Return & Refund Policy

We want you to be happy with your purchase. If something is not right, this policy explains how returns and refunds work at Ulanzi Official BD. For exchanges, please also see our Return & Replacement Policy.

Check your parcel at delivery

Please check the product in front of the delivery person before accepting the parcel. If the product is damaged, wrong or has missing items, you can refuse the delivery and contact us right away.

When you can return a product

You must inform us within 5–6 hours of receiving your delivery if:

• You received a wrong product (different model, variant or colour)
• The product is damaged or defective on arrival
• Items or accessories are missing from the box

Issues found after this window are handled under our Warranty Policy.

Conditions for return

• The product must be unused and in the same condition you received it
• All original packaging, accessories, manuals and gifts must be included
• You must share your order number and photos or a video of the issue (an unboxing video is strongly recommended)

Items that cannot be returned

• Products damaged by misuse, accidents or improper handling after delivery
• Products with missing, damaged or altered packaging, serial numbers or warranty stickers
• Change-of-mind returns after the product has been used
• Problems reported after the 5–6 hour window (these go through warranty instead)

How to request a return

1. Call our hotline or email us within 5–6 hours of delivery with your order number and details of the issue.
2. Our team reviews your request and confirms whether it is eligible.
3. Once approved, we arrange a pickup or tell you how to send the product back.
4. After we receive and check the product, we send a replacement or process your refund.

Refunds

We first try to replace the product. A refund is given when:

• A replacement for your approved return is not available
• You paid in advance and we cancel the order, or you cancel it before it is dispatched

Approved refunds are sent within 7 working days after we receive and check the product (or after the order is cancelled), through bKash, Nagad or bank transfer. Delivery charges are not refundable unless the return is due to our mistake (wrong, damaged or defective product).

Refused or cancelled orders

If a parcel is refused at delivery without a valid reason (the product is correct and undamaged), the delivery charge may be deducted from any advance payment. Future orders from that customer may need advance payment before dispatch.

Warranty

Eligible Ulanzi products come with a 12-month official warranty supported by iTech Smart Ltd. See our Warranty Policy for what is covered and how to claim.