Effective Date: June 2025
1. Introduction
At Sorkar Agro, we are committed to delivering the highest quality agricultural products to our customers across Bangladesh. We understand that sometimes a product may not meet your expectations or an issue may arise after delivery. This Return and Refund Policy explains in full detail the procedures, eligibility conditions, timelines, and terms under which we accept returns and issue refunds.
Our goal is to ensure that every customer is completely satisfied with their purchase. We handle every return and refund request individually, with fairness, transparency, and respect. This policy applies to all purchases made through our website sorkaragro.sorkaragrobd.com, over the phone, or through any authorized representative of Sorkar Agro.
2. Products Covered
This policy applies to all product categories sold by Sorkar Agro, including agricultural seeds and planting materials, fertilizers both organic and chemical, pesticides and crop protection chemicals, farming tools and equipment, irrigation supplies and accessories, animal feed and livestock supplements, organic compost and soil conditioners, and any other agricultural inputs sold by us.
3. Return Eligibility
Time Limit: Return requests must be submitted within 7 calendar days from the date of delivery for most products. For perishable agricultural inputs such as organic compost and biological fertilizers, the return window is limited to 48 hours from the time of delivery. For bulk or institutional orders, special return conditions may be outlined separately in the purchase agreement.
Condition of Product: To qualify for a return, the product must be in its original unused condition with all original packaging intact, not opened, mixed, diluted, or applied in any way, with all original labels, seals, and safety caps present and undamaged, and accompanied by the original purchase receipt or invoice.
Valid Reasons for Return: We accept returns when the wrong product was delivered, when the product arrived visibly damaged due to transit or packaging failure, when the product is defective or does not perform as described, when the product is past its expiry or best-before date, when the delivered quantity is less than what was ordered, or when accessories or parts promised with the product are missing.
Non-Returnable Items: The following cannot be returned under any circumstances — opened or partially used products regardless of reason, products that have been mixed with other substances or applied to crops, perishable products returned beyond the 48-hour window, products purchased on clearance or final sale, custom-ordered or specially sourced products, products returned without original packaging or documentation, and products damaged due to customer misuse or improper storage.
4. How to Initiate a Return
Step 1 — Contact Us Immediately: Contact Sorkar Agro within the eligible return window by calling 01611809345 or emailing mdfayzul8080@gmail.com. Provide your full name, order ID or invoice number, the specific product you wish to return, and a clear description of the issue.
Step 2 — Provide Evidence: For damaged, defective, or incorrect products, send clear photographs or a short video showing the problem to mdfayzul8080@gmail.com with your order details in the subject line. This helps us verify the issue quickly and process your request efficiently.
Step 3 — Return Authorization: Our team will review your request within 2 to 3 business days. If approved, you will receive a Return Authorization Number (RAN). Do not send back any product without a valid RAN, as unauthorized returns cannot be processed.
Step 4 — Return Shipment: Pack the product carefully in its original packaging, include a copy of your invoice and the RAN inside the package, and send it via a reliable courier service. If the return is due to our error such as a wrong product, damaged item, or defective product, Sorkar Agro will cover the return shipping cost. For all other approved returns, the customer is responsible for return shipping charges.
Step 5 — Inspection and Confirmation: Upon receiving the returned product, our quality control team will inspect it within 3 to 5 business days. We will notify you of the result by phone or email and proceed with a refund or replacement based on your preference.
5. Refund Policy
Refund Eligibility: Refunds are issued after a return is approved following product inspection. In clear-cut cases where photographic or video evidence strongly establishes our fault, we may issue a refund without requiring the product to be returned.
Refund Methods and Timelines:
For Mobile Banking payments via bKash, Nagad, or Rocket — the refund will be credited to your registered mobile number within 3 to 5 business days.
For Bank Transfer payments — the refund will be processed to your bank account within 5 to 7 business days.
For Cash on Delivery orders — the refund will be issued via mobile banking or bank transfer based on your preference, within 3 to 5 business days of approval.
For Online Payment Gateway transactions — the refund will be reversed to the original card or account within 7 to 10 business days, subject to your bank’s processing time.
Refund Amount: You will receive a full refund of the product price for returns approved due to our error. Original shipping charges are refunded only if the return is due to our fault. For returns that are not due to our error, a restocking fee of up to 10% of the product value may be applied at the discretion of Sorkar Agro management.
Partial Refunds: A partial refund may be issued when only a portion of delivered products are found to be defective or incorrect, or when a returned product shows minor signs of handling but is otherwise intact.
Non-Refundable Situations: Refunds will not be issued when the customer changes their mind after the product has been used, when the product was damaged due to improper storage by the customer, when the customer did not follow product usage instructions, when the return request is submitted after the eligible window, or when the returned product does not pass our quality inspection.
6. Product Replacement
Where a refund is not preferred, Sorkar Agro offers product replacement as an alternative. We can arrange a direct exchange of the defective or wrong product with the correct or undamaged item, or a replacement with a product of equivalent value if the original is out of stock. Replacement deliveries are processed within 3 to 7 business days of return approval and are free of charge when the return is due to our error.
7. Bulk and Institutional Orders
For large volume orders, special return conditions will apply as agreed in the purchase contract. We strongly recommend that buyers inspect bulk deliveries at the time of receipt and report any discrepancies within 24 hours. Our sales team will work closely with institutional buyers to resolve issues promptly and professionally.
8. Seasonal and Perishable Products
Certain seasonal products such as seeds, transplants, and bio-inputs may have specific return conditions related to planting seasons and product viability. Return claims for such products must be submitted promptly and may require additional agronomic documentation. Our agricultural experts are available to assess crop performance issues and determine fair compensation.
9. Disputes and Escalations
If you are not satisfied with the resolution of your return or refund request, you may escalate the matter by emailing mdfayzul8080@gmail.com with the subject line: Escalation Request — [Your Order ID]. All escalated cases are reviewed by senior management within 5 business days. Sorkar Agro is committed to reaching a fair and satisfactory resolution in every case.
10. Customer Responsibilities
Customers are expected to inspect all deliveries at the time of receipt and report visible damage or discrepancies immediately, store products as per the manufacturer’s guidelines, retain original packaging and documentation until fully satisfied, provide accurate and truthful information when submitting return requests, and cooperate with our customer service team during the resolution process.
11. Sorkar Agro’s Commitments
We commit to acknowledging all return requests within 1 business day, communicating clearly and promptly throughout the process, conducting fair and objective product inspections, processing approved refunds within the stated timelines, maintaining confidentiality of all customer information, and continuously improving our quality control and logistics to reduce return incidents.
12. Changes to This Policy
Sorkar Agro reserves the right to modify this Return and Refund Policy at any time. Any changes will be posted on our website with an updated effective date. Purchases made before a policy change will be governed by the policy in effect at the time of purchase.
13. Contact — Returns and Refunds
Business Name: Sorkar Agro
Email: mdfayzul8080@gmail.com
Website: sorkaragrmo.sorkaragrobd.com Phone / WhatsApp: 01611809345
Customer service is available Saturday through Thursday, 9:00 AM to 6:00 PM (Bangladesh Standard Time). We aim to respond to all inquiries within 24 hours on business days.