Return & Refund Policy
MacZen BD
Dear Valued Customer, at MacZen BD, we are committed to ensuring your complete satisfaction with every purchase. Please review our Return and Refund Policy carefully before making a purchase.
In-Store Purchases
Customers purchasing products in-store are kindly requested to thoroughly inspect the product in the presence of our sales representative before completing the purchase. Once you have left our store, the product will no longer be eligible for exchange. Any subsequent issues will be handled in accordance with the applicable warranty terms provided at the time of purchase.
Online Orders — Manufacturing Defects
If you receive a product through an online order and notice any manufacturing defect or fault upon delivery, you must notify us within 24 hours via our hotline. Requests raised after this window will not be considered for replacement.
If a manufacturing defect is confirmed, you are welcome to visit any of our stores, where our technical specialists will assess the product and take the appropriate steps toward a replacement if deemed necessary.
Replacement via Delivery Service
Should you prefer to have your defective product replaced through our delivery service rather than visiting a store in person, the following charges apply:
- Within Dhaka: A replacement handling fee of BDT 300 is applicable.
- Outside Dhaka: Only the standard courier charge will apply.
Please note that if a product is received in a broken, burnt, or physically damaged condition, full liability rests with the customer, and no complaint or claim will be entertained in such cases.
Non-Returnable & Non-Exchangeable Items
If you have purchased a product from our website after reviewing its full description and specifications, and the product is delivered to you in proper working condition without any manufacturing defect, it will not be eligible for return or exchange under the following circumstances:
- The product is incompatible with your existing device or setup.
- You have changed your mind or no longer wish to keep the product.
We strongly encourage all customers to review product specifications thoroughly prior to purchase.
Courier-Damaged Products
If you receive a delivery from a courier service and the outer packaging appears torn, damaged, or tampered with — or if the product itself appears to be broken — please do not accept the delivery. Accepting a visibly damaged parcel from a courier will be considered the customer's own responsibility, and no subsequent complaints or claims will be accepted regarding such damage.
Refund Processing Timeline
Once a return is approved, refunds will be processed within 3 to 10 working days. Please note that refunds related to online payments may take additional time depending on the payment method and processing timelines.
A refund processing fee is applicable for payments made via bKash, online banking, or POS transactions.
How to Initiate a Return
To begin the return process, please contact us at maczenbd@gmail.com. Upon approval of your return request, we will provide you with a return shipping label along with clear instructions on how and where to send your item.
Please note: Items returned without prior authorization will not be accepted under any circumstances.
For any questions or concerns regarding returns or refunds, our team is always happy to assist. Reach us anytime at maczenbd@gmail.com.