ADKEY Limited (“ADKEY,” “we,” “us,” or “our”) is committed to providing quality signage, branding, advertising, and customized products to our customers.

Our products and services may include custom LED signs, neon signs, nameplates, digital signage, billboards, display boards, safety signage, advertising materials, branding materials, and other customized products.

Because many of our products are made-to-order or customized according to the customer’s specifications, returns and refunds are subject to the conditions outlined below.

1. Eligibility for Returns

A return request may be accepted when:

• The product is defective or damaged upon delivery.
• The wrong product was supplied by ADKEY Limited.
• The product does not reasonably match the approved specifications or design due to an error by ADKEY Limited.
• The product qualifies for return under the applicable return period stated for the order.

For standard products, customers in Bangladesh must request a return within 7 days of receiving the product.

For international orders, the applicable return period may be 15 to 30 days from the date of delivery, depending on the product, shipping method, destination, and terms confirmed at the time of purchase.

The applicable return period may be stated in the quotation, order confirmation, invoice, or other communication provided to the customer.

2. Customized and Made-to-Order Products

Many ADKEY products are manufactured or customized specifically according to customer requirements.

Customized products, including personalized nameplates, custom neon signs, LED signs, branded signage, specially fabricated signboards, and other made-to-order products, generally cannot be returned simply because the customer has changed their mind, selected an incorrect specification, or no longer requires the product.

Before production, customers are responsible for reviewing and approving relevant details such as:

• Design
• Dimensions
• Colors
• Text and spelling
• Logos and artwork
• Materials
• Finishing
• Lighting specifications
• Installation requirements
• Other customized specifications

Once production has started based on the customer’s approved specifications, cancellation, return, or refund may not be available unless the product is defective, damaged, incorrectly produced, or otherwise eligible under this policy.

3. Condition of Returned Products

Unless the return relates to a defective, damaged, or incorrectly supplied product, returned products must:

• Be unused and in their original condition.
• Be in the original packaging where applicable.
• Include all accessories, components, documentation, and other items supplied with the product.
• Not have been modified, installed, altered, damaged, or misused by the customer.

ADKEY Limited may refuse a return where the product has been damaged after delivery due to improper handling, installation, modification, misuse, or other circumstances not attributable to ADKEY Limited.

4. Damaged Products

Customers should inspect products as soon as reasonably possible after delivery.

If a product arrives damaged, customers should contact ADKEY Limited and provide:

• Order or invoice number
• Customer name and contact information
• Description of the damage
• Clear photographs of the product
• Photographs of the packaging where applicable
• Video evidence where reasonably necessary
• Any relevant delivery or shipping documentation

For international shipments, photographs of the external packaging and shipping label may also be required to help investigate damage during transportation.

5. Defective Products

If a product is found to have a manufacturing defect or an error attributable to ADKEY Limited, we may, depending on the circumstances:

• Repair the product;
• Replace the defective component;
• Replace the product;
• Provide a partial refund; or
• Provide a full refund where repair or replacement is not reasonably possible.

The appropriate resolution may depend on the type of product, nature of the defect, availability of replacement components, shipping requirements, and other circumstances.

Normal wear and tear, misuse, unauthorized modification, improper installation, accidental damage, or damage caused by circumstances outside ADKEY Limited’s control may not qualify as a product defect.

6. Incorrect or Wrong Product

If ADKEY Limited sends an incorrect product, incorrect specification, or substantially different product from the approved order due to our error, please contact us as soon as possible.

After reviewing the order and supporting information, we may arrange an appropriate replacement, correction, repair, or refund.

Where the error is confirmed to be attributable to ADKEY Limited, reasonable return or replacement shipping costs may be covered by ADKEY Limited, subject to the circumstances of the case.

7. Return Shipping Costs — Bangladesh

For approved returns within Bangladesh:

• If the return is caused by a confirmed defect, damage attributable to ADKEY Limited, or an incorrect product supplied by ADKEY Limited, ADKEY Limited may bear the reasonable return shipping cost.
• If the return is requested for another eligible reason, the customer may be responsible for return shipping costs.
• Installation, fitting, measurement, transportation, or other service charges may not automatically be refundable unless otherwise agreed.

The applicable costs will be communicated to the customer before the return is arranged where reasonably possible.

8. International Returns and Shipping Costs

International returns may involve courier, air cargo, sea cargo, customs, duties, taxes, insurance, handling fees, and other charges.

If an international return is approved:

• The customer may be responsible for return shipping costs unless the return is due to a confirmed error or defect attributable to ADKEY Limited.
• Customs duties, import taxes, clearance charges, brokerage fees, and similar charges may be non-refundable.
• ADKEY Limited cannot guarantee reimbursement of charges imposed by foreign customs authorities or third-party shipping providers.
• Customers should not return an international shipment without receiving return instructions from ADKEY Limited.

The customer may be required to provide accurate customs and return documentation.

9. Customs Duties and Import Taxes

For international orders, the customer may be responsible for applicable:

• Import duties
• Customs duties
• VAT or similar taxes
• Customs clearance charges
• Brokerage or handling fees
• Other destination-country charges

These charges may be imposed by the destination country or third-party authorities and may not be refundable by ADKEY Limited.

Unless specifically agreed otherwise in writing, payment of such charges remains the customer’s responsibility.

10. Return Authorization

Customers should contact ADKEY Limited before sending any product back.

A return request should include:

Order/Invoice Number:
Customer Name:
Phone Number:
Email Address:
Product Name:
Reason for Return:
Photos/Videos:
Delivery Information:

After reviewing the request, ADKEY Limited will inform the customer whether the return is approved and provide return instructions where applicable.

Products returned without prior authorization may not be accepted.

11. Refund Process

Once an approved returned product has been received and inspected, ADKEY Limited will determine whether the product qualifies for a refund.

If a refund is approved, it may be processed using the original payment method where reasonably possible.

Depending on the payment method and payment provider, the time required for the refund to appear in the customer’s account may vary.

ADKEY Limited is not responsible for delays caused by banks, payment gateways, courier companies, international financial institutions, or other third parties.

12. Refund Amount

The refund amount may depend on:

• Product price
• Applicable shipping charges
• Return shipping costs
• Customs or import charges
• Installation or service charges
• Damage or missing components
• The reason for the return
• The terms agreed at the time of purchase

Where a return is caused by a confirmed defect or error attributable to ADKEY Limited, we will make reasonable efforts to provide an appropriate remedy.

Shipping, customs, installation, and third-party charges may not automatically be refundable unless applicable to the circumstances of the return.

13. Non-Refundable or Non-Returnable Situations

A return or refund may not be available where:

• The customer simply changes their mind after production of a customized product has started.
• Incorrect measurements or specifications were supplied by the customer.
• The customer approved the design/specification and later requests a different design.
• The product has been modified or altered after delivery.
• The product has been damaged through misuse or improper handling.
• The product has been installed incorrectly by a third party where the installation was not performed by ADKEY Limited.
• The product has been used beyond reasonable inspection.
• The return request falls outside the applicable return period.
• The product is missing components or has been materially damaged after delivery.
• The product was specially manufactured according to customer-specific requirements and is not defective or incorrectly supplied.

14. Installation and On-Site Services

For Bangladesh orders, ADKEY Limited may provide measurement, delivery, installation, fitting, or related services where applicable.

Installation or service charges may be treated separately from the product price.

If a product is returned or refunded, installation, transportation, measurement, or other completed service charges may not automatically be refundable.

Where an installation-related issue is caused by ADKEY Limited, we will review the matter and determine an appropriate solution.

15. Cancellation Before Production

Customers should contact ADKEY Limited as soon as possible if they wish to cancel an order.

Cancellation may be possible before production or customization begins.

Once manufacturing, customization, procurement, printing, fabrication, or other work has started, cancellation may not be possible, particularly for customized or made-to-order products.

Any applicable cancellation charges or refund amount will depend on the work already completed and the terms of the order.

16. Exchange and Replacement

Where appropriate, ADKEY Limited may offer a replacement instead of a refund.

A replacement may be offered when:

• The product is defective;
• The wrong product was supplied;
• A component is defective;
• The product was damaged during delivery; or
• The issue can reasonably be resolved through replacement or repair.

The replacement procedure may vary depending on whether the order is within Bangladesh or international.

17. Customer Responsibility

Customers are responsible for providing accurate:

• Name
• Address
• Phone number
• Email address
• Product specifications
• Measurements
• Design information
• Shipping information
• Customs information for international orders

ADKEY Limited is not responsible for delays, additional costs, or delivery problems caused by inaccurate information supplied by the customer.

18. International Shipping Delays

International deliveries may be affected by customs clearance, weather, transportation disruptions, government regulations, carrier delays, destination-country requirements, or other circumstances outside our reasonable control.

Such delays do not automatically qualify an order for cancellation or refund.

We will make reasonable efforts to assist customers in communicating with relevant shipping or logistics providers where appropriate.

19. Policy Changes

ADKEY Limited may update this Return & Refund Policy from time to time to reflect changes in our products, services, shipping arrangements, business practices, or applicable requirements.

The latest version will be published on this page with the updated “Last Updated” date.

20. Contact Us

If you have questions about returns, refunds, replacements, damaged products, or defective products, please contact us.

ADKEY Limited
Address: House: 395/2K, Block A, Mazar Road, Section 01, Mirpur, Dhaka-1216, Bangladesh.

Email: adkey@asianalogroup.com
Email: adkeylimited@gmail.com

Phone: +880 1787 66 45 25

Please include your order/invoice number and relevant photographs or videos when contacting us about a return or defective product.