Returns Policy

SECTION 1 — SCOPE AND APPLICABILITY

1.1 This Return Policy applies exclusively to products purchased directly from ATOZ Bangladesh through its official channels: atoz-bd.com, the official Facebook Page, the official Facebook Group, or via WhatsApp (01717734737). Products purchased through any third-party platform, unauthorized reseller, or unofficial channel are not covered under this policy, and ATOZ Bangladesh assumes no obligation in respect thereof.

1.2 By completing a purchase from ATOZ Bangladesh, the Customer expressly acknowledges and accepts the terms of this Return Policy. No claim for return shall be entertained unless all conditions stated herein have been strictly complied with.

SECTION 2 — ELIGIBLE GROUNDS FOR RETURN

2.1 A return request may be initiated only under the following strictly defined circumstances:

(a) Dead on Arrival (DOA): The product is found to be entirely non-functional upon first use or at the time of unboxing, with no evidence of physical mishandling by the Customer.

(b) Wrong Product Delivered: The product received by the Customer materially differs from the product ordered in terms of model, color, or variant, as confirmed by ATOZ Bangladesh’s internal order records.

(c) Physical Damage During Transit: The product sustained visible external damage during shipping, provided that such damage was not present at the time of dispatch and is corroborated by photographic or video evidence.

2.2 Return requests arising from any grounds other than those explicitly enumerated in Section 2.1 above shall not be entertained under any circumstances. Specifically, the following shall not constitute valid grounds for return under this policy:

• Change of mind, personal preference, or dissatisfaction not related to a material defect.
• Incompatibility of the product with other devices, software, or platforms not specified by ATOZ Bangladesh as compatible.
• Cosmetic variations in color, shade, or finish that are within reasonable manufacturing tolerances.
• Damage resulting from Customer misuse, mishandling, or failure to follow product usage instructions.

SECTION 3 — TIME LIMIT FOR RETURN REQUESTS

3.1 All return requests must be formally communicated to ATOZ Bangladesh within 3 (three) calendar days of the date of product delivery. The date of delivery shall be determined based on courier tracking records or, in the case of direct Cumilla delivery, the confirmed handover date.

3.2 Return requests received after the 3-day window shall be categorically rejected without exception. ATOZ Bangladesh shall not be liable to entertain late return requests regardless of the circumstances cited by the Customer.

SECTION 4 — DOCUMENTATION AND EVIDENCE REQUIREMENTS

4.1 All return requests must be accompanied by the following mandatory documentation:

• Clear photographs or unboxing video evidence clearly showing the defect, damage, or discrepancy.
• Original order confirmation details (order number, date, product description).
• Intact original product packaging, all included accessories, manuals, and warranty card (if applicable).
• The warranty sticker on the product must be fully intact and undamaged.

4.2 Failure to provide any of the above documentation within the stipulated time frame shall render the return request invalid and ineligible for processing. ATOZ Bangladesh shall not be obligated to request or remind Customers to submit missing documentation.

SECTION 5 — NON-RETURNABLE PRODUCTS

5.1 The following categories of products are strictly non-returnable under all circumstances:

• Cables, data connectors, and charging adapters, unless confirmed as Dead on Arrival.
• Earphones and in-ear audio products, in the interest of hygiene.
• Products from which the original packaging has been opened and discarded.
• Products with a tampered, removed, or damaged warranty sticker.
• Products that have been physically altered, repaired, or serviced by any party other than an authorized service center.
• Products showing evidence of water, moisture, or liquid exposure.
• Products damaged through user negligence, improper storage, electrical surge, or unauthorized voltage input.

SECTION 6 — RETURN PROCEDURE

6.1 Upon identifying a valid ground for return as per Section 2, the Customer shall initiate the return process as follows:

Step 1: Contact ATOZ Bangladesh within 3 days via WhatsApp (01717734737) or Facebook Inbox, providing a written description of the issue along with photographic or video evidence.

Step 2: ATOZ Bangladesh shall review the submitted evidence and communicate a decision within 48 business hours. ATOZ Bangladesh’s decision regarding eligibility shall be final and binding.

Step 3: If the return is approved, ATOZ Bangladesh shall provide the Customer with the designated product collection or drop-off address in Cumilla. The Customer shall bear the cost of returning the product to ATOZ Bangladesh, except in cases where the return is solely due to ATOZ Bangladesh’s error (i.e., wrong product dispatched).

Step 4: Upon receipt and physical inspection of the returned product, ATOZ Bangladesh shall determine the appropriate resolution, which may include repair, replacement, or refund, subject to the applicable policy.

6.2 Products sent to ATOZ Bangladesh without prior approval and without a valid return authorization shall not be accepted and shall be returned to the sender at their expense. ATOZ Bangladesh shall bear no liability for products sent without authorization.

SECTION 7 — RESOLUTION OUTCOMES

7.1 Subject to the outcome of physical inspection, ATOZ Bangladesh shall at its sole discretion determine whether an approved return is resolved through:

• Replacement: Provision of an identical or equivalent product, subject to availability.
• Repair: Facilitation of product repair through an authorized service center.
• Refund: Issuance of a refund as per the Refund Policy stated herein.

7.2 ATOZ Bangladesh does not guarantee replacement with the exact same product variant if that variant is out of stock at the time of resolution.

Refund Policy

SECTION 1 — ELIGIBILITY FOR REFUND

1.1 Refunds shall be issued by ATOZ Bangladesh only under the following strictly defined conditions:

(a) An approved return request has been processed and the returned product has passed physical inspection at ATOZ Bangladesh’s premises, and no suitable replacement product is available.

(b) An order has been confirmed by the Customer but has not yet been dispatched, and the Customer submits a cancellation request within the cancellation window specified in Section 3 below.

(c) ATOZ Bangladesh cancels an order due to confirmed product unavailability after advance payment has been received from the Customer.

1.2 Refunds shall not be issued under any circumstances for:

• Returned products that fail physical inspection due to Customer-induced damage.
• Products with missing components, accessories, or packaging at the time of return.
• Orders cancelled after dispatch.
• Dissatisfaction based on subjective personal preference that does not constitute a product defect.
• Delayed delivery due to courier partner delays or force majeure events.

SECTION 2 — REFUND METHODS

2.1 All approved refunds shall be processed exclusively through the following methods:

2.2 Cash refunds shall not be issued under any circumstances, including for Cash on Delivery orders. In the case of a COD order where a refund becomes applicable (e.g., a product is returned after COD payment for an ATOZ error), refund shall be processed via bKash or Nagad to the number associated with the Customer’s order.

2.3 Refunds shall only be issued to the payment source or contact number used at the time of the original transaction. ATOZ Bangladesh shall not process refunds to third-party accounts or alternative numbers without formal written verification of identity.

SECTION 3 — ORDER CANCELLATION AND PRE-DISPATCH REFUND

3.1 A Customer may request cancellation of a confirmed order without penalty only if the cancellation request is communicated to ATOZ Bangladesh prior to dispatch of the product. Once a product has been dispatched, cancellation is not permissible, and the Customer shall be required to accept delivery and follow the return process if applicable.

3.2 For advance payment orders, the full advance amount shall be refunded within the timeline specified in Section 4 upon confirmed pre-dispatch cancellation.

SECTION 4 — REFUND PROCESSING TIMELINE

4.1 Upon formal approval of a refund by ATOZ Bangladesh, the refund shall be processed within 3 to 5 (three to five) working days from the date of approval. The Customer shall be notified via the contact number on file once the refund has been initiated.

4.2 ATOZ Bangladesh shall not be held responsible for delays in the crediting of refund amounts that are attributable to the processing timelines of mobile financial service providers or banking institutions.

SECTION 5 — PARTIAL REFUNDS

5.1 ATOZ Bangladesh reserves the right to issue a partial refund in lieu of a full refund under the following circumstances:

• The returned product is received without its original packaging, thereby diminishing its resale value.
• One or more accessories included with the original product are not returned.
• The product shows signs of use that were not disclosed at the time of return initiation.

5.2 The amount of partial refund shall be determined solely at the discretion of ATOZ Bangladesh based on the condition of the returned item and shall be communicated to the Customer before processing.