Returns, Refunds & Warranty

1. Damaged, faulty or wrong items

Please check your order in front of the delivery person. If the package is visibly damaged, you can refuse it.

If you find a problem after accepting the delivery (an item is damaged in transit, does not work on arrival, is missing, or is not what you ordered), contact us within 48 hours of delivery with:

• your order number;
• a description of the problem; and
• photos or a short video showing the item, its packaging and the problem. An unboxing video is very helpful for damage claims.

Once we have confirmed the problem, we will replace the item or, if a replacement is not available, refund it in full, including the delivery charge. We arrange and pay for collection of the faulty item.

Faults that appear after the first 48 hours are handled under the product's warranty.

2. Change-of-mind returns

If you change your mind, you can return most items within 7 days of delivery, as long as the item is:

• unused, and has not been installed, mounted, wired or connected to power;
• in its original, unopened packaging, with any seals intact; and
• complete, with all accessories, manuals, warranty cards and the invoice.

For change-of-mind returns, you pay the cost of sending the item back. The original delivery charge is not refunded. We inspect returned items before approving a refund. If an item comes back used, damaged or incomplete, we may refuse the return or deduct a reasonable amount for the loss in value.

Items that cannot be returned for change of mind

For safety and hygiene reasons, or because they are made to order, these items can be returned only if they are damaged, faulty or wrong:

• cables, fibre and wire cut to a length you requested;
• special-order items, items ordered specifically for you on a quotation, and custom-configured systems;
• products that have been installed, mounted, wired or used;
• batteries that have been opened, connected or charged;
• software, licences, subscriptions and devices that have been activated or registered;
• opened consumables such as connectors, crimps, cable ties and lugs; and
• clearance items clearly marked as final sale.

3. How to return an item

1. Contact us by phone or email with your order number and the reason for the return. Please do not send items back without contacting us first.
2. We will confirm whether the return is accepted and how to send it. Inside Dhaka we may arrange a pickup. Elsewhere you may need to send it by courier to the address we give you.
3. Pack the item securely in its original packaging. You are responsible for change-of-mind items until they reach us, so we recommend a trackable courier.
4. We inspect the item, usually within 3 working days of receiving it, and tell you the outcome.

4. Refunds

Once a return or cancellation is approved, we send your refund within 10 working days:

Banks and payment providers may take a few extra days to show the money in your account after we send it.

If you cancel a prepaid order before it is dispatched, or we cancel your order, you get a full refund including the delivery charge. Unpaid online orders that are cancelled automatically have nothing to refund.

5. Warranty

Most products come with a manufacturer's or brand warranty. Where known, the warranty period is given in the product's description or specifications. If it isn't shown, ask us before you order and we will confirm it. Some products, such as solar panels, have separate warranties for materials and for power output.

Making a claim

1. Contact us with your order number or invoice, the product's serial number, and a description of the fault.
2. We may help you troubleshoot first, as many problems can be solved over the phone.
3. If needed, bring or send the product to us, or we may arrange an inspection on site for installed systems. We forward the claim to the manufacturer or its authorised service centre.
4. The manufacturer decides whether to repair or replace the product under their warranty terms. How long this takes depends on the manufacturer. We will keep you updated.

Please keep your invoice, warranty card and the product's serial number label, as these are needed for warranty claims.

What the warranty does not cover

• physical damage, water or liquid damage, burns, or damage from dropping or crushing;
• damage from lightning, power surges, unstable voltage or incorrect wiring, unless the product is designed to protect against it;
• installation, repair or modification by anyone other than us or the manufacturer's authorised service centre;
• use outside the manufacturer's instructions or ratings, such as overloading an inverter or deep-discharging a battery beyond its limits;
• products with removed, altered or unreadable serial numbers or warranty stickers;
• normal wear and tear, cosmetic marks, and the gradual loss of battery capacity or panel output within the manufacturer's stated limits; and
• loss of data, settings or configuration on network devices.

6. Installation work

If we installed your system and you notice a problem with our workmanship (for example a loose connection, poor cable termination or a mounting issue), tell us within 30 days of installation and we will fix it at no charge. Any longer workmanship guarantee given in your quotation or installation agreement also applies.

7. Your legal rights

This policy is in addition to your rights under the Consumer Rights Protection Act, 2009 and other laws of Bangladesh. It does not take away any right you have by law.

Contact us

Questions about this policy can be sent to Procomm Technologies:

• Phone: +880241100300
• Email: info@procomtech.net
• Address: 188, Kajolshah, MAG Osmani Medical Road, Sylhet-3100, Bangladesh