Return & Refund Policy

01Overview

This Return & Refund Policy applies to purchases made through OVRO BD at www.ovrobd.com, subject to the product-specific terms, applicable warranty conditions, and relevant laws of Bangladesh.

Return, replacement, exchange, and refund eligibility depends on the reason for the request, the condition of the product, the evidence provided, and any applicable legal rights.

02Return Eligibility

A return request may be considered in circumstances such as:

• The delivered product is defective or does not function as described.
• The product received is different from the item ordered.
• The product arrives damaged, subject to verification.
• Important components or accessories listed in the order are missing.
• A return is otherwise required under applicable law or an agreed product-specific policy.

Customers should report a problem as soon as reasonably possible after delivery. Any stated reporting period is subject to mandatory consumer rights and applicable law.

03Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact our support team and provide the order number along with a clear description of the issue.

Where reasonably available, please provide:

• Photographs or a video showing the issue.
• The product packaging, serial number, and relevant accessories.
• The invoice or order confirmation.
• Any delivery packaging evidence relevant to transit damage.

We may inspect the product or coordinate with the relevant supplier, manufacturer, courier, or service partner to determine the appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include repair, replacement, exchange, refund, or another appropriate remedy.

04Items That May Not Be Eligible for Return

Subject to applicable law and any express product-specific promise, returns may be restricted for:

• Products damaged by misuse, negligence, unauthorized modification, or improper installation.
• Products with missing parts, accessories, serial numbers, or packaging where these are necessary for verification.
• Items damaged after delivery for reasons unrelated to an original defect.
• Special-order, customized, or made-to-order products where cancellation or return restrictions were clearly disclosed and are lawful.
• Consumables, software, activated licences, or hygiene-sensitive products where a lawful and clearly disclosed restriction applies.

These restrictions do not remove any rights customers may have under applicable law, or any remedy expressly offered by OVRO BD or the manufacturer.

05How to Request a Return

Please follow these steps:

1. Contact OVRO BD Customer Support with your order number.
2. Explain the reason for the return and provide supporting photographs or videos if relevant.
3. Wait for our instructions and return authorization, where required.
4. Pack the product securely with the relevant accessories and documents.
5. Send or hand over the product using the return method agreed with our support team.
6. Allow reasonable time for receipt, inspection, and communication of the outcome.

06Refund Policy

If a refund is approved, the amount and method will depend on the order, the issue confirmed, the payment method, and applicable law.

• Refunds will be calculated based on the approved remedy and applicable order terms.
• Where practicable, refunds will be made through the original payment method or another mutually agreed lawful method.
• Processing times may depend on the payment provider or financial institution.
• Any delivery or return charges will be handled according to the reason for the return, disclosed terms, and applicable law.
• If only part of an order is eligible, the refund may relate only to the approved items or amounts.

We will communicate the refund decision and any expected processing information after reviewing the request. No fixed processing time is guaranteed unless expressly confirmed for your transaction.

07Replacement and Exchange

Where a product qualifies for replacement or exchange, we will check product availability and explain the available options.

A replacement may be the same model or, where agreed and permitted, an equivalent alternative. Any price difference must be discussed and agreed before proceeding.

If the same product is unavailable, our team will discuss reasonable alternatives or another applicable remedy with you.

08Delivery and Return Charges

Responsibility for delivery and return shipping charges depends on the circumstances, the reason for the return, any applicable offer terms, and the law.

If the issue concerns an incorrect, damaged, or defective product, contact our support team before paying any return shipping charge. We will explain the applicable arrangement.

Promotional free-delivery offers apply according to their stated terms and do not automatically determine responsibility for every return or exchange.

09Warranty and Technical Support

Products may have different manufacturer or seller warranty periods and conditions. Please refer to the product listing, invoice, warranty documentation, or written confirmation for the applicable coverage.

Warranty service, repair, and technical support are separate from a return request. A product may need to be inspected or assessed before a warranty remedy is determined.

Damage caused by unauthorized repairs, misuse, electrical issues, environmental conditions, or improper installation may be outside warranty coverage where the relevant terms lawfully exclude it.

10Order Cancellation

If you wish to cancel an order, contact Customer Support as soon as possible and provide your order number.

Cancellation may depend on whether the order has been confirmed, dispatched, customized, or delivered. If payment has already been collected, any applicable refund will be handled under the relevant order terms and applicable law.

Nothing in this section limits any cancellation rights that customers may have under applicable law.

11Complaints and Resolution

If you disagree with a return or refund decision, please contact our support team and explain your concern. Include your order number and any relevant supporting documents.

We will review the available information and communicate the next steps. Customers may also pursue remedies available through the appropriate consumer protection or legal channels in Bangladesh.

12Contact OVRO BD

For return, replacement, exchange, or refund assistance, please contact us through the following official channels: