Warranty policy

Who honours the warranty

Warranty on the products we sell is provided by the brand, its authorised distributor in Bangladesh, or its authorised service centre — not by us as the retailer. We help you reach the right service point and we follow your claim through, but the inspection, the repair and the final decision rest with the service centre named on your warranty card.

The warranty period differs by brand, model and category. The period that applies to your purchase is the one printed on your invoice and warranty card, or shown on the product page at the time you ordered. Where those disagree, the warranty card issued by the brand governs.

Some items carry no warranty at all — consumables, and many bundled accessories. Where a product has no warranty, the product page says so.

What the warranty covers

Manufacturing defects and component failures that appear under normal domestic use, inside the warranty period. Two forms are in common use, and your warranty card will say which one you have:

• Service (repair) warranty — a faulty part is repaired or replaced free of charge for the covered period. This is the usual arrangement.
• Replacement warranty — a shorter window, normally at the very start of the period, during which a unit confirmed defective is exchanged rather than repaired.

What the warranty does not cover

A warranty covers a product that failed on its own. It does not cover a product that was damaged. The following are outside warranty on essentially every brand we carry:

• Physical damage — cracks, dents, bent frames, broken displays, ports or hinges, however it happened.
• Liquid ingress, moisture, corrosion, or damage caused by insects or rodents.
• Burn marks, and damage caused by voltage fluctuation, lightning, or an unstable power supply — including running an appliance without a stabiliser where the brand requires one.
• Misuse, accidents, dropping, overloading, or use outside the conditions set out in the product manual.
• Normal wear — batteries losing capacity over time, fading, scratches and other cosmetic ageing.
• Consumables and wear parts: filters, belts, bulbs, blades, gaskets, cables, ear tips, remotes and similar.
• Software faults, data loss, and problems caused by third-party or unofficial firmware.
• Damage arising from installation, relocation or transport by anyone the brand did not authorise.
• Fire, flood, and other natural disasters.

What voids a warranty

A warranty that would otherwise apply is void if any of the following is true:

• The warranty seal, void sticker, serial number or IMEI has been removed, altered, or is unreadable.
• The product has been opened, repaired or modified by anyone other than an authorised service centre.
• The warranty card or the original invoice cannot be produced.
• The product was bought outside Bangladesh, or is a grey-market unit not intended for sale here.

Keep the warranty card and the invoice together, and photograph both when the product arrives. A lost card is the single most common reason a valid claim cannot be made.

How to make a claim

1. 1Gather your paperwork — the original invoice (or your order number) and the warranty card.
2. 2Contact us on the hotline, WhatsApp or email with the model, the serial number or IMEI, and a short description of the fault. A photo or a short video usually saves a round trip.
3. 3We confirm whether the product is in warranty and tell you which service centre handles that brand.
4. 4Deliver the product to the service centre, or hand it to us, with the accessories the fault involves and — where the brand asks for it — the original box.
5. 5You will be given a job or service reference. Keep it: that reference is how the claim is tracked.

Back up your data before you hand a device over. A service centre may reset the product or replace its storage, and neither we nor the centre can recover what was on it.

What happens after you claim

• The service centre inspects the product and decides whether the fault is covered. That is a technical judgement made by the brand's engineers.
• If it is covered, the product is repaired free of charge. Where a repair is not possible, the brand's own policy decides the remedy — usually a replacement with the same or an equivalent current model.
• Turnaround depends on the brand and on parts availability. Straightforward repairs are often finished within a few working days; a claim waiting on an imported part can take considerably longer.
• If the product is found to be outside warranty, the centre will quote for a paid repair, and you are free to accept or decline it.

We will tell you what the service centre tells us, as soon as we have it. We will not promise you a completion date the centre has not given us.

Delivery and inspection costs

• Getting the product to the service point is the customer's responsibility, unless we have agreed otherwise with you in writing.
• Where a claim is rejected as outside warranty, the service centre may charge an inspection or handling fee. You will be told before any chargeable work begins.
• A fault that appears immediately on delivery is handled as a return, not a warranty claim — see below.

A warranty claim is not a return

A warranty claim repairs a fault. It does not refund your order or exchange a product you have changed your mind about — those are covered by our Return, Refund & Replacement policy, which runs on a much shorter window from the delivery date.

If your product arrived physically damaged, was the wrong item, or had parts missing, that is a return. Raise it under the return policy as soon as possible rather than as a warranty claim — the two are handled by different teams, and starting in the wrong place costs you days.