Privacy Policy

At Sylhet Pet Gallery, we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, and safeguard your information when you use our website or services.

1. Information We Collect

• Personal Information: Name, phone number, email address, and shipping address when you place an order.
• Payment Information: Payment details required to complete transactions.
• Technical Information: IP address, browser type, device information, and website usage data.

2. How We Use Your Information

• To process and deliver your orders.
• To communicate with you about your purchases or inquiries.
• To improve our website, products, and services.
• To send updates, promotions, or service notifications.

3. Data Protection

We implement appropriate security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction.

4. Sharing of Information

We do not sell or trade your personal information. Your data may only be shared with trusted partners such as delivery services or payment providers in order to fulfill your order.

5. Cookies

Our website may use cookies to improve user experience and analyze website traffic. You may disable cookies in your browser settings if you prefer.

6. Changes to This Policy

Sylhet Pet Gallery may update this Privacy Policy from time to time. Any changes will be posted on this page.

7. Contact Us

If you have any questions regarding this Privacy Policy, please contact our support team.

Return, Replacement & Refund Policy

At Sylhet Pet Gallery, we are committed to providing you with high-quality products and a seamless shopping experience. We understand that sometimes things don't go as planned, and we are here to help.

1. Eligibility for Returns & Replacements

You are entitled to request a replacement or a refund if the product you received falls under any of the following categories:

• Damaged Product: If the item is physically damaged, broken, or leaking upon delivery.
• Incorrect Product: If the item delivered does not match your order (wrong size, variant, or different product).
• Expired Product: If the product delivered is past its printed expiration date.

2. Essential Conditions for Return

• Timeframe: You must report the issue within 24 to 48 hours of receiving the delivery.
• Product Condition: The product must be unused, unwashed, and in its original condition.
• Packaging: All original packaging, tags, labels, and hygiene seals (if applicable) must be intact.
• Proof of Purchase: You must provide the original invoice or order ID.
• Evidence: We recommend taking a clear unboxing video or photos of the damaged or incorrect item to speed up verification.

3. How to Request a Return or Replacement

• Contact Us: Reach our Customer Support team via phone or email.
• Provide Details: Mention your Order ID and attach photos/videos of the issue.
• Verification: Our Quality Control team will review your request within 2 working days.
• Pickup/Exchange: Once approved, we will arrange a pickup or request the item to be returned. A replacement will be dispatched if stock is available.

4. Refund Policy

• Processing Time: Refunds are processed within 7–10 working days after the returned product reaches our warehouse and passes inspection.
• Payment Method: Refunds will be issued to the original payment method (bKash, Nagad, Rocket, or Bank Transfer). COD orders will be refunded via mobile banking.

5. Shipping Charges

• Our Mistake: If the return is due to a damaged, incorrect, or expired product, Sylhet Pet Gallery will cover all shipping costs.
• Change of Mind: If you want to exchange a product for personal reasons, the customer must pay the return shipping cost.