condition
  • The request must be made within 24 hours of receiving the item

 

Refund Not Applicable

Refunds will not be issued in the following cases:

  • Change of mind after delivery
  • Minor variations in color, texture, or pattern due to the handmade nature of products
  • Late complaints (after 24 hours of delivery)
  • Damage caused by mishandling or misuse by the customer
  1. How to Request a Refund

To initiate a refund, please contact our support team via:

  • Email: source@prokritee.com
  • Phone: +880 17*******

 

Provide the following details:

  • Order ID
  • Reason for refund
  • Supporting images of the issue (in case of defective/damaged items)

We may request the item to be returned to us before processing a refund. In such cases, the return shipping cost will be borne by Source if the fault is on our part, or else the customer will be bound to bear the shipping or any related cost.

 

Refund Method & Timeline

Once your refund request is approved:

  • Refunds will be issued to the original payment method through the payment gateway: SSL Commerz (e.g., bKash, Nagad, bank account)
  • If Cash on Delivery (COD) was used, we will request your mobile wallet/bank details
  • Refunds will be processed within 7–10 working days of approval (provided by SSL Commerz Payment Gateway)

 

Order Cancellations

You may cancel your order before it is dispatched by contacting us. Once the item has been shipped, cancellation is no longer possible and the regular return/refund process will apply.

 

Exchange Option

If you prefer an exchange instead of a refund, we are happy to accommodate it if the replacement product is in stock.

 

Legal Reference

This Refund Policy is developed in accordance with:

  • Digital Commerce Operation Guidelines 2021, Chapter 7 (Consumer Protection)
  • The Consumer Rights Protection Act, 2009, especially Section 45 (Compensation for harm or loss caused by defective goods)

 

Contact Us

For any issues related to refunds or returns, please reach out to:

Source (by Prokritee)
Email: source@prokritee.com
Phone: +880 17******
Office Hours: 10:00 AM – 8:00 PM (Friday – Wednesday)
Address: 1/1 Asad Avenue, Mohammadpur, Dhaka 1207, Bangladesh.