Effective Date: 01 January 2026

This Refund, Return, and Exchange Policy (“Policy”) governs all digital products, physical products, and subscription services sold through Etokom Subscriptions (“Etokom”, “we”, “us”, or “our”).

By placing an order on Etokom Subscriptions, you acknowledge that you have read, understood, and agreed to this Policy.

1. Definitions

Digital Product
Any software, subscription, online tool, streaming service, or digital content that is electronically delivered.

Product
Any tangible or intangible item, whether digital or physical, offered for sale on Etokom Subscriptions.

Subscription Services / Products
Services that provide ongoing or time-based access to digital resources, either through a one-time or recurring payment.

Refund
A refund refers to the repayment of money for a product or service that was purchased but not delivered, not as described, or otherwise eligible under this Policy.

Return
A return refers to the process of sending back a physical product to Etokom. A return may or may not result in a refund.

Exchange
An exchange refers to replacing a purchased product with another product of equal or lower value, subject to eligibility.

Important Note:
Certain digital products and subscription services may be marked as “No Refund”. In such cases, customers may not have a legal or contractual right to a refund.

2. Eligibility for Refund, Return, and Exchange

Refunds, returns, or exchanges will be considered only under the following circumstances:

  • The ordered product or service is out of stock or unavailable
  • The delivered product does not match the description provided on Etokom Digital Subscriptions marketplace
  • The product or service fails to be delivered within the promised timeframe
  • The delivered product is invalid, defective, or unusable
  • The product or service remains undelivered beyond the committed delivery period
  • Billing errors or unauthorized charges are identified and verified

3. Physical Product Refunds and Returns

  • Returns are applicable only for physical products received in a damaged condition
  • Customers must provide a clear and complete unboxing video as proof
  • If the physical product is unavailable in stock:
    • Customers may choose between a refund or an exchange, subject to availability

4. Non-Refundable, Non-Returnable, and Non-Exchangeable Cases

Refunds, returns, or exchanges will not be applicable in the following situations:

  • Orders that have been successfully placed and confirmed
    • However, if the product is not yet confirmed, customers may request an exchange of equal or lower value
  • Activated, redeemed, or used digital products or subscriptions
  • Issues caused by user error, misuse, or negligence
  • Subscription cancellations after usage has started
  • Requests that violate product-specific rules stated at the time of purchase

5. Understanding Product-Specific Rules

Customers are strongly advised to carefully review and understand the specific rules, limitations, and conditions mentioned on each product page before placing an order.

Once a purchase is completed, claims or disputes outside the stated product rules will not be entertained.

6. Refund, Return, and Exchange Process

6.1 Required Documentation

To initiate a request, customers must provide valid proof of purchase, including but not limited to:

  • Order number
  • Transaction ID
  • Registered email address
  • Phone number
  • Customer name

6.2 Request Timeline

  • Refund, return, or exchange requests must be submitted within 24 hours of placing the order
  • If a subscription has been partially used, charges for the used period may be deducted from the refundable amount

6.3 Refund Processing Time

  • Refunds via Mobile Financial Services (MFS) such as bKash, Nagad, Rocket (Send Money), or bKash Merchant Gateway may take 1 to 7 business days
  • Refunds via SSLCommerz Payment Gateway may take 7 to 10 business days

6.4 MFS Charges

  • If the refund is issued due to an issue caused by Etokom, all applicable MFS fees will be borne by Etokom
  • Otherwise, MFS charges will be deducted from the refund amount and borne by the customer

7. Chargebacks

Unauthorized chargebacks or disputes raised directly with banks or payment providers without contacting Etokom first may result in account suspension or permanent restriction.

Customers are strongly encouraged to resolve all refund-related concerns directly with Etokom support.

8. Policy Updates

Etokom reserves the right to modify, update, or amend this Refund, Return, and Exchange Policy at any time without prior notice.

Any changes will be effective immediately upon publication on Etokom Digital Subscriptions marketplace. Continued use of our services indicates acceptance of the updated Policy.

9. Contact Us

For refund, return, or exchange requests, please contact us through our official Contact Us page on Etokom Digital Subscriptions marketplace or via our designated support channels.

By placing an order on etokom.com, you agree to comply with and be bound by this Refund, Return, and Exchange Policy.