Refund & Replacement Policy

SGT Systems strives to deliver high-quality industrial hardware and engineering services. We recognise that, on occasion, you may need to return a product or request a refund. This policy explains when refunds and replacements apply across our three commercial categories:

Where a signed contract or SOW specifies different refund terms for a specific engagement, those terms govern.

• Report any DOA case in writing within 7 days of delivery with photos, serial numbers and a brief description of the fault.
• Original packaging, labels, accessories and tamper seals must be intact. Items damaged by mis-handling, water ingress, voltage spikes or physical impact during use do not qualify as DOA.
• Approved DOA units are replaced free of charge; in-stock items typically ship within 5 working days, imported items per OEM lead time.
• After the DOA window: Functional failures fall under the original manufacturer warranty (typically 12–24 months). We coordinate the claim with the OEM and provide loaner units where commercially feasible.
• Cash refunds for in-stock generic items may be granted at our discretion within the DOA window, less a 5% restocking charge.

Consultancy, integration and custom-build engagements are billed against milestones defined in the SOW. The refund principles are:

• Completed milestones are non-refundable once the deliverable has been accepted (or deemed accepted under the SOW review window).
• Un-delivered milestones for which advance payment was made are refundable, less reasonable costs already incurred (e.g. ordered components, sub-contractor commitments).
• Design fees become non-refundable once the design document, schematic or BOM has been approved by you in writing.
• Custom software work-in-progress that has not been delivered may be refunded, but any source code or partial deliverables remain the property of SGT Systems unless the SOW states otherwise.
• Cancellation by Client: If you cancel mid-engagement, you remain liable for the value of work performed to date plus any committed third-party costs.

• Either party may cancel a subscription or AMC by giving 30 days’ written notice.
• On cancellation, we refund a pro-rated amount for any un-served calendar months remaining in the prepaid term.
• Months already in progress at the date of cancellation are charged in full.
• Any complimentary or discounted set-up costs absorbed at the start of the term may be recovered if cancellation occurs within the first 90 days.
• Hardware leased or loaned under the AMC must be returned in working order within 14 days of cancellation, failing which replacement cost will be invoiced.

All refunds are issued in the original currency and via the original payment method (bank transfer, mobile financial services or as a credit note for future engagements, at your option). Bank charges or remittance fees may be deducted where applicable.

For cross-border or USD refunds, additional working days may be required for SWIFT processing and regulatory clearance under Bangladesh Bank guidelines.

• Custom-configured or made-to-order hardware (e.g. bespoke control panels, custom wiring harnesses, branded enclosures).
• Installation, commissioning and on-site engineering labour after the work has been completed and signed off.
• Certified training sessions that have already been delivered.
• Consumables, software licences activated against your name/site, and items sold under explicit “no return” tag in the quotation.
• Hardware damaged by misuse, unauthorised modification, environmental conditions outside the manufacturer specification, or improper installation by a third party.
• Imported items with their tamper-evident seals broken (other than during a DOA inspection witnessed by SGT staff).

Send an email to support@sgtsystems.com with subject line [REFUND] Invoice <number>. Please include:

1. Tax invoice number and date.
2. Product part numbers / SOW milestone reference.
3. Reason for the refund request, with as much detail as possible.
4. Photos or short videos of the issue (for hardware DOA).
5. Preferred refund method — original bank account or credit note.
6. Authorised contact person and designation.

We will acknowledge the request within 1–2 working days and follow the timeline in Section 5.

If you are not satisfied with the outcome of your refund request, you may escalate as follows:

1. Level 1 — Account Manager: Reply to the case email requesting reconsideration; the assigned account manager will respond within 5 working days.
2. Level 2 — Grievance Officer: Write to support@sgtsystems.com with the case number; reviewed within 10 working days.
3. Level 3 — Mediation: A mutually agreed mediator may be appointed at shared cost.
4. Level 4 — Arbitration: As a last resort, the dispute may be referred to arbitration under BIAC rules, with seat in Dhaka and proceedings in English, in accordance with our Terms & Conditions.