Refund and Returns Policy
At eROCS, customer satisfaction is our top priority. If you face any issue with a product after receiving it (such as broken/damaged items, wrong size, defective product, or product not matching the display images), you may request a full refund under the following conditions:
Refund & Return Conditions
- You must email us at [email protected] within 48 hours of delivery to report the issue.
- The product must be returned in its original packaging and in intact condition.
- The product must be returned to the eROCS office at your own responsibility within 7 working days.
- For products with a price tag, if our listed price is higher than the actual printed price, you must email us at [email protected] within 48 hours to register a complaint. Once verified, the excess amount will be refunded via bKash within 15 working days.
- In case of advance payments (bKash / Nagad / Rocket), if the product is out of stock or the buyer cancels the order, the refund will be issued to the same account number from which the payment was made.
- Customers must check the product in front of the delivery agent before accepting it.
⚠️ Note: Refunds and replacements do not apply to promotional/offer products. Free delivery does not apply to refund or replacement cases.
Complaint & Support Policy
- Our complaint team will call you regarding your issue. Therefore, you must keep your contact number active until the issue is resolved. If your primary number is not available, a valid alternative number must be provided.
- For refunds, you must inform us of your preferred payment method.
- If we do not receive your cooperation within 15 working days (via phone or email), your complaint will be considered closed.
Important Notices
- Product delivery is subject to stock availability. In unavoidable circumstances, delivery may take longer than the promised time.
- Even after order confirmation, eROCS reserves the right to cancel any order due to unavoidable reasons. In such cases:
- For bKash refunds, the amount will be returned within 7 days after the product is returned from the courier.
- For online card payments, refunds will be processed within 15 working days.
- For bKash refunds, the amount will be returned within 7 days after the product is returned from the courier.
Contact Us
📞 Phone: +88 01915 739183
📧 Email: [email protected]
💬 Inbox: Facebook Page – eROCS