Return and Replacement Policy

Return Policy

If you choose to return any product that you have purchased from us you must send back the product within 03 (three) days of delivery. The product will be sent in our poly packaging (intact) if it’s already opened or damaged, don't receive the product from the courier and immediately inform us. The reason for return has to be valid and return acceptance conditions must meet the reasons as described below:   

1. Delivery of the wrong item  
2. Delivery of defective Product  
3. Delivery of products with missing components or parts.   

Warranty Policy  

At Nur Telecom we are Vowed to provide safety and security to customers through various warranty facilities such as Brand Warranty, International Warranty, Service Warranty, and Parts Warranty.  

All these warranty facilities give you limited warranty rights from Nur Telecom, or the manufacturer company, or the brand, for the duration specified on the product description page. The Limited Warranty period starts on the date of purchase from Nur Telecom. The limited warranty applies to the physical product, and only for physical products, purchased from Nur Telecom.  

Types of Warranty

• Official Warranty:
  • Brand Warranty
  • International Warranty
• Service Warranty
• Parts Warranty

What areas are covered by the Official Warranty?

In the case of “Official Warranty” – Brand Warranty & International Warranty, customers are requested to communicate with the brand or the internationally authorised Customer Service Point to avail of the after-sales service. Customers can also directly communicate with the Nur Telecom customer support team. We will ensure the collection of your product and customarily contact the Brand on behalf of you, for availing your service warranty. Once your product has been serviced successfully, from the specific brand-authorized service providers, we will deliver back the product to you, totally FREE of cost. 
 

Note:

*** In the case of International Warranty, the Warranty is usually automatically activated for some brands. However, if the particular brand does not activate the Warranty automatically, the customer must have the warranty card provided with the product itself in the sealed package, to avail of the warranty in any other country where the product has an internationally authorized Customer Service Point. If the warranty card is not with the customer at the time of seeking a warranty the customer will not be able to avail of the International Warranty in any other country.

*** For various products carrying Brand warranties, the accompanying Warranty service varies differently between Commercial usage and Household usage.
 

What areas are covered by the Service Warranty?

The ”Service Warranty” covers any material defects under normal usage during the warranty period. The following terms and conditions shall apply under the said warranty:

Any malfunctioning issues will be under the service warranty coverage at the payment of a Service Fee. if the problem is not caused by the user/customer. (For example – product malfunctioning issues or battery drainage issues or power supply issues will be covered under a service warranty.)

Any accidental issues will void the service warranty. (For example – in the case of mobile phones and tablets; broken display, bending, scratch, dent, burn, soaked or liquid damage, root or manual update will not be covered under the service warranty.)

What areas are covered by the Parts Warranty?

The ”Parts Warranty” covers any damage under normal usage during the warranty period to any part of the product which carries a valid Parts Warranty.

The following terms and conditions shall apply under the said warranty:

Duration: The duration of the warranty period varies from product to product, and the details of the warranty will be mentioned in the given warranty card.
However, as many products or its models go out of production after a certain period, the replacement of the part may take some time. Nur Telecom’s Customer Service will communicate with the customer regarding the details of such situations.

Warranty Card: To avail of the warranty facility, the customer must have the original warranty card and customer invoice copy. Otherwise, the Parts Warranty won't be availed.

Note:
*** Parts Warranty does not cover any damages, failure or defects to the product accessories such as batteries, remote, electrical adapter etc.
 

Warranty Would Not Be Valid If Any of the below situation occurs:

• One Time Replacement in the whole warranty Period.
• Without Invoice or if the Warranty Label is Damaged.
• Damages are caused due to the misuse by Customers.
• Damages which are caused by electrical burn.
• Damage found on products physical fitness or on wire.
• Damages are caused due to falling into water or destruction by customers.
• Broken or damages caused by force majeure circumstances.
• Damages that are caused due to falling into fire.
• If any liquid falls into the product.
• Any kind of physical damage.
• If found improper use, maintenance or repair and other abnormal situations.
• The adapter, cable & remote have no warranty.

How to Obtain Warranty Service and Where Should the Customer Contact?
If the product does not function as warranted during the warranty period, you may obtain warranty service by contacting Nur Telecom customer support at ++88 02-48122109.

• In the case of Mobile phones; you must reset your device and have proper data backup before sending the device. Nur Telecom shall not be liable for any data loss.
• You will have to ensure that the problem has been described in detail and elaborately in both the given Return and Servicing Forms and send the device along with the form. 

Note:

*** You must have the original Customer Copy of your invoice at the time of filling the forms, as it will be needed to fill in the forms and authenticate your purchase.

• Before the product undergoes any Servicing process, the Customer must pay the Servicing Fee in full. If the fee is not paid, the Servicing Process cannot start.
• Nur Telecom will run a Quality Control test to ensure the validity of the product complaint. If the complaint or issues are found to be valid, then NurTelecom will take appropriate measures to rectify the issue complained about. Nur Telecom may also send the product to the authorized seller, for expert opinion.
• The servicing process may take 7-30 working days, depending on the product type.
• If any additional parts are required to fully ensure the functionality of the product, then you (the customer) will have to bear the cost in advance through bKash/Cash, once contacted by Nur Telecom. Unless it falls within the duration of the Parts Warranty.
• If your product is non-functional on arrival, or is otherwise eligible for return and replacement, you can call Nur Telecom at +88029145266 within 3 calendar days of delivery to avail of a return or replacement (subject to certain terms and conditions).
• In an event, where more than 3 calendar days have passed after product delivery, you will no longer be able to claim a return or replacement of your purchased product. However, if the product has a warranty, it will be included in the packaging and can be used to claim the product warranty. All you need to do is make a call to our customer service team to claim the warranty service. Nur Telecom will arrange a pick-up of the product from you, FREE of cost, however, there will be a shipping charge when we deliver the service product.

How to Avail the Warranty If a Customer Lives Outside Dhaka?

If a customer lives outside Dhaka, they can send their product (s) via Sundarban Courier Service. After receiving the product, it will take 7-30 working days, depending on the product and its category, to ensure the servicing of the product and its delivery back to the customer.

How to Complete the Exchange/Servicing Form?
Once Nur Telecom’s personnel arrive to receive the product for servicing or to be exchanged, the customer will have to fill in the forms and write down the order number and details of the problems they are facing with the product on the given Servicing Form. We will run tests to check the condition of the product against the customer’s claim and if the product is found to have the complained problems, we will send the product to the brand for servicing.

How To avail the product replacement under the Return & Replacement Policy?

Upon receiving the claim for product return or replacement under the Return & Replacement Policy, Nur Telecom shall proceed with our standard quality control checks to establish the validity of the claim under the Policy.

If valid problems are found, and the same product is in production by the manufacturer then the customer will get a replacement of the product. If the production of the same product has been stopped or is unavailable in the market, then the customer shall be replaced with a similar/comparable product of the same kind within the same price range of the currently available model.

The exclusions and limitations outlined in the original warranty apply to the repair warranty.

The warranty policy does not cover the following:

• Cosmetic damages such as scratches, nicks, stains and dents.
• Consumable parts such as batteries, or accessories such as remote unless product damage has occurred due to a defect in materials or workmanship.
• Damage caused by service performed by anyone who is not an authorized service provider of Nur Telecom.
• Damage to a product that has been modified or altered before submitting any complaint to Nur Telecom.
• Modification or service by anyone other than warranted seller/brand/manufacturer.
• Failure or damage resulting from negligence, misuse, abuse, accident, modification, power surges, improper maintenance, unsuitable physical or operating environment, water (more than specifications), flood, fire, natural disasters, or other acts of nature or external causes.
• Damage due to not using the product according to the product information materials or user guides.
  Products or parts with an altered identification label or from which the identification label has been removed.
• If any customer gets servicing done by any unauthorized third-party service provider, then the service warranty will become void even if the duration has not yet expired.

Note:

*** All products and brands listed under a particular category may not have the same warranty policy. It depends in particular on the brand/Seller’s’ warranty policy. Brand warranty varies from product to product and brand to brand.

*** In case of an Official (Brand or International) warranty, please review their product warranty policy carefully, and you may contact the brand / international authorized service point, if you have any queries regarding this.

*** Some promotions may or may not follow this policy.

*** Nur Telecom and its authorized persons have full authority to bring changes in any service warranty policies.

*** Terms of service and warranty may change with or without prior notice, consumers are responsible for keeping up with all policy changes.