Return & Warranty Policy

General Policy

At Pokobai, we deliver only genuine and high-quality products. To ensure fairness for both our customers and business, please read our return & warranty terms carefully.

Return & Replacement

72-Hour Protection

Customers may request a return/replacement within 72 hours of delivery if one of the following applies:

Manufacturing defect
Product not genuine (authenticity issue)
Wrong item delivered
Product physically damaged on arrival (must be reported within 24 hours with unboxing video)

Opened Box Rule

Opened box returns are only allowed in the above cases (defect, authenticity issue, wrong item, damaged on arrival). If opened and no issue is found, the product is not eligible for return.

Unboxing Video Requirement

A complete unboxing video (from seal opening to inspection) is required for any return claim. Product must be returned with original packaging, invoice, and all accessories.

Service Hierarchy

Repair First:If the product can be repaired, Pokobai will repair it.
Replacement:If repair is not possible, Pokobai will replace the item.
Refund:If replacement stock is unavailable, Pokobai will refund the purchase value.

Warranty Policy

Warranty varies by product as mentioned in product specifications or description. After the 72-hour return window, all issues will be resolved under the product’s warranty terms. Warranty does not cover scratches, physical damage, misuse, or unauthorized repairs.

Non-Eligible Cases

The following cases are not eligible for a return or replacement:

“Change of mind” or personal dislike after opening.
Opened box without a valid issue.
Scratches, damages, or missing accessories caused by the customer.
Claims without unboxing video proof.
Issues reported after 72 hours (these will be covered under warranty instead).

Non-Returnable Items

Hygiene-sensitive items (e.g., earbuds, headphones, wearables) are returnable only if defective out of the box and supported by an unboxing video.
Discounted/Clearance items are non-returnable unless defective.

Refund Method

Refunds are issued to the original payment method (Bkash, Nagad, Card, Bank, etc.) within 7–10 working days after the decision is made. For Cash on Delivery orders, refunds will be sent via mobile banking.