This policy explains what to do when a product is damaged or does not work, how warranty works, and how to get support from HTZ Technology.
If you find damage or any other issue with a product, you must inform us within 3 working days of purchase. After that, no refund or replacement is applicable. Products that have a warranty stay under warranty.
1. Damage or problems after purchase
Please check your product as soon as you receive it. You can ask for a refund or replacement only when you tell us within 3 working days of purchase. Working days are the days our office is open (see the Contact page).
This covers:
- A product or parcel that arrives damaged.
- A wrong item, or a missing part or accessory.
- A product that does not work or has an issue when you first use it.
How to tell us:
- Call, send a WhatsApp message, email or use the contact form.
- Give your name, phone number, order number or invoice, and the product name.
- Send clear photos or a short video that show the damage or fault, and the parcel if it was damaged in transit.
Conditions:
- The product must be unused apart from basic testing, with its box, accessories and invoice or money receipt.
- We check the product and approve a replacement or refund when the fault or damage is confirmed.
- If you tell us after 3 working days, no refund or replacement applies. If the product has a warranty, you can still claim it as described below.
- Damage caused after delivery by misuse, water, drops, power surge or installation by someone else is not covered by a refund or replacement.
2. Product warranty
Products that come with a warranty are covered for the warranty period shown on the product page, invoice or warranty card. The warranty remains valid even after the 3 working days for refund or replacement have passed.
- What it covers. Faults that come from manufacturing or from the parts of the product during normal use. We repair the product, replace a faulty part, or replace the product, as the brand’s warranty terms allow.
- How to claim. Contact us with your invoice, the product name, serial number or warranty card, and a short description of the fault. Some brands need the product sent to their service centre; we will guide you and help with the process.
- Keep your papers. The invoice or money receipt and warranty seal or card are needed for any claim.
What warranty does not cover
- Physical damage, drops, cracks and broken parts.
- Water, moisture, dust, fire, lightning, power surge or unstable power.
- Repair, opening or tampering by someone other than us or the brand, or removed or damaged warranty seals.
- Misuse, wrong installation by others, or use that is not as the maker describes.
- Consumable and wearing parts, cosmetic wear, software or settings changed by the user, and loss of recorded data.
- Theft, accidents and natural disaster.
3. Installation and workmanship support
If a problem comes from the installation we carried out, tell us and we will review it and correct it without charge. Problems caused by changes made by others after installation, by devices we did not supply, or by the premise (power, cabling or network we do not control) may be charged at the standard service rate, and we will tell you before we start.
4. How to get support
- Phone: +8801726246020
- Emergency (system down): 01321146304
- WhatsApp: +8801726246020
- Email: info@htztechnology.com
- Office hours: Sat - Thu: 9:00 AM - 6:00 PM
(Friday Closed) - Request status: log in to My Account and open “Track My Service Request”.
On-site support, repair and installation are available within our service area, described in the Terms & Conditions. For other places we help over the phone and with warranty paperwork.
5. AMC customers
If you have an AMC, support visits, emergency visits and response targets follow your contract. See the AMC terms and the AMC Refund Policy (refund within 1 month of the service start date).
6. Contact us
HTZ Technology
GA-72, Baitul Aman Jame Mosque,
Middle Badda, Near Badda Link Road,
Dhaka, Bangladesh.