Last Updated: August 24, 2026
At SmartGen BD, we want you to shop with confidence. If there is an issue with your order or product, we aim to make the refund process simple, fair, and convenient.
You may be eligible for a refund if:
You received a damaged or defective product.
You received the wrong product or an item that does not match your confirmed order.
Your order was cancelled by SmartGen BD because the product is unavailable after payment.
Your return request has been approved according to our return policy.
The product has a verified issue that qualifies for a refund.
Refund eligibility may depend on the condition of the product and the circumstances of the request.
If you believe your order qualifies for a refund, please contact our customer support team as soon as possible.
When contacting us, please provide:
Your Order ID.
Customer name and phone number.
Product name.
A description of the issue.
Photos or videos showing the damage, defect, or incorrect product, where applicable.
Our support team may review the information and request additional details before approving a refund.
Contact us:
Email: support@kenabox.com
Phone: +8801703379667
Customers should check the product after receiving the order.
If you receive a damaged, defective, or incorrect product, please contact SmartGen BD promptly so that we can investigate the issue and determine the appropriate solution.
Depending on the situation, we may offer:
Product replacement.
Product exchange.
Partial refund.
Full refund.
For eligible refunds, the refund method may depend on the original payment method and the circumstances of the order.
For Cash on Delivery (COD) orders, SmartGen BD may request the customer’s mobile banking or other suitable payment details to process the approved refund.
For prepaid orders, refunds may be processed through the applicable original payment method or another mutually agreed method.
Once a refund has been approved, we will initiate the refund process as soon as reasonably possible.
The time required for the refund to reach you may vary depending on the payment method, banking or mobile financial service provider, and other processing requirements.
Customers may be contacted if additional information is required to complete the refund.
If only part of an order qualifies for a refund, SmartGen BD may issue a refund for the eligible product or portion of the order.
For example, if an order contains multiple products and only one product is confirmed to be defective or incorrect, the refund may apply only to that specific product.
A refund may not be approved when:
The product has been damaged due to misuse or improper handling.
The product has been modified or repaired without authorization.
Damage occurred after delivery due to customer negligence.
The customer cannot provide sufficient information to verify the issue.
The product is returned without prior approval where approval is required.
The issue does not meet the applicable return, replacement, or warranty conditions.
Whether delivery charges are refundable will depend on the reason for the refund and the circumstances of the order.
If the issue is caused by SmartGen BD, such as an incorrect or defective product, we may consider refunding applicable delivery charges.
Delivery charges may not be refundable when the return or cancellation is due to customer preference or circumstances outside SmartGen BD’s responsibility.
If you wish to cancel an order before it is dispatched, please contact us as soon as possible.
Once an order has been shipped, cancellation may no longer be possible, and the request may need to be handled according to our return and refund process.
To protect our customers and prevent fraudulent refund claims, SmartGen BD reserves the right to verify the order and product issue before approving a refund.
We may request photographs, videos, order details, or other relevant information for verification.
Our customer support team is available to help you with questions about refunds, returns, exchanges, and product issues.
SmartGen BD
Email: support@kenabox.com
Phone: +8801703379667
Location: Rangpur, Bangladesh
We appreciate your trust in SmartGen BD and are committed to providing a reliable and convenient shopping experience.
