Support Policy Page

R.Tel Support Policy

In-Store Purchases: When purchasing from the R.Tel store, please check the product in front of the salesperson. If applicable, any issues that arise later will only be covered under the product’s warranty.

Online Orders: For online orders, any manufacturing defect must be reported to our hotline within 24 hours of receiving the product. Ensure that the product and its packaging remain scratch-free and intact; otherwise, it will not be eligible for exchange.

Package Inspection on Delivery: If the packaging of your online order appears incorrect upon delivery, do not open or use the product. Once opened or if the packaging is damaged, the product will no longer qualify for an exchange.

Defective Product Exchange: Defective products are eligible for exchange at the R.Tel store. Our experts will inspect the defect and take necessary steps for replacement.

No-Need Situations: If you decide a product is no longer necessary after purchase, it will not be eligible for return or exchange.

Warranty Limitations: Warranty does not cover damage due to breakage, burns, or any form of physical damage.

Exchange via Delivery Personnel: If the buyer wants to exchange a defective product through the delivery personnel, a service charge of Rs. 200 will apply. For exchanges outside Dhaka, only courier charges apply. If the product is found broken or burnt upon return, the buyer will bear full responsibility.

Device Compatibility or Change of Mind: Products that do not support your specific device or products you no longer wish to purchase cannot be returned or exchanged for these reasons.

Software Purchases: Software or software licenses are non-returnable and non-refundable once purchased.

Refund Policy: If a product is returned for a specific acceptable reason, but a refund is not feasible, another product must be selected instead.

Refund Charges: Refund charges apply to all mobile financial services, online gateway, or POS payments.

Courier Damage: If the product or packaging is damaged for courier deliveries, please do not accept it from the courier. Once received, the buyer assumes responsibility, and no claims will be received later.