Last updated: 16 July 2026

Shopping on Singair Mart is protected. This Buyer Protection Policy explains what we guarantee when you buy through the Platform, how to raise a claim, and how claims are resolved. It works alongside — and never reduces — your statutory rights under the Consumer Rights Protection Act 2009, the Sale of Goods Act 1930 and the Digital Commerce Operation Guidelines 2021.

1. What Buyer Protection Covers

You are protected when, having ordered and paid (or agreed to pay by Cash on Delivery) through the Platform:

• You don’t receive your order — the order is never delivered, or is marked “Delivered” but you can show you did not receive it;
• You receive the wrong item — a different product, variant, size or colour than ordered;
• The item is damaged or defective on arrival;
• The item is materially not as described — it differs from the listing’s stated specifications, contents or condition;
• The item is counterfeit — not the genuine branded product it was sold as; or
• You are due a refund that has not arrived within the promised timeline.

In each covered case you are entitled to redelivery, replacement, repair or a refund — including the delivery charge where the problem is the Seller’s fault — as appropriate to the case and your preference where the law gives you the choice.

2. What Is Not Covered

• Transactions made outside the Platform — direct deals with Sellers via phone or social media, or payments to personal bKash/Nagad numbers. Keep all ordering and payment inside Singair Mart.
• Change-of-mind returns beyond the voluntary returns programme described in the Return & Refund Policy.
• Damage caused after delivery by misuse, accident or unauthorised repair.
• Normal variations disclosed in the listing (e.g., minor colour differences due to photography).
• Claims raised after the reporting windows in section 3 without a reasonable justification.

3. How to Raise a Claim

3.1. Report within the window: for damaged, wrong, defective or counterfeit items, contact us within 72 hours of delivery (immediately, for perishables). For non-delivery, contact us any time after the estimated delivery date passes. For missing refunds, contact us once the promised refund timeline has lapsed.

3.2. Contact channels: email support@singairmart.com, call +880 1761-234567 (Sat–Thu, 9:00 AM–10:00 PM), or use the Contact page — always with your Order ID. Photographs of the parcel, label and item significantly speed up damage and wrong-item claims.

3.3. Keep the item and packaging as received until the claim is resolved; returned items must include the accessories, tags and freebies that came with them.

4. How Claims Are Resolved

4.1. We acknowledge claims within 72 hours and investigate with the Seller and the delivery record (Rider confirmation, tracking history, COD receipt). The Seller is required to respond within 48 hours; if they do not, we may decide the claim on the available evidence.

4.2. Outcomes include: redelivery of a missing parcel; replacement of a wrong/defective item (collected and re-delivered at no cost to you); repair under warranty where you prefer it; or refund — to your original payment channel for prepaid orders, or by mobile financial service transfer for COD orders — initiated within the timeline stated in the Return & Refund Policy and required by the Digital Commerce Guidelines after approval.

4.3. Counterfeit findings result in a full refund including delivery, and enforcement against the Seller under the Prohibited & Restricted Products Policy — you may keep or surrender the counterfeit item as we direct (we may need it as evidence).

4.4. If you disagree with the outcome, ask for an escalation review; a senior team member not involved in the original decision will re-examine the claim within 7 working days.

5. Fair Use

5.1. Buyer Protection exists for genuine problems. Claims that prove fraudulent — false non-receipt claims, returning a different or swapped item, or damaging an item to force a refund — result in claim denial, recovery of amounts refunded, loss of COD or Buyer Protection privileges, account termination and, where appropriate, referral to law enforcement.

5.2. We may reasonably limit protection for accounts with an abnormal pattern of claims, after individual review and with notice.

6. Your Statutory Rights

6.1. Nothing in this Policy limits your rights as a consumer. If you are dissatisfied with our resolution, you may complain to the Directorate of National Consumer Rights Protection (DNCRP) under the Consumer Rights Protection Act 2009 — hotline 16121 or the DNCRP online complaint system — within the statutory time limit. Successful DNCRP complaints can result in compensation orders; a portion of any administrative fine may be awarded to the complainant under the Act.

6.2. You may also pursue remedies in the ordinary courts, or through arbitration where agreed, as described in the Terms & Conditions.

7. Our Promise

Every order on Singair Mart comes with real people behind it — our support team, our Riders and our Sellers. If something goes wrong, tell us once, keep your Order ID handy, and we will own the problem until it is resolved.