Returns & Refund Policy

We are committed to ensuring your satisfaction with every purchase, whether you shop in our physical store or online. Please read this policy carefully to understand our guidelines and procedures for returns, replacements, and refunds.

Shop Purchases (Physical Shop)

  • If a customer purchases from our physical shop:
    • The customer must check the product in front of our seller at the time of purchase.
    • After purchase, no returns or exchanges are applicable.
    • Service may be provided according to the product description and warranty terms (if applicable).

Online Orders – Defect Reporting Window

  • For online orders:
    • If any manufacturing defect or functional issue is found, the customer must notify us within 24 hours of receiving the product via hotline.
    • The product must remain unscratched, unused beyond basic checking, and must have the original box intact with packaging and accessories. If the product is scratched or the box is damaged, it will not be eligible.

Parcel Condition Rules (Mandatory)

  • If the parcel appears broken, packet-damaged, opened, wet, crushed, or suspicious, the customer is requested not to receive the product from the courier.
  • If the box appears not to be the product ordered, do not open or damage the box. If the box is opened/used/destroyed, the product will not be returnable.
  • If a customer accepts a courier-damaged parcel, the customer may bear responsibility, and complaints may not be accepted.

Defective Product Inspection and Replacement

  • If a manufacturing defect is confirmed:
    • The customer may be required to visit our shop for inspection by specialists.
    • Based on inspection, we will proceed with replacement steps where applicable, if possible.

Replacement Through Delivery Service

  • If the customer requests replacement via delivery service:
    • Inside Dhaka: Tk. 200 replacement charge
    • Outside Dhaka: Courier charge only (as applicable)

Non-Returnable / Non-Refundable Cases

The following are not eligible for return/refund:

  • Change of mind, personal preference, or compatibility issues after successful delivery without fault
  • Products missing accessories, scratched, physically damaged, or with damaged box/packaging
  • Software and software license purchases (non-returnable, non-refundable)

Refund Processing Time and Charges

  • With valid reasons and approval, refunds may be processed within 3-10 working days. Online purchase refunds may take longer depending on the processing steps.
  • Refund charges may apply for Mobile Financial Services / Online Gateway / POS refunds.
  • If the customer received cashback at payment time, the cashback amount will be deducted from the refund.

How to Initiate a Return (Online Orders)

To initiate a return for online orders, please follow these steps:

  1. Contact our Customer Support team: Contact us within 24 hours of receiving your order via:
  2. Provide Information: Provide your order number, the item(s) you wish to return, and a detailed explanation of the defect or issue. Please also attach clear photos or videos of the product and packaging.
  3. Follow Instructions: Our customer support team will guide you through the next steps, which may include visiting our shop for inspection.

Contact for Return/Refund Support

Hotline: +8801318660495

Email: support@deshizone.com.bd