Returns & Refund Policy

1. 7-Day Return & Replacement Eligibility

Walletmix Limited offers a 7-day return and replacement window from the verified date of delivery for physical hardware products under the following conditions:

• Defective on Arrival (DOA): Product exhibits manufacturing defects upon initial unboxing and power-on verification.
• Transit Damage: The device suffered demonstrable physical damage during verified carrier handling.
• Mismatched Item: The delivered hardware does not match the confirmed product model, capacity, or specifications ordered.

2. Return Conditions & Exclusions

To qualify for return processing or replacement, products must be returned in their original condition:

• Original manufacturer packaging, interior foam cushions, serial number barcodes, and tamper labels must be undamaged and intact.
• All factory accessories, cables, adapters, user manuals, and warranty documentation must be returned together.
• Non-returnable items: Custom battery packs assembled to customer specifications, cut-to-measure DC solar cabling, activated software license keys, custom enterprise firmware, and provisioned SaaS subscriptions are non-returnable once deployed.

3. Technical Inspection & Evaluation

Returned products are examined by our hardware diagnostics laboratory in Dhaka within 3 to 5 working days of receipt. Diagnostic evaluation verifies serial authenticity, checks for foreign liquid ingress, verifies electrical surge damage, and confirms functional status. If verified as DOA or manufacturing fault, an identical replacement unit is dispatched immediately at no additional cost.

4. Refund Timelines & Methods

When an approved return cannot be replaced due to model discontinuation or verified stock unavailability, a full commercial refund is issued:

• Mobile Financial Services (bKash / Nagad): Credited within 5 to 7 business days following technical approval.
• Debit / Credit Card & Online Banking: Refund initiated within 3 business days; bank posting timelines range from 7 to 10 business days depending on the card issuer.
• Corporate Bank Transfer: Processed via BEFTN/RTGS within 5 business days upon receipt of company invoice and bank routing details.

5. Initiating a Return

To initiate a return or request RMA authorization, contact our customer service desk with your order number and clear unboxing photos or video evidence: