At DhakaShop.com, we believe in promoting a safe trading environment and a community of genuine buyers and sellers. Most transactions on DhakaShop.com are hassle-free and smooth. In rare cases where buyers face genuine problems with the sellers, DhakaShop.com assists them through the Buyer Protection Program.

If the seller is found guilty of defrauding the buyer, his DhakaShop.com account shall be deactivated (blacklisted) and DhakaShop.com shall charge the seller with the value of the order/winning price and an additional penalty of 20%. Further, DhakaShop.com reserves the right to recover the dues and take strict legal action (including initiating criminal proceeding) against the seller.

Any person who, knowingly and with intent to injure, defraud or deceive, files a Buyer Protection Complaint containing false, incomplete, or misleading information will be liable for criminal proceedings.

Buyer Protection Criteria

Buyer Protection Coverage

Buyer Protection Eligibility

Items not covered in Buyer Protection

Documents / Information Needed

Steps to claim Buyer Protection

Do I need to pay DhakaShop.com to be in Buyer Protection Program

Buyer Protection Form


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Buyer Protection Criteria

A buyer can seek protection under the Buyer Protection Program only if:

1. He has made payment for an item and has never received it.
2. He has received an item that is significantly lower in value as compared to what was described.
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Buyer Protection Coverage

DhakaShop.com Buyer Protection covers buyers up to Tk. 5,000.00 per item or the value of the order/winning price, whichever is lower.

Example:
If the value of your item is Tk. 5500, you will receive Tk. 5000 as compensation. If the value of your item is Tk. 3,000, you will receive Tk. 3,000 as compensation.

Every buyer can file only 3 complaints over a one-year period commencing 1st January each year.

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Buyer Protection Eligibility

1. The item should have been purchased on www.dhakashop.com only and reflects in the buyer`s records at DhakaShop.com. This specifically excludes any items purchased offline from sellers on DhakaShop.com even if the seller`s contact was established through a previous transaction on DhakaShop.com..
2. A problem should have been lodged on DhakaShop.com using the online dispute form.

In case of Warranty or Money back guarantee the problem has to be lodged within the stipulated warranty / guarantee period or within 60 days of purchase whichever earlier.
In case of faulty or defective or wrong item the problem to be reported within 7 days of reciept of the item.
3. The purchased item should be legal and in accordance with the User Agreement on DhakaShop.com.
4. Payment should have been made to the seller for the item.
5. No more than 2 previous Buyer Protection claims should have been filed by the buyer in any calendar year starting on January 1st of each year.
6. All documents / proof required for Buyer Protection should have been sent to the Buyer Protection Cell within 45 days of lodging the problem.

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Items not covered in Buyer Protection

  • Any item that is paid for using cash (except where Cash on Delivery proof is provided from a Courier Company and the address of the buyer is as mentioned in the order/baazee ID), pick up in person or by authorised representative.
  • Wrong items or items in lower value as described & purchased under cash on delivery payment option.
  • Items picked up in person or by an authorised representative.
  • Items damaged or lost in courier/post.
  • Double or over payment.
  • Any excess payment made besides what is mentioned in the order/winning price.
  • Faulty or non-working secondhand items.(Secondhand items can be covered under buyer protection only if the buyer has made the payment and has not recieved the product).
  • Any item that has been altered, repaired, discarded or resold and not in the same condition as was recieved.
  • Any payment made to a third party account or any other account other than the third party seller's details as mentioned in the order placed mail or in the seller's details on the DhakaShop.com site.
  • Product color and shades not bieng of choice.
  • Any orders not visible in the buyer's records at DhakaShop.com.

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    Documents / Information Needed

    1. The Buyer protection form duly filled and signed by you. Click here for the form.

    2. Copies of all your correspondence with the seller to resolve the problem(at least 2 emails).

    3. Proof of payment made by you. Given below are the documents required based on the payment method.

    In case of payments by Cheques:
    A photo copy of the cheque
    Pay-in slip with the seller as the payee stamped by the bank
    A copy of the your bank statement indicating that the payment has been made.

    In case of payments by Demand Drafts:
    A photocopy of the Demand Draft drawn in the sellers name
    Receipt of the Demand Draft

    In case of payments by Credit Card/Online Bank Transfer through any online payment system:
    Order ID, provided your payment is successful.
    In case of payments by Cash on Delivery:
    Proof of delivering cash by the courier company to the address of the seller as specified on the site.

    4. In case of defective items you may be required to forward it to DhakaShop.com team for inspection. The item must not be altered, repaired, discarded or resold and must be in the same condition as was received.
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    Steps to claim Buyer Protection

    1. First, try to communicate with your seller directly. Many problems are just simple misunderstandings, so try and solve all issues with the seller. To contact the seller, just go to your 'Closed Auctions' to see the contact details of the seller.


    2. If you are still unable to contact the seller and resolve the issue, go through the Buyer Protection Eligibility criteria thoroughly to understand how you can qualify for the DhakaShop.com Buyer Protecion Program.


    4. Once you lodge the problem, we will forward it to the seller and give him 10 days to resolve the problem. If he/she fails to do so, DhakaShop.com will intervene and help you out in the resolution of your problem. Even after all this, if the problem remains unresolved and DhakaShop.com concludes that the seller is at fault, you will then be covered under Buyer Protection, based on the policies.


    5. Once DhakaShop.com decides to cover you under the buyer protection program submit all the requisite documents to the buyer protection cell.

    Buyer Protection Form


    Do I need to pay DhakaShop.com to be in Buyer Protection Program

    No you do not need to pay DhakaShop.com to be in Buyers Protection Program.

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