Return and Refund Policy

This policy outlines how returns, replacements, order cancellations, and refunds are handled for equipment and services supplied by Shelly International.

Last updated: October 2026

1. Overview

Shelly International is a Bangladeshi supplier of security and surveillance, access control, networking, audio-visual, and specialised equipment. Because many items are sourced or configured to specific project requirements or supplied under direct quotation, return requests are assessed on a case-by-case basis.

This Return and Refund Policy applies to all goods and equipment purchased from Shelly International, whether ordered online through our catalogue or procured via an official written quotation. For general terms governing your purchase, please review our Terms and Conditions.

2. Check your goods on delivery

We strongly recommend inspecting all parcels and items immediately upon delivery before signing the carrier receipt or accepting delivery from the courier.

  • Verify that the parcel packaging is intact and free from external crushing or tampering.
  • Check that the delivered model, quantity, and included accessories match your order confirmation.
  • Report any transit damage, missing items, or incorrect shipments promptly by telephone at 01805834777, WhatsApp at 01805834777, or email at sales@shellyintl.com.
  • Please have your order number ready and include clear photos or videos showing the damaged or incorrect items and packaging.

3. Faulty or wrong items

If an item arrives defective, fails to function upon installation, or does not match the specifications in your agreed quotation, we will arrange repair, replacement, or a refund after our technical team verifies the issue.

Warranty coverage and conditions vary depending on the manufacturer, brand, and equipment category. Specific warranty terms, testing procedures, and service coverage are confirmed in your quotation or order confirmation.

4. Change of mind and special-order items

Due to the technical and industrial nature of security and networking hardware, returns requested for change of mind are restricted.

The following categories are generally non-returnable and non-refundable unless confirmed defective:

  • Items ordered, imported, or fabricated specially for your project requirements.
  • Call for Price items quoted and supplied to specific buyer specifications.
  • Software packages, electronic licences, and digital activation keys.
  • Cut cables, bespoke mounting poles, or custom-configured hardware assemblies.
  • Consumable items, opened calibration supplies, or unsealed installation accessories.

Return eligibility for special-order or quoted equipment is confirmed in your quotation.

5. Condition of returned goods

Where a return has been authorised, items must be returned in the best possible condition:

  • Unused, clean, and free of physical damage, scratches, or installation marks.
  • Packed in the original manufacturer packaging with all inner protective sleeves intact.
  • Complete with all included accessories, antennas, power adapters, brackets, manuals, and warranty cards.

We reserve the right to decline returns or adjust refund amounts for goods that have been damaged through improper installation, electrical surges, misuse, or unauthorised modification.

6. How to start a return

To initiate a return request, please follow these steps:

  1. Contact our support team with your order or quotation number, the specific product model, and a detailed description of the reason for return.
  2. Provide photographic or video evidence where appropriate to assist our technical team in evaluating the issue.
  3. Wait for our written instructions. We will provide guidance on how and where to send the goods, along with any reference details needed for our intake warehouse.

Please do not send goods back to our office or warehouse without prior agreement, as unsolicited deliveries cannot be accepted or processed.

7. Refunds

Once returned goods are received and inspected by our technical team, we will notify you regarding the outcome of the inspection.

If a refund is approved, it will be paid back using the method agreed with you. For orders placed online with cash on delivery, refunds are typically arranged via bank transfer or mobile financial transfer to an account specified by you.

The processing schedule and timing for the transfer will be confirmed when we approve the refund.

8. Cancelling an order

If you need to cancel an order, please contact us as soon as possible before the items have been dispatched from our facility.

Orders that have already been dispatched, or orders involving special-order items procured specifically for your project, are subject to the terms and conditions outlined in your quotation or order confirmation.

9. Delivery charges

Responsibility for delivery and courier shipping charges incurred during a return will be explained when the return is approved. Where goods are confirmed faulty or dispatched in error by Shelly International, return shipping arrangements will be handled or reimbursed by us.

10. Contact us

If you have any questions about this Return and Refund Policy or need assistance with an existing order, please reach out through our Contact Us page or get in touch directly:

For project enquiries or commercial pricing, you may also Request a Quotation at any time.

Have questions regarding this policy?

Our support team is available during business hours to assist with any questions or product inquiries.

Office Address4th Floor, House 1, Road 7, Block H, Banasree Rampura
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