DOA / delivery damage support
If an item arrives damaged or dead-on-arrival (DOA), we support inspection-based replacement/solution as applicable.
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Return & Replacement Policy
Last updated: 22 December 2025
This policy explains how return, replacement, warranty and service support work at Renex Digital in Bangladesh. Because most LED and AV solutions are technical and project-based, the process depends on whether the item is ready stock, imported, custom-configured, or part of a turnkey installation.
This policy may apply to: LED display (indoor/outdoor), rental LED, PA sound system, interactive flat panel, turnstile/access control, controllers, power supplies and accessories.
Project-based items
Imported/custom items are usually not returnable after confirmation, but warranty/service support applies for defects.
Documentation & transparency
We keep service notes, test logs, photos/videos (when possible), and handover records for clarity.
1) Delivery approach (summary)
Step 1 - Requirement / BOQ review
We confirm screen size, indoor/outdoor environment, pixel pitch (if applicable), controller, power plan, installation scope and site conditions.
Step 2 - Quotation & confirmation
We share configuration, scope, timeline and warranty/service terms. Imported/custom items start after written confirmation.
Step 3 - Delivery, installation & handover
We install/configure (if scope includes), test, calibrate (if applicable), and provide handover guidance.
Step 1 - Requirement / BOQ review
We confirm screen size, indoor/outdoor environment, pixel pitch (if applicable), controller, power plan, installation scope and site conditions.
Step 2 - Quotation & confirmation
We share configuration, scope, timeline and warranty/service terms. Imported/custom items start after written confirmation.
Step 3 - Delivery, installation & handover
We install/configure (if scope includes), test, calibrate (if applicable), and provide handover guidance.
2) Return / replacement eligibility
A
A) Ready-stock accessories (limited eligibility)
- Request should be made quickly after delivery (preferably within 24-72 hours).
- Item must be unused, not installed, and in original packaging.
- Invoice and delivery proof required.
- Inspection is required before approval.
B
B) Imported / custom-configured items (generally not returnable)
LED modules, cabinets, controllers, power supplies and project-specific items may be imported or configured based on your BOQ and site plan. After written confirmation and once procurement/import starts, these items are usually not returnable. Warranty/service support still applies for manufacturing defects under normal operating conditions.
C
C) Turnkey installation projects
For installed systems, returns are not handled like retail items. Instead, we provide testing/commissioning and then support through warranty/service based on the agreed scope.
D
D) Rental services
Rental is service-based. Return does not apply. We follow equipment checklist, setup/testing process, and handling rules as per the rental agreement.
3) DOA / damage on delivery (how to report)
- Check packaging and items during delivery/handover when possible.
- Take clear photos/video of packaging + item condition.
- Inform us as soon as possible with invoice number and evidence.
- We will verify and provide replacement/repair/service solution based on inspection.
4) Warranty & service support
Warranty duration depends on product type and project scope, and is confirmed in the quotation/invoice. Warranty generally covers manufacturing defects under normal operating conditions. Warranty may not cover physical damage, water damage for non-waterproof items, unstable electricity (no earthing/over-voltage), lightning/ fire incidents, or unauthorized repair/modification.
Service record note:
For service cases, we keep a basic record of the issue, test steps (where applicable), and the final resolution for clarity.
5) Not eligible for return / free replacement
- Damage due to improper installation by a third-party/unauthorized person.
- Damage due to power issues (no earthing, over-voltage, lightning) without proper protection.
- Physical damage, vandalism, mishandling, or site issues.
- Normal wear and tear for consumables/accessories.
- Imported/custom items after procurement/import confirmation (return not applicable).
6) Contact for warranty/service support
To request support, please share: invoice number, product name, issue description, site location, and supporting photos/videos (if available).
Renex Digital (Bangladesh)
Phone: +880 1600-007242
Email: renex.digitalbd@gmail.com
Website: renex.com.bd