Returns, Exchanges & Refund Policy

1. Physical Product Returns

A return request may be considered where:

• the incorrect product was delivered;
• the product was damaged during delivery;
• the product was defective on arrival;
• the delivered product materially differs from the confirmed specification; or
• Smart-Lab has expressly agreed that the particular product is returnable.

Customers should submit an eligible return request preferably within 7 days of receiving the product, together with the invoice/order reference and supporting photographs or other reasonable evidence.

This period does not limit any mandatory right available under applicable law.

2. Exchange or Replacement

Where a verified product is defective, damaged or incorrectly supplied, Smart-Lab may, depending on the circumstances:

• replace the product;
• exchange it with the correct product;
• arrange warranty service; or
• provide an eligible refund.

Replacement remains subject to stock availability and applicable OEM/manufacturer warranty conditions.

3. Products Normally Not Eligible for Return

Unless defective, incorrectly supplied or otherwise required by law, the following are generally non-returnable after activation, registration, installation or use:

• software licenses and license keys;
• cloud credits or cloud resources;
• domains and hosting services;
• activated subscriptions;
• OEM licenses;
• customized or specially imported products;
• configured or customer-specific hardware;
• consumables;
• downloadable digital products; and
• products purchased specifically against a confirmed customer order.

4. Software Development and Professional Services

Custom software development, consultancy, implementation, system integration, configuration, migration and similar professional services cannot generally be physically “returned”.

Where a project is cancelled, Smart-Lab will assess:

• work already completed;
• resources already utilized;
• approved milestones;
• third-party expenses;
• licenses or subscriptions already purchased;
• procurement commitments; and
• other non-recoverable project costs.

Any eligible balance may then be refunded according to the relevant agreement.

5. SaaS, Cloud and Subscription Services

Fees for services that have already been activated, consumed or provisioned are generally non-refundable unless otherwise specified in the applicable agreement.

Unused prepaid amounts may be considered for refund only where expressly provided by the relevant contract or required under applicable law.

6. Order Cancellation

A customer may request cancellation before procurement, activation or project work begins.

Where procurement, licensing, customization, development or service provisioning has already started, Smart-Lab may deduct completed work and non-recoverable costs before determining any refundable amount.

7. Refund Where Smart-Lab Cannot Deliver

Where an advance payment has been received and Smart-Lab is unable to supply the agreed product or service within the applicable or agreed timeframe, Smart-Lab will process any required refund in accordance with applicable Bangladesh law.

Where legally applicable, the refund will be made within the prescribed timeframe, including the applicable maximum 10-day period, excluding time taken by the relevant payment provider, and ordinarily through the same payment method used by the customer.

8. Refund Processing

After a refund is approved:

• the customer will be notified by email, telephone, SMS or another suitable communication method;
• the refund will ordinarily be made through the original payment channel where required and reasonably possible;
• banking or payment gateway processing time may apply.

Smart-Lab will not require a customer to pay an additional amount solely for receiving a refund where prohibited by applicable law.

9. Return Shipping

Where a return results from Smart-Lab supplying an incorrect, defective or materially non-conforming product, reasonable return arrangements will be made by Smart-Lab in accordance with the circumstances.

If a discretionary return is approved for reasons not attributable to Smart-Lab, applicable transportation, restocking or third-party charges may be deducted where lawful and disclosed.

10. Inspection

Returned products may be inspected before a replacement, exchange or refund is approved.

The product should, where reasonably possible, be returned with its original accessories, serial number, packaging, documentation and other supplied items.

11. Complaints

Customers may submit complaints regarding products or services through:

Smart-Lab will acknowledge and review complaints promptly and will aim to provide a resolution or meaningful update within 72 hours, in line with applicable digital-commerce requirements.

12. Legal Rights

Nothing in this policy limits any mandatory consumer right available under applicable Bangladesh law.