Refund and Warranty Policy
Last Updated: July 2026
At Matir Bank | মাটির ব্যাংক, our primary goal is to ensure 100% customer satisfaction by providing authentic products and seamless services. As a proudly owned and operated sister concern of EDesk IT (operating under the ARAR Trade License), we maintain a transparent Refund and Warranty Policy for both our online and offline retail operations.
1. Return & Exchange Policy
We thoroughly inspect every product before dispatching it to our customers. However, you are eligible for an exchange if you experience any of the following issues upon delivery:
- Wrong Product Received: If the delivered item does not match the product you originally ordered.
- Damaged Product: If the product is found broken, leaked, or physically damaged during transit or delivery.
- Incorrect Specifications: If the size, color, or specific variant differs from your confirmed order details.
⚠️ Key Terms for Return/Exchange: You must report the issue within 24 hours of receiving the product by contacting our customer care hotline or messaging our official Facebook Page. The product must remain unused, unaltered, and returned in its original packaging along with all original tags, accessories, and the purchase invoice.
2. Refund Policy
We will issue a refund under the following specific circumstances:
- If the ordered item is out of stock and we are unable to fulfill or provide an alternative replacement.
- If you receive a damaged or incorrect product, and we cannot offer an identical replacement due to stock limitations.
- Once a refund request is verified and approved, the amount will be processed and returned to your original payment method (bKash, Nagad, or Bank Account) within 3 to 7 working days.
(Note: If a customer wishes to return an item solely based on personal preference or change of mind without any product defect, the customer will be responsible for bearing the return delivery/courier charges.)
3. Warranty Policy
For products that carry a specific warranty period (such as electronics, gadgets, or select digital products), the following terms apply:
- Brand Warranty: If a product comes with an official brand warranty, customers can claim services directly from the respective brand’s authorized service centers across Bangladesh.
- Shop Warranty (Matir Bank/EDesk IT): For items covered under our shop warranty, we will repair or replace the defective product if it suffers from manufacturing faults within the specified timeframe.
- Warranty Exclusions: The warranty will be deemed void if the product suffers physical damage from accidental drops, water/liquid logging, unauthorized modification, misuse, or electrical short-circuits.
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