Refund & Return Policy

Last updated: 27 June 2026

1. Introduction

At CSL Systems, customer satisfaction is at the heart of everything we do. As an authorized channel partner of Hikvision, Dahua, ZKTeco, Virdi, and EZVIZ in Bangladesh, we stand behind every CCTV camera, biometric access control device, IP phone, and networking product we sell. This Refund & Return Policy explains your rights and our process when something does not go as expected with your order, whether you purchased online at cslsystems.com.bd or in person at our Mirpur showroom.

We have designed this policy to be practical, fair, and transparent, balancing your protection as a buyer with the realities of selling sealed, sensitive electronic equipment in Bangladesh.

2. Eligibility for Return

The timeframe and process for your return depends on the reason. Please read the category that applies to your situation.

2.1 Damaged on Arrival or Wrong Product Shipped

• Window: Within 24 hours of delivery.
• Required proof: Clear photos and a short video showing the damaged packaging, damaged product, or the incorrect item received (please record the unboxing if possible).
• What we do: We arrange free pickup through our courier partners (Sundarban, SA Paribahan, RedX, or Pathao) and provide either a full replacement or a 100% refund, at your choice.

2.2 DOA (Dead on Arrival) or Manufacturing Defect

• Window: Within 7 days of delivery.
• Process: Report the issue with photos/video and a description of the defect. After verification by our technical team (either remotely or at our Mirpur office), you are eligible for a replacement or a refund.
• Note: If the issue is found after 7 days, the manufacturer warranty process applies (see Section 3).

2.3 Buyer’s Remorse / Change of Mind

• Window: Within 3 days of delivery.
• Conditions: The product must be completely unused, in its original sealed packaging, with all accessories, manuals, cables, and free gifts included.
• Restocking fee: A 10% restocking fee may apply to cover repackaging and quality re-inspection costs.
• Return shipping: Paid by the buyer.

2.4 Non-Returnable Items

Because we deal in sensitive, sealed, and often custom-configured electronics, the following items cannot be returned under the buyer’s remorse or change-of-mind category (warranty claims for genuine defects still apply):

• CCTV cameras that have been opened, mounted, or installed.
• Biometric devices (ZKTeco, Virdi) that have already been enrolled with fingerprint, face, or card data.
• Custom-configured networking equipment, such as Mikrotik routers with RouterOS configuration done by our team.
• Software licenses, activation keys, and cloud subscriptions once delivered or activated.
• Custom-cut cables (coaxial, CAT6, fiber) prepared to a specific length on request.
• Products damaged by misuse, improper installation, water exposure, lightning, or voltage surge.

3. Warranty Claims (Separate from Returns)

Returns and warranty are two different things. A return is about the transaction; a warranty is about long-term product reliability backed by the manufacturer.

3.1 Warranty Coverage

• Most brands carry a 12-month warranty.
• Hikvision, Dahua, and TP-Link products typically carry a 2 to 3 year warranty, depending on the specific model.
• The manufacturer warranty terms always apply. CSL Systems acts as your facilitator, processing RMA (Return Merchandise Authorization) through the brand’s authorized service centres in Bangladesh.

3.2 Warranty Claim Process

1. Contact us with your order/invoice number and a description of the issue.
2. Our technical team performs an initial diagnosis, either remotely or at our Mirpur office.
3. If a manufacturing defect is confirmed, the product is repaired or replaced in accordance with the manufacturer’s warranty policy.

3.3 Warranty Exclusions

Warranty does NOT cover:

• Physical damage (cracks, dents, broken housings, broken lenses).
• Water damage on non-weatherproof units, or improper outdoor mounting of indoor-rated equipment.
• Lightning or voltage surge damage, unless a surge protector was supplied and installed by CSL Systems as part of the original order.
• Damage caused by unauthorized repair attempts or tampering with serial number stickers or warranty seals.
• Damage from incorrect power supply, wrong DC polarity, or unstable electrical wiring at the installation site.

4. How to Request a Return or Refund

We’ve kept the process as simple as possible. Just five steps:

1. Step 1 — Contact us within your eligibility window: Call 01972277100 or message us on WhatsApp.
2. Step 2 — Provide details: Share your order number, the invoice, and photos or a short video clearly showing the problem.
3. Step 3 — Assessment & approval: Our team reviews your request, usually within the same business day, and confirms how we’ll proceed.
4. Step 4 — Return the product: We either arrange a free courier pickup (Sundarban, SA Paribahan, RedX, or Pathao) when the fault is ours, or you may ship the product to our Mirpur address. If the issue is our fault, we reimburse your courier cost.
5. Step 5 — Refund or replacement: Once we receive and inspect the returned product, your refund or replacement is processed within 7 business days.

5. Refund Methods

• Refunds are always made to the original payment method where possible — bKash to bKash, bank transfer to bank, card payment reversed to card.
• For Cash on Delivery (COD) orders, you may collect the refund in cash from our Mirpur showroom, or request a bKash/Nagad transfer to your mobile wallet.
• Please allow 3 to 7 business days for the refund to reflect in your account after approval.

6. Installation Service Refunds

Many of our customers book on-site installation for CCTV systems, biometric attendance devices, and networking setups. The following rules apply to installation service fees:

• Cancelled by CSL Systems: If we cancel or reschedule and you choose not to proceed, you receive a 100% refund of the installation fee.
• Cancelled by customer 24+ hours before scheduled time: Full refund of the installation fee.
• Cancelled by customer less than 24 hours before: 50% refund. The remaining 50% covers engineer scheduling, transport allocation, and lost slot cost.
• Installation completed but customer is unhappy: We will redo the installation at no extra charge, including re-routing of cables, repositioning of cameras, or reconfiguration of devices, until you are satisfied.

7. Showroom Purchases

When you visit our Mirpur showroom, we strongly encourage you to inspect and test the product before completing payment. Our staff is happy to demonstrate any device.

Once you have paid and taken the product from the counter, the same return rules as online orders apply — eligibility windows, condition requirements, and non-returnable categories are identical to those listed in Section 2.

8. Shipping Costs for Returns

• Our fault (damaged on arrival, wrong product, DOA, manufacturing defect within 7 days): CSL Systems covers all return shipping costs — either by arranging free pickup or by reimbursing your courier charge against a valid receipt.
• Buyer’s remorse / change of mind: The buyer is responsible for return shipping costs.

9. Replacement Timeline

• In-stock items in Dhaka: Replacement dispatched within 24 hours of return approval.
• Out-of-stock items: We will offer you the best available alternative of equal or higher specification, or process a full refund — whichever you prefer.
• For outside-Dhaka deliveries, add the standard courier transit time of your selected courier partner.

10. Refund Processing Timeline

Once your returned product is received and approved, refunds are issued as follows:

• Overall processing: 3 to 7 business days after we receive the product.
• bKash / Nagad: Usually completed within 24 hours of approval.
• Bank transfer: 3 to 5 business days, depending on your bank.
• Cash refund at the showroom: Same day when you visit during business hours.

11. Contact Us for Returns & Refunds

Our team is ready to help. Please reach out through any of the following channels:

• Phone: 01972277100
• WhatsApp: wa.me/8801972277100
• Showroom & mailing address: Block – B, House – 10, 12 Road No. 8, Mirpur, Dhaka 1216, Bangladesh
• Website: cslsystems.com.bd

CSL Systems reserves the right to update this Refund & Return Policy at any time. The version published on our website at the time of your purchase is the version that applies to your order.