Article A.01: Warranties

 

1. Does Dhaka Designer offer a warranty on home interiors?

Yes. Dhaka Designer offers Bangladesh’s first full home warranty, including modular systems, furniture, on-site services & more.

2. What products and services does the Dhaka Designer warranty cover?

The warranty offerings by Dhaka Designer are as follows:

Modular Kitchens

Up to 10-year warranty

Modular wardrobes & storage

Up to 5-year warranty

Semi-modular products

Up to 3-year warranty

Dhaka Designer sofas

Up to 3-year warranty

Dhaka Designer Furniture

Up to 1-year warranty

On-site services

Up to 1-year warranty

Home improvement solutions

Up to 10 years

3. Does Dhaka Designer offer a warranty on services? What does it cover?

Dhaka Designer is the only branded player that is offering a warranty for a period of up to one year on on-site services, including painting, gypsum false ceiling, electrical and plumbing work.

 

4. How can I claim a warranty?

You can call on +880241080081or email at admin@DhakaDesigner.com to register your warranty claim.

5. What are the prerequisites of the Dhaka Designer warranty?

In the event of repair, Dhaka Designer Warranty is valid only if you possess a digital or physical proof of complete payment, and/ or you have signed the handover document at the time of installation.

6. What if I lose my bill.

Don’t worry! In case you lose your physical customer contract, you can request the information by contacting Dhaka Designer.

7. Can I renew my warranty once it expires?

No. Currently, we are not offering any extension or renewal of the Dhaka Designer Warranty.

8. Will I be charged if I need any services after the end of the Dhaka Designer Warranty period?

We are happy to provide after-sales services even after your Dhaka Designer Warranty period expires. The service charges would be minimal and; material charges may be incurred (if anything needs to be replaced).

9. Are customized products, provided by Dhaka Designer covered under Dhaka Designer Warranty?

Customized products offered by Dhaka Designer are not covered under Dhaka Designer Warranty.

10. Are decor products and accessories provided by Dhaka Designer covered under Dhaka Designer Warranty?

Some decor products and accessories may or may not come under manufacturer warranty, depending on the products. Please speak to a Dhaka Designer authorized representative to find the manufacturer’s warranty period of any such product, not listed above.

11. How should I notify Dhaka Designer regarding any damage?

Notify Dhaka Designer via phone (+880241080081) or email (admin@DhakaDesigner.com) within 3 days of any defect that comes to notice, such as visual damage or malfunctioning component. Notification post the stipulated time, can void the Dhaka Designer warranty.

12. What is the Dhaka Designer warranty governed by?

The Dhaka Designer Warranty is governed by a rigorous quality standard at different stages like manufacturing, delivery and installation to ensure the delivery of the highest quality home interiors for you.

Terms and conditions

Modular systems

1. Dhaka Designer will honor its warranty when

  • The product supplied and installed is properly maintained and used for normal domestic use.

  • The product is still owned by the original purchaser.

  • The product is still at its original installed position and location.

  • The warranty has not expired, subject to limitations set forth through Dhaka Designer terms & conditions.

2. Dhaka Designer warranty does not include

  • Any labor, installation or transportation costs or any responsibility for damage that Dhaka Designer considers as natural wear and tear of finishes and surfaces.

  • Any products used or installed in conjugation with Dhaka Designer kitchen/ wardrobe/ modular storage such as electrical & plumbing fixtures, countertops and appliances. Any use of Dhaka Designer cabinetry or component parts which are contrary to instructions furnished by Dhaka Designer will void this warranty.

  • Any cabinetry or component parts that Dhaka Designer considers to have been subject to alteration, modification, accident, abnormal use, extreme temperatures and continuous contact with water, high moisture levels or use of harsh and/or abrasive cleaning chemicals.

  • Normal incidental deterioration like nicks, cuts, scratches and abrasions which are resulting from normal use during the standard life of the product.

3. Dhaka Designer will not be held responsible for any claims arising out of defects due to material or workmanship of products not listed under claim terms.

4. Dhaka Designer warranty does not cover natural wear and tear or damage caused by rough handling or using the product beyond its intended use.

5. Dhaka Designer reserves the right to alter specifications in keeping with its policy of continuous product evaluation and improvement.

6. The scope of Dhaka Designer warranty cannot be changed or broadened by any authorized representative of Dhaka Designer.

7. Repair(s) and/or replacement(s) are subject to the current product offerings of styles and construction options within the Dhaka Designer product line, at the time of the claim. If a claim is filed after a Dhaka Designer product becomes obsolete or discontinued, Dhaka Designer will replace the affected component with a replacement component of a similar style based on availability at the time of the claim.

8. Notify Dhaka Designer via phone or email within 10 days of any defect that comes to notice, such as visual damage or malfunctioning component. Notification post the stipulated time, will void the Dhaka Designer warranty.

9. Any decision regarding repair of the said component (in part or whole) solely lies with the authorized Dhaka Designer representative. The decision will be made following an inspection by the representative whether to repair at site, or return product to the factory for refurbishing/ replacement.

10. Liability: Dhaka Designer will make all efforts to replace/ repair the said defect within a reasonable period of time. Dhaka Designer will not be liable for any direct/indirect loss to the user due to the defect or delay in providing the service, or any fault arising due to design, application or installation. In no event shall the liability of Dhaka Designer, under this warranty, exceed the purchase price of the product or its replacement.

11. The warranty is not renewed, in case the Dhaka Designer modular cabinets or components are replaced in part or whole during the said warranty period. The replaced parts will continue to be covered under our warranty only till the remainder of the period as indicated in its respective table. Barring components which carry a lifetime warranty, the warranty for any product under any circumstances will not exceed a period of 3 year (for semi-modular products),

12. 5 years (for modular wardrobes & storage) and 10 years (for kitchens) from the date of possession.

13. The terms and conditions are governed by the laws of Bangladesh. Bengaluru courts shall have exclusive jurisdiction to settle any claim or dispute which might arise out of or in connection with these terms and conditions.

Furniture

Sofas

1. To know the brand of your product, please refer to the products attributes/information or speak to your authorized Dhaka Designer representative.

2. Dhaka Designer warranty does not cover upholstery, normal wear and tear, softening or flattening of cushions and foam, color fading from sunlight, damage caused by rough handling and use of abrasives, corrosive materials, cleaning agents or improper use and maintenance.

3. This warranty is applicable on sofas including but not limited to 1,2, 3-seater sofas, sectionals, ottomans and sofa cum beds.

4. Lifetime warranty on any borer/termite issues in solid wood furniture by the brand 'Dhaka Designer'.

5. Notify Dhaka Designer within 10 days of detecting any defect via phone or email.

All other furniture

1. This warranty is applicable on all other furniture by the brand ‘Dhaka Designer’ and Brand Partners. To know the brand of your product, please refer to the product attributes/information, or speak to your authorized Dhaka Designer representative.

2. Dhaka Designer warranty does not cover upholstery, normal wear and tear, softening or flattening of cushions and foam, color fading from sunlight, damage caused by rough handling and use of abrasives, corrosive materials, cleaning agents, or improper use and maintenance.

3. The following are not considered as defects: natural wood characteristics such as variations in grain, color, mineral streaks and knots.

4. This warranty is applicable for furniture including but not limited to upholstered furniture, solid wood furniture, coffee tables, beds, headboards, dining tables and chairs, accent chairs, metal furniture and outdoor furniture.

5. Brand Partners may offer additional warranty on certain products or parts of the furniture. Please contact an authorized Dhaka Designer representative to know more.

6. Lifetime warranty on any borer/termite issues in solid wood furniture by the brand ‘Dhaka Designer’.

7. Notify Dhaka Designer within 10 days of detecting any defect via phone or email.

On-site services

1. This warranty shall begin on “the commence date” that the consumer telephonically lodges his warranty policy with Dhaka Designer by contacting us on +880241080081 and furnishing all the purchase and personal details requested by Dhaka Designer.

2. After settlement of any claim, the warranty period will not start afresh.

3. This warranty is governed by the clauses mentioned in Dhaka Designer Quality Standards.

4. Dhaka Designer shall provide replacement only after inspection.

5. Dhaka Designer shall not be liable for any indirect or consequential loss or damages to the customer. The customer's exclusive and sole remedy under this warranty policy shall be as mentioned here in this clause.

6. Dhaka Designer is not liable to provide any alternative accommodation during any repair work. Customers shall make their own arrangements, if required.

7. The warranty policy shall not cover any defects arising out of factors out of control of Dhaka Designer, including but not limited to:

  • Natural calamities such as earthquakes, cyclones

  • Vandalism 

  • Acts of God

  • Abuse or negligence by the customer 

  • Normal wear and tear

  • Surface with contaminants 

  • Failure or defects in the structure or previous coating

  • Any other external factors

8.  Any claim made in terms of this warranty policy shall be made within 30 days of the consumer discovering any defect, damage or failure which gives rise to a claim.

9. Dhaka Designer reserves the right to carry out inspections and to perform any tests, and may do so either itself or by means of any person nominated by it. Prior to such inspection or testing, the customer shall not be entitled to perform any repairs or remove or tamper with any part of the product/ service.

10. Dhaka Designer shall use its best endeavors to ensure that the repair work is completed as soon as possible, but does not assume liability for delay in this respect.

11. Dhaka Designer, in its sole creation is entitled to

  • Control/monitor repair which is to be carried out in accordance with all its specifications and instructions.

  • Appoint a contractor and/or approve the contractor appointed by the customer.

12. Dhaka Designer is liable to process and execute any genuine repair or replacement request made by the customer within the warranty timeline in coordination with the respective brand.

13. Any additional charges including work done over and above fixing the identified defect will be chargeable by the brand. The cost of these additional charges is to be borne by the customer.

14. There are no warranties expressed or implied under law, which extend beyond the terms set out in this warranty document.

15. Neither party shall commence any court or arbitration proceedings related to the above warranty policy before completing the entire evaluation process. Under such circumstances, the warranty policy will be considered null and void as the issue would be sub judice.

16. In case of any disputes, the same is subject to the exclusive Jurisdiction of the courts of the respective cities.

17. The facts and all matters concerning any dispute will be kept confidential by both the customer and Dhaka Designer at all times.

18. The customer is expected to provide the painter(s) with basic necessities as a stool/ladder, bucket and water (to mix the paint) at the site.

19. Any decision regarding repair of the said component (in part or whole) solely lies with the authorized Dhaka Designer representative. The decision will be made following an inspection by the representative.

20. The cost of dismantling, reassembly & relocation of product, wherever required, will be borne by the customer. As a standard practice, Dhaka Designer will cover the product with protective covering, wherever required.

21. Repair(s) are subject to the current product offerings of styles and construction options within the Dhaka Designer product line, at the time of the claim. If a claim is filed after a Dhaka Designer product becomes obsolete or discontinued, Dhaka Designer will replace the affected component with a replacement component of a similar style/make based on availability at the time of the claim.

Painting

If a defect is found upon inspection by a company authorized representative, the defect will be rectified in accordance with the claim terms below.

The warranty policy shall apply where: 

1. The overall paint surface area exceeds 500 sq ft, subject to satisfactory inspection of the surface painted by Dhaka Designer’s representative.

2. Dhaka Designer shall provide replacement paint, as long as the particular paint code (paint code is necessary) is not discontinued by the manufacturer

3. Paint failure shall mean any of the following occurrences

  • a. Film integrity, flaking and peeling of the paint, caused by one coat of paint coming off from another or the paint film coming off from the substrate

  • b. Fading of the color shade

  • c. Growth of fungus and algae on wall surfaces (spread over a minimum area of 10 sq. feet)

4. The customer has used the entire paint system recommended by Dhaka Designer. An undercoat of primer along with two coats of putty and 2-3 coats of the paint on all surfaces.

The warranty policy shall be void in the following events:

  • 1. Intermittent dripping of water due to proximity of vegetation or air-conditioning units or any other sources of water leakage like plant pots.

  • 2. Water penetration due to capillary rise from the ground level, water leakage, seeping and continuous dampness of the surface.

  • 3. Defects arising due to contamination of surface and failure/defects in the structure.

The replacement cost includes the cost of paint and labor required to set right the area of paint failure, at the time of claim lodged

In coastal areas fading and chalking occur with all surfaces. Within normal limits this is not considered as a failure.

Damage caused to the painted surface due to fire, excessive heat exposure, corrosive agents, abrasive materials or by the customer including without limitation due to rework/fitting work done by the customer after handover.

Gypsum false ceiling

If a defect is found upon inspection by a company authorized representative, the defect will be rectified in accordance with the claim terms below.

The warranty policy shall apply where: 

1. The overall false ceiling surface area exceeds 150 sq. ft, subject to satisfactory inspection of the surface by Dhaka Designer’s representative.

2. Dhaka Designer shall repair and provide labor for re-application of the paint coat, as may be necessary to set right the false ceiling failure in the affected portion only.

3. False ceiling failure shall mean any of the following occurrences:

  • Board integrity, flaking and peeling of the joint compound or coming off from the substrate.

  • Cracks on the surface.

  • Growth of fungus and algae on ceiling surfaces (spread over a minimum area of 5 sq feet)

4.  The customer has used the entire false ceiling system recommended and executed by Dhaka Designer. The false ceiling should have been done with the usage of Dhaka Designer approved brands and all materials utilized shall be of the same manufacturer. Any mixed use of other brands shall make the warranty null and void.

The warranty policy shall be void in the following events:

  1. Intermittent dripping of water due to the proximity of vegetation or air-conditioning units or any other sources of water leakage or dampness. 

  2. Water penetration due to capillary rise from the ground level, water leakage, seeping, and continuous dampness of the surface. 

  3. Physical damage to the surface with an external force or entity.

  4. Defects arising due to failure or defects in the structure to which the ceiling is anchored.

The warranty will be applicable for standard quality Gypsum ceiling for a period of 6 months only.

In coastal areas fading and chalking occur with all surfaces. Within normal limits, this is not considered as a failure.

Electrical

If a defect is found upon inspection by a company authorized representative, the defect will be rectified in accordance with the claim terms below.

The warranty policy shall apply where:

1. The overall electrical work carried out exceeds a value of BDT 50,000 subject to no voltage fluctuation or no input power source issue checked by Dhaka Designer’s representative.

2. Dhaka Designer will provide replacement, as long as the particular material is not discontinued by the manufacturer, and labor for re-application, as may be necessary to set right the electrical failure.

3. Throughout this warranty policy document the words "electrical failure" shall mean any of the following occurring, subject to the other conditions stated in this document

  1. Electrical short circuit/ tripping.

  2. Loose contacts in the plugs/ switches.

4. The customer has used the entire electrical wiring recommended and laid by Dhaka Designer provided the customer had used appropriate appliances in the usage ports/ points.

The warranty policy will not cover any defects arising out of factors out of control of Dhaka Designer, including but not limited to

  • Improper power input to the mains.

  • Water penetration due to capillary rise from the ground level, water leakage, seeping and continuous dampness of the surface.

  • Electrical failures due to physical damage of conduits, wires, switches and plates.

  • Issues in the power input source.

  • Electrical works been repaired by any other representative other than company representative.

  • Inappropriate usage of the electrical points and appliances.

The replacement cost will include the cost of electrical items including wiring, switches, conduits (if any) and labor required to set right the concerned failure only, at the time of lodgment of claim.

Plumbing

If a defect is found upon inspection by a company authorized representative, the defect will be rectified without charge, in accordance with the claim terms below.

The warranty policy shall apply where:

1. The overall plumbing work carried out exceeds a value of BDT 50,000 subject to satisfactory inspection by Dhaka Designer's representative.

2. Dhaka Designer will provide replacement/rectification, as long as the particular plumbing material is not discontinued by the manufacturer.

3. Plumbing failure shall mean any of the following occurring

  • Leakage in plumbing or sanitary pipes.

  • Plumbing and sanitary pipe manufacturing defect

  • Plumbing failure shall not deal with the plumbing fixtures including taps, faucets, nozzles, water closets, showers, angle valves etc.

4. The customer has used the entire plumbing system installed by Dhaka Designer.

The warranty policy will not cover any defects arising out of factors out of control of Dhaka Designer, including but not limited to:

  • Improper quality of water supply to the property.

  • Water penetration due to capillary rise from the ground level, water leakage, seeping and continuous dampness of the surface.

  • Plumbing failures due to physical damage or mishandling.

  • Plumbing works been repaired by any other representative other than company representative.

  • Surface with contaminants.

The replacement cost includes the cost of plumbing pipes/accessories and labor required to set right the concerned failure only, at the time of lodgment of claim.

Home improvement solutions

1. Decor and home improvement products include but are not limited to furnishings, wallpapers, paneling, cladding, lighting, fittings and appliances.

2. Warranty is at the sole discretion of the manufacturer/brand. Dhaka Designer will not be held liable for any dispute arising between the manufacturer and the buyer.

3. Notify Dhaka Designer within 10 days of detecting any defect via phone or email.

 

 

 

Article A.02: return exchange & refunds

 

 

We understand that sometimes things simply don’t work out. At the time of delivery, if you receive a damaged or defective Dhaka Designer product, or it doesn’t match our original specifications, Dhaka Designer gives you the following options for returning the product:

  1. Rectify/Replace the returned product.

  2. Exchange with another product, wherein if the new product exceeds the order value of the returned product, you will be required to pay the extra amount. If the order value of the new product is less than that of the returned product, we will refund the extra amount or provide store credit, as applicable.

One way or the other, you will end up with a great product!

We will honor your request to return a product under the following conditions:

  1. All products must be returned unused with their original price tags and labels.

  2. The original invoice must be presented upon returning the merchandise.

  3. Our quality assurance team will inspect all returned items within 72 hours of the request. Only when it passes our standard quality assurance test, will we be able to process the return.

Note:

  1. Customized furniture pieces purchased from Dhaka Designer cannot be returned or exchanged.

  2. Any non-manufacturing defects and damages post receiving delivery will render the product invalid for returns or replacements.

  3. Modular kitchens and wardrobes are made-to-order and hence cannot be returned or exchanged.

How do I request a return?

Please write to us at admin@DhakaDesigner.com within 3 days of receipt of your order.

What is the 72-hour inspection policy?

Expect no delays. Once you notify Dhaka Designer for a return request, we will make sure that a Dhaka Designer executive visits your site to inspect the product. If applicable, your return will be initiated in just 72 hours.

When will I receive a replacement?

When a return is accepted, the timeline for the replacement to reach you may vary from product to product. A Dhaka Designer representative will keep you informed at all times, and we will make all efforts to make your new product reach you very soon.

Delay Penalty 

What is Delay Penalty?

Delay Penalty is a discount offered to customers when handovers are delayed for a period longer than 15 days after the confirmed move-in date*. This date is communicated in the Project Schedule after all the sales orders are raised.

How much is the penalty?

Penalty per day for every day, beyond 15 days after the committed move in date, is 0.1% of the total Project Value.

E.g., Move in Date - 1st July 2021. Project Value (net offer/ discount): BDT 10,00,000/-. In this case, penalty of BDT 1,000 (0.1% of BDT 10,00,000/-) per day will be applicable in case of delay beyond July 16th. 

The maximum delay penalty payable cannot exceed 3% of the total project value. 

*Move-in definition: A project is considered ready to move-in if the kitchen, living, bed and bathrooms are functional. In projects with minor snags (such as replacement of a part or whole of a functional unit, delayed supply of a free-standing unit/ product, snags in false ceiling/ finishing/ electrical works etc.), the home is still considered ready to move-in as long as the snags do not affect the functionality of the home. 

Functional: The snags existing will not disallow a person from living in the premises

How will the Delay Penalty be paid out?

Delay penalty would be paid out through a refund to customer’s bank account. However, this depends on whether 100% payment and project handover are complete. 

When is the Delay Penalty not applicable?

  • In case there are any design changes/ modifications after communication of date of move-in to the customer; this includes change in scope, addition of scope, reduction of scope, material changes, finish changes, aesthetic changes, functional changes, or any other changes that may result in a delay in the manufacturing, procurement or execution at site.

  • In cases where the project involves scope of work handled by the customer, then the duration of execution of the customer’s scope of work will be taken into consideration to estimate the move-in date. This duration will be calculated after understanding from the customer the total number of days they require to complete their scope of work. Should the delay stem from the customer’s scope of work overshooting the budgeted days, or, any changes in the schedule of the customer’s scope of work, move-in date will be re-estimated and any delay penalty will be computed from the revised date.  

  • Delay in access to the site, which results in delay in execution by Dhaka Designer/ Dhaka Designer partner scope of work.

  • Restricted access to the site, which results in delay in execution by Dhaka Designer/ Dhaka Designer partner scope of work.

  • Unavailability of consistent, uninterrupted power or water supply to the site during the execution phase will result in Delay Penalty not being applicable.

  • In case of non-payment by the customer or partial payment or any delay in payments as per the payment milestones, Dhaka Designer will not be held responsible for delays beyond the move-in date, and, hence, Delay Penalty will not be applicable. 

  • Delay Penalty clause will not be applicable if there is any dependency on the customer to provide approvals from any local authority and they fail to do so prior to the start of project execution.

  • Dhaka Designer shall not be liable to pay Delay Penalty in case of any delay in production or delivery of products ordered from third party/marketplace brands (i.e. brands other than Dhaka Designer).

  • Force Majeure, which includes, but is not restricted to:

  • Any act of god including natural disasters, floods, fire, earthquake, typhoon, cyclone or landslides. 

  • War, riot, strike, lock-outs, hartal, strike, accidents, power failure or shortage of fuel. 

  • Any restrictions imposed by the central, or local statutory/government authorities. 

  • Any change in applicable law. 

  • Any unforeseen supply shocks for raw materials and accessories.

  • Any unforeseen manpower supply shocks.

  • Any other unforeseen circumstances/causes beyond the reasonable control of Dhaka Designer.

In case of Force Majeure, Dhaka Designer will duly inform the customer of the delay arising out of Force Majeure within 72 hours from the occurrence of the Force Majeure event(s) or from the time Dhaka Designer has become aware of the occurrence of such Force Majeure event(s), whichever is later.

VISIT US

Saturday - Thursday

09:00 - 12:30

Mob. +88 01701357825
Tel. +88 0241080081

Suite 4A, House 120

Road 01, Block F

Banani, Dhaka 1213

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