Warranty Policy

All products sold on Backmart come with a warranty that covers manufacturing defects and hardware failures under normal use. This includes:

• Defective components or materials that fail under normal operating conditions
• Hardware malfunctions not caused by external factors (power surges, water, physical damage)
• Software issues on devices sold with pre-installed software, limited to the original operating system

Warranty periods vary by product category:

1. Contact support — Email support@backmart.com.bd or call +880 1717-171717. Include your order number, product name, and a description of the issue
2. Provide documentation — Have your purchase invoice ready. For hardware issues, include photos or a short video demonstrating the defect
3. Ship or drop off — If a warranty claim is approved, ship the product to our service center or drop it off at our Dhaka location. We cover shipping costs for valid warranty claims within Dhaka
4. Diagnosis — Our technical team inspects the product within 3–5 business days and determines whether the issue is covered under warranty
5. Resolution — Depending on the diagnosis, we will repair, replace, or issue a refund for the product

• Physical damage — drops, cracks, dents, scratches, or bent connectors
• Liquid damage — spills, submersion, or exposure to excessive humidity
• Electrical damage — power surges, incorrect voltage, or use without a surge protector
• Unauthorized modifications — hardware upgrades, firmware flashing, or jailbreaking performed by unauthorized parties
• Consumable parts — batteries, bulbs, print heads, and other components with expected limited lifespans
• Cosmetic wear — normal wear and tear including fading, scratching of surfaces during regular use
• Missing documentation — claims without a valid Backmart invoice or proof of purchase

When a warranty claim is approved, we offer the following resolution options:

• Repair — The product is repaired using genuine parts at no cost to you. Turnaround time is typically 7–14 business days depending on parts availability
• Replacement — If the product cannot be repaired, we provide a replacement of the same model. If the model is discontinued, we offer a comparable alternative or a full refund
• Refund — In cases where neither repair nor replacement is possible, we issue a full refund to your original payment method

Many products carry a manufacturer's warranty in addition to our Backmart guarantee. Key differences:

• Manufacturer warranty — Backed directly by the brand (Samsung, HP, Lenovo, etc.). Claims may be processed through the brand's authorized service centers in Bangladesh
• Backmart warranty — Our additional guarantee that supplements the manufacturer warranty. If the brand's service center is unavailable in your area, we handle the claim on your behalf
• Which to use — For products with a manufacturer service center nearby, filing directly with the brand is usually faster. For all other cases, contact Backmart and we will coordinate the process

Product pages clearly indicate whether the warranty is provided by the manufacturer, Backmart, or both.