LAVA Service Policy

Repair Policy

• Repair: If the product is repairable, we will make every effort to restore it to its original working condition.
• Replacement: If the product cannot be repaired, we will replace it with an equivalent model or one with similar features.
• During the 12-month warranty period, if you experience any hardware issues related to the PCBA and LCD, you are eligible for device replacement and it will only apply once. However, please note that device replacement claims do not cover issues with the Battery, Charger, USB cable, or Headphones.

DOA Policy

• Dead On Arrival (DOA) handsets refer to the handsets that are discovered to have hardware problems during practical checks performed by telecom operators, retailers, or salespeople upon receiving them, typically within 90 days of their purchase. In that case, we will replace a new device with a fully intact box.

DAP Policy

• Dead After Purchase (DAP) refers to a hardware problem that occurs within 7 days of buying the device. If you experience a DAP issue, we will replace the faulty device for you with the box and accessories.
• Kindly be aware that our DAP replacement policy applies when you return the product with all accessories in its original box within 7 days, even if it has been used during this time.
• Our goal is to offer a convenient and efficient solution for any hardware problems you may encounter. If the issue is not caused by physical damage, abnormal usage, overvoltage, thunderstorm damage, man-made damage, or unauthorized repair, it will fall under the DAP policy.
• Kindly note that this warranty policy is subject to the laws and regulations of the jurisdiction in which the product was purchased.

Warranty Duration

• Handset: The handset is covered under warranty for a period of 12 months from the date of purchase.
• Battery, Charger, and USB Cable: The charger, battery, and USB cable are covered under warranty for a period of 6 months from the date of purchase.
• Earphone: The earphone is covered under warranty for a period of 3 months from the date of purchase.
• During the 12-month warranty period, if you experience any hardware issues related to the PCBA and LCD, you are eligible for device replacement and it will only apply once. However, please note that device replacement claims do not cover issues with the Battery, Charger, USB cable, or Headphones.

Exclusions from Warranty Coverage

1. The product has been subjected to abnormal use or conditions, improper storage, exposure to excessive moisture or dampness, exposure to excessive temperature, unauthorized modification, unauthorized repair (including but not limited to the use of unauthorized spare parts in repairs), abuse, accidents, Acts of God, spills of food or liquids, improper installation.
2. You have not notified LAVA of the defect in the product during the applicable warranty period. The product serial no. code or the accessories date code has been removed, defaced, or altered.
3. The product has been used with or connected to an accessory:
   • Not supplied by LAVA or its affiliates
   • Not fit for use with the product
   • Used otherwise than in the manner intended
4. The seals of the product’s battery enclosure have been broken or shown evidence of tampering, or the product’s battery has been used in equipment other than that for which it has been specified usable by LAVA.
5. All plastic surfaces and all other externally exposed parts that are scratched or damaged due to normal use.

ZTE Service Policy

Thank you for choosing our product! We appreciate your trust and confidence in our brand. To ensure a satisfactory customer experience, please take a moment to review our warranty policy outlined below:

Warranty Duration

• Handset: The handset is covered under warranty for a period of 12 months from the date of purchase.
• Charger and Battery: The charger and battery are covered under warranty for a period of 6 months from the date of purchase.

Covered Issues

• Manufacturing Defects: We will repair or (in only special cases) replace any product found to have manufacturing defects during the warranty period.
• Malfunctioning: We will address any malfunctions that occur under normal usage conditions during the warranty period.

Exclusions from Warranty Coverage

The following scenarios will void the warranty coverage:

• Physical Damage: Major scratches, breakage, or any damage caused by mishandling or accidents.
• Abnormal Usage: Any usage of the product that deviates from the recommended guidelines or usage outside the specified environmental conditions.
• Overvoltage: Damage caused by exposure to voltage spikes or excessive power supply.
• Thunderstorm Damage: Damage caused by lightning strikes or other electrical disturbances during thunderstorms.
• Man-Made Damage: Any intentional or deliberate damage caused by the user.
• Unauthorized Repair: Any unauthorized repair or opening of our products will immediately void the warranty. This means that any remaining warranty coverage will be invalidated, and we will not be liable for any repairs or replacements related to the product.

Warranty Claim Process

• To initiate a warranty claim, you must provide the original proof of purchase or the Company will ensure handsets activation through the server.
• Contact our customer support team through the provided channels to initiate the claim process.
• Our team will guide you through the necessary steps for warranty assessment, repair, or replacement.

Repair, Replacement

• Repair: If the product is repairable, we will make every effort to restore it to its original working condition.
• Replacement: If the product cannot be repaired, we will replace it with an equivalent model or one with similar features.

DOA Policy

Dead On Arrival (DOA) handsets refer to the handsets that are discovered to have hardware problems during practical checks performed or selling time by telecom operators, retailers, or salespeople upon receiving them, typically within 90 days of their purchase. In that case, we will replace a new device with a fully intact box.

DAP Replacement Policy

• Dead After Purchase (DAP) refers to a hardware problem that occurs within 15 days of buying the device.
• If Customers experience a DAP issue, we will replace the faulty device to Customer.
• Please note that our replacement policy only covers the device itself and does not include accessories or the original box.
• However, if customers/partners decide to send the entire box for replacement, we will ensure that the new device is placed inside your box.
• Our goal is to offer a convenient and efficient solution for any hardware problems you may encounter. If the issue is not caused by physical damage, abnormal usage, overvoltage, thunderstorm damage, man-made damage, or unauthorized repair, it will fall under the DAP policy.

Please note that this warranty policy is subject to the laws and regulations of the jurisdiction in which the product was purchased.

Benco Feature Phone Service Policy

Warranty Period:

• The warranty period for GDL products is determined by online activation.
• Twelve (12) months for device, Six (6) months for battery, data cable, charger, earphone.

Coverage Includes:

• Manufacturing defects in materials and workmanship
• Functional failures under normal use conditions

Warranty Exclusions:

• Abnormal usage, improper storage, exposure to extreme temperature/moisture, unauthorized repair or modification.
• Notification of defect not made within the valid warranty period.
• Tampered or removed serial number/date code.
• Use of incompatible or unauthorized accessories.
• Broken seals or evidence of tampering on battery enclosure.
• Physical wear, scratches, or external damage from normal usage.
• Changed or damaged warranty/sealed labels.
• Warranty period exceeded (365 days for handset).
• Services rendered by unauthorized parties.
• Damage from misuse, incorrect operation, accidents, lightning, water, fire, etc.
• Failure to follow product manual and instructions.
• Natural wear and tear from daily use.

DOA Policy

• Definition: A handset with hardware malfunction discovered by telecom operators/retailers upon initial inspection (within 90 days of purchase).
• Action: A new handset with intact original packaging will be provided as a replacement.

DAP Policy

• Definition: Hardware defect found within 7 days of end-customer purchase.
• Action: Replacement with a new unit including full box and accessories.
• Exclusions: Issues caused by physical damage, misuse, overvoltage, environmental factors, or unauthorized repair are not covered.

Service Network

GDL maintains an extensive service network across Bangladesh with authorized service centers. For a complete list of service centers with addresses and contact numbers, please visit our Service Center Locator.

Claim Process

• Service Request: Contact our customer care at 01713338392 or visit the nearest authorized service center.
• Documentation: Present your proof of purchase and warranty card.
• Assessment: Our technicians will evaluate the product.
• Resolution: Repair or replacement as determined by our service team.

Customer Support

For any warranty or service inquiries:

• Website: https://www.caregdl.com
• Hotline: 01713338392
• Email: serviceinfo@grameendistribution.com