RETURN, REPLACEMENT, CANCELLATION AND REFUND POLICY

Legal Name: ZOAR Ventures
Trading and Brand Names: ZOAR Ventures and ZOAR VC
Effective Date: 1 September 2026
Last Revised: 3 September 2026

Registered and Correspondence Address:
15A, 55B, Purana Paltan, Dhaka, Bangladesh

Email: info@zoarventures.com
Phone: +8801705358035

This Return, Replacement, Cancellation and Refund Policy (“Policy”) is issued by ZOAR Ventures, which operates and markets its products and services under the names ZOAR Ventures and ZOAR VC. In this Policy, “ZOAR,” “we,” “us” or “our” means ZOAR Ventures, its authorised representatives and, where applicable, its relevant business divisions, platforms, brands, agents, suppliers, contractors and service channels.

This Policy forms an integral part of the ZOAR Ventures Master Terms and Conditions of Sale, Supply, Pre-Order, Project Execution, Installation, Warranty and Related Services (“Master Terms”). It must be read together with the applicable quotation, purchase order, invoice, warranty terms, Product-Specific Terms, Campaign Terms, Project Terms, payment terms, delivery terms and any other written terms applicable to the relevant transaction.

Capitalised terms not otherwise defined in this Policy shall have the meanings assigned to them in the Master Terms.

1. PURPOSE, SCOPE AND CONTRACTUAL STATUS

1.1. This Policy governs requests for cancellation, return, replacement, exchange, refund, reimbursement, order reversal, price adjustment, credit, compensation and other similar remedies relating to Products or Services supplied, procured, imported, reserved, installed, commissioned or otherwise provided by ZOAR.

1.2. This Policy applies, to the fullest extent reasonably applicable, to all current and future Products and Services supplied under the ZOAR Ventures or ZOAR VC name, including:

• solar panels and solar equipment;
• inverters;
• batteries;
• battery energy-storage systems;
• chargers;
• power electronics;
• electrical equipment;
• electric-vehicle and charging equipment;
• renewable-energy technology;
• energy-management systems;
• smart-energy devices;
• industrial energy equipment;
• generators;
• accessories;
• spare parts;
• customised components;
• imported equipment;
• pre-order and campaign Products;
• project equipment;
• software-linked devices;
• installation services;
• commissioning services;
• technical inspection and consultation services; and
• any future Product, technology or service marketed, supplied or arranged by ZOAR.

1.3. This Policy shall be interpreted consistently with the Master Terms and the specific contractual documents applicable to the relevant transaction.

1.4. Nothing in this Policy requires ZOAR to provide a return, replacement, cancellation, refund, compensation or other remedy beyond the remedy expressly provided under this Policy, the applicable contract, the relevant warranty or mandatory applicable law.

1.5. A Customer shall not be entitled to cancel, return or obtain a refund merely because ZOAR has incurred costs, invested funds, placed supplier orders, reserved inventory, imported goods, allocated staff, prepared equipment, arranged logistics or otherwise committed resources, unless the applicable contract or mandatory law expressly requires such remedy.

1.6. Where any provision of this Policy conflicts with a mandatory requirement of applicable Bangladesh law, the mandatory legal requirement shall prevail only to the minimum extent of the conflict. All remaining rights and protections available to ZOAR shall continue to apply.

PART I — GENERAL PRINCIPLES

2. NO GENERAL UNCONDITIONAL RIGHT OF RETURN

2.1. A completed sale shall generally be treated as final except where:

a. ZOAR expressly authorises a return under this Policy;

b. the Product is verified to be materially defective, materially misdescribed, materially incorrect or materially incomplete;

c. an applicable Product-Specific Term or Campaign Term expressly grants a return right; or

d. mandatory applicable law requires ZOAR to provide a remedy.

2.2. ZOAR does not operate an unrestricted “no-questions-asked” return policy.

2.3. A Customer shall not automatically acquire a right to return a conforming Product merely because the Customer:

• has changed their mind;
• no longer requires the Product;
• has found another Product;
• has found a lower price elsewhere;
• dislikes the Product’s appearance after delivery;
• ordered the wrong specification;
• failed to verify compatibility;
• miscalculated the required capacity;
• selected an unsuitable model;
• failed to obtain required approvals;
• failed to arrange suitable installation conditions;
• experienced a change in financial circumstances;
• obtained financing that was insufficient or unavailable;
• no longer wishes to proceed with a project;
• has delayed installation;
• has changed business plans;
• has suffered a reduction in expected revenue;
• has received a different quotation from another supplier; or
• otherwise regrets the purchase.

2.4. Any discretionary acceptance of a return by ZOAR on one occasion shall not establish a precedent, continuing business practice, contractual entitlement, waiver or obligation in relation to any other transaction.

2.5. The Customer acknowledges that Products may be purchased, imported, reserved or prepared specifically in reliance upon the Customer’s confirmed order. Once ZOAR has made financial, procurement, logistical, technical or operational commitments, cancellation or refund may be impossible or commercially unreasonable.

3. ZOAR’S RIGHT TO DETERMINE THE APPROPRIATE REMEDY

3.1. Subject to mandatory applicable law, where a legitimate Product issue is established, ZOAR may determine the commercially reasonable remedy after considering the nature, severity, cause, evidence, warranty position, availability of parts, supplier position, technical feasibility and practical consequences of the issue.

3.2. Depending on the circumstances, the remedy may include:

• inspection;
• diagnosis;
• repair;
• replacement of a component;
• replacement of the Product;
• completion of missing items;
• re-performance of a Service;
• store credit;
• price adjustment; or
• refund.

3.3. A Customer shall not automatically be entitled to insist upon a cash refund where repair, replacement, completion of the order, store credit or another lawful remedy provides an adequate resolution.

3.4. ZOAR may require technical inspection, testing, diagnostic assessment, supplier review or manufacturer confirmation before determining whether a refund, replacement or other remedy is appropriate.

3.5. ZOAR may select the remedy that reasonably limits avoidable loss, protects the value of the Product, preserves supplier or manufacturer warranty rights and avoids unnecessary duplication of costs.

3.6. Where a Product can be repaired, recalibrated, reconfigured, updated, completed or made operational without materially reducing its essential function, ZOAR may offer that remedy instead of cancellation or refund.

PART II — RETURN AUTHORISATION AND ELIGIBILITY

4. PRIOR RETURN AUTHORISATION REQUIRED

4.1. No Product may be returned to ZOAR without prior written or recorded authorisation.

4.2. The Customer must first submit a return or remedy request through ZOAR’s designated support channel, using the contact details stated in this Policy or any updated support channel communicated by ZOAR.

4.3. ZOAR may issue a return authorisation, return reference number, shipping instruction, collection instruction or other written direction.

4.4. Products returned without prior authorisation may be:

• refused;
• returned to the Customer;
• held pending further instructions;
• treated as unauthorised property;
• subject to reasonable handling, storage, collection or redelivery charges; or
• subject to other lawful action,

to the extent permitted by applicable law.

4.5. Sending a Product to ZOAR without authorisation shall not create any obligation on ZOAR to inspect, accept, replace or refund the Product.

5. CONDITIONS OF AN AUTHORISED RETURN

Unless the return concerns a verified defect or non-conformity that makes compliance impracticable, ZOAR may require that the Product:

a. remains unused;

b. remains uninstalled;

c. remains unactivated;

d. has not been electrically energised;

e. has not been connected to a grid, battery bank, inverter, charger, vehicle or other system;

f. remains in substantially original condition;

g. retains its original packaging;

h. includes all accessories, manuals, cables, connectors, mounting hardware and supplied components;

i. retains all original serial numbers, labels, QR codes and identification marks;

j. retains all warranty and security seals;

k. includes all promotional or complimentary items supplied with the order;

l. has not been modified, opened, repaired or reconfigured by the Customer or a third party; and

m. remains capable of lawful and commercially reasonable resale as new.

5.2. Where any of the above conditions are not satisfied, ZOAR may reject the return or, where lawful, accept it subject to deductions for diminished value, testing, reconditioning, missing items, labour, transport and other reasonably incurred costs.

6. CONDITION ASSESSMENT

6.1. ZOAR may inspect and test any returned Product before approving a refund, replacement, credit or other remedy.

6.2. The assessment may consider:

• physical condition;
• electrical condition;
• activation history;
• operating hours;
• cycle count;
• battery health;
• serial number;
• firmware condition;
• security seals;
• installation evidence;
• water exposure;
• impact damage;
• burn marks;
• wiring condition;
• accessories;
• packaging;
• storage conditions;
• evidence of misuse; and
• any other technically relevant evidence.

6.3. Acceptance of a Product for inspection shall not constitute acceptance of the Customer’s claim or an admission of liability by ZOAR.

6.4. ZOAR may retain the Product for a reasonable period required for inspection, testing, supplier consultation, warranty assessment or technical diagnosis.

6.5. If the Customer refuses reasonable inspection, testing or information requests, ZOAR may suspend or reject the claim to the extent permitted by law.

PART III — CONTROLLED OR NON-RETURNABLE PRODUCTS

7. SPECIALLY SOURCED AND IMPORTED PRODUCTS

7.1. To the fullest extent permitted by applicable law, a Product procured or imported specifically in reliance upon a Customer’s confirmed order shall ordinarily be non-returnable for change-of-mind purposes.

7.2. This includes Products:

• sourced from an overseas supplier specifically for the Customer;
• imported following Customer confirmation;
• reserved from a foreign supplier;
• manufactured or configured to Customer specifications;
• purchased by ZOAR pursuant to a Customer commitment;
• ordered using Customer-selected specifications;
• acquired using foreign currency;
• subject to supplier deposits;
• subject to freight, customs or port commitments; or
• otherwise acquired in circumstances where ZOAR has incurred a non-recoverable procurement commitment.

7.3. Customer cancellation or change of preference after such commitment shall not require ZOAR to absorb procurement, cancellation, supplier, freight, banking, currency, customs, storage, demurrage, port, insurance or logistics losses, except where mandatory law requires otherwise.

7.4. If ZOAR agrees to consider cancellation after procurement commitment, any refund may be reduced by all actual, reasonably foreseeable or non-recoverable costs attributable to the transaction, to the extent permitted by law.

8. CUSTOMISED PRODUCTS

Unless defective, materially misdescribed or otherwise subject to a mandatory legal remedy, the following shall ordinarily be non-returnable:

• custom-made equipment;
• customised system configurations;
• Customer-specific assemblies;
• cut-to-length cable;
• custom busbars;
• custom mounting structures;
• programmed controllers;
• custom enclosures;
• Customer-labelled goods;
• specially configured software or firmware;
• custom packaging;
• project-specific materials; and
• other Products altered, manufactured or prepared specifically for a Customer.

8.2. The Customer is responsible for confirming specifications, dimensions, capacity, compatibility, voltage, phase, installation requirements and intended use before placing an order.

8.3. ZOAR shall not be responsible for a Customer’s failure to verify whether a selected Product is suitable for the Customer’s system, premises, load, budget, regulatory requirements or intended application.

9. INSTALLED OR COMMISSIONED PRODUCTS

9.1. Products that have been installed, assembled, mounted, wired, commissioned or integrated into another system shall ordinarily not be eligible for a change-of-mind return.

9.2. Removal from an installation does not restore a Product to unused condition.

9.3. Where ZOAR exceptionally accepts the removal and return of installed equipment, ZOAR may, where lawful, deduct reasonable costs relating to:

• deinstallation;
• labour;
• testing;
• reconditioning;
• transport;
• damaged packaging;
• missing components;
• site attendance;
• restoration work;
• system shutdown;
• loss of resale value; and
• any other cost reasonably incurred.

9.4. A Customer shall not uninstall or arrange removal of a Product alleged to be defective without first obtaining ZOAR’s instructions, except where immediate action is reasonably necessary to prevent safety risks or further damage.

10. BATTERIES AND ENERGY-STORAGE PRODUCTS

10.1. Batteries, battery packs, cells and energy-storage Products require special return treatment because energisation, charging, discharging, storage conditions, operating temperature and cycle history may materially affect their condition, safety and value.

10.2. A battery that has been activated, charged, discharged, commissioned or placed into operational use shall ordinarily not be returnable merely because the Customer changes their mind.

10.3. Claims concerning battery capacity, State of Health, abnormal degradation or other technical performance may be subject to diagnostic testing and the applicable warranty criteria.

10.4. Normal degradation within the applicable manufacturer or warranty tolerance shall not, by itself, constitute a basis for refund or replacement.

10.5. A battery may be refused for return where it has been damaged, swollen, overheated, improperly stored, incorrectly charged, exposed to water, connected to an incompatible system or handled contrary to safety instructions.

11. ELECTRICAL AND ELECTRONIC PRODUCTS

Subject to mandatory legal rights, ZOAR may refuse a change-of-mind return of any electrical or electronic Product that has:

• been energised;
• been connected;
• been configured;
• been registered;
• been firmware-modified;
• been opened beyond reasonable inspection;
• had its seals disturbed;
• been installed;
• been integrated into another system; or
• otherwise been placed into operation.

12. SOFTWARE, DIGITAL LICENCES AND ACTIVATED SERVICES

Digital licences, activation codes, subscriptions, software keys and similar digital Products shall ordinarily be non-refundable after:

• delivery of the code;
• activation;
• registration;
• account binding;
• download;
• configuration; or
• commencement of licensed use,

unless mandatory law requires otherwise or the digital Product is materially incapable of functioning as represented.

13. CLEARANCE, OPEN-BOX AND AS-IS PRODUCTS

A Product expressly sold as:

• clearance;
• open-box;
• refurbished;
• display stock;
• used;
• graded;
• cosmetically imperfect; or
• “as-is”

shall not be returnable solely because of a condition, limitation or defect expressly disclosed to the Customer before purchase.

Any undisclosed material defect shall remain subject to applicable law and the specific sales terms.

PART IV — CHANGE-OF-MIND REQUESTS

14. DISCRETIONARY CHANGE-OF-MIND RETURNS

14.1. ZOAR may, entirely at its commercial discretion, agree to accept a conforming Product following a Customer’s change of mind.

14.2. Such acceptance shall not be mandatory unless expressly stated in writing at the time of sale.

14.3. ZOAR may impose reasonable conditions on a discretionary return, including:

• return within a specified period;
• unused condition;
• unopened or undamaged packaging;
• inspection;
• Customer-paid shipping;
• lawful restocking or reconditioning costs;
• deduction for diminished value;
• exclusion of original shipping or installation charges where those costs have already been incurred and are lawfully non-refundable;
• payment of supplier or procurement costs; and
• execution of a return settlement or release.

14.4. ZOAR may reject a discretionary return where resale as new is no longer commercially reasonable.

14.5. A Customer shall not be entitled to demand that ZOAR sell, resell, store, finance or otherwise absorb a returned Product at ZOAR’s own loss.

PART V — WRONG, MISSING OR DAMAGED PRODUCTS

15. INCORRECT PRODUCT SUPPLIED BY ZOAR

15.1. Where ZOAR has materially supplied a Product different from the Product confirmed in the order, the Customer should notify ZOAR promptly after discovery.

15.2. Following verification, ZOAR may:

• supply the correct Product;
• arrange a replacement;
• collect the incorrect Product; or
• provide another remedy required by applicable law.

15.3. The Customer shall not materially use, install, damage, modify or dispose of a Product after discovering that it was supplied incorrectly, except where reasonably necessary to prevent safety risks or further damage.

15.4. If the Customer continues to use, install, modify or retain the incorrect Product after discovery, ZOAR may limit the available remedy to the extent permitted by law.

16. MISSING ITEMS OR COMPONENTS

16.1. Where a package is alleged to contain missing Products, components or accessories, the Customer should notify ZOAR promptly and provide reasonably available supporting evidence.

16.2. ZOAR may verify:

• packing records;
• warehouse records;
• shipping weight;
• serial information;
• order records;
• photographs;
• unboxing evidence; and
• courier information.

16.3. Verified shortages may be remedied by supplying the missing item, completing the relevant obligation or providing another lawful remedy.

16.4. ZOAR shall not be responsible for items that were not included in the confirmed order, quotation, invoice or agreed scope.

17. TRANSIT DAMAGE

17.1. The Customer should inspect the exterior of the package upon delivery wherever reasonably possible.

17.2. Visible crushing, puncture, water damage, tampering or other shipping damage should be recorded immediately and reported to ZOAR as soon as reasonably practicable.

17.3. The Customer should retain:

• the shipping carton;
• inner packaging;
• shipping label;
• Product;
• all accessories;
• photographs; and
• available video evidence

until ZOAR has completed its investigation.

17.4. Disposal of packaging or destruction of evidence may materially impair ZOAR’s ability to validate a transit-damage claim and may limit the remedy available to the Customer.

17.5. Where the Customer signs a delivery receipt without noting visible damage, this may be considered as evidence that no obvious external damage was observed at delivery, subject to applicable law.

18. CUSTOMER-CAUSED DAMAGE

ZOAR shall not be required to refund, replace or repair a Product without charge where the alleged defect or damage arose from:

• dropping;
• impact;
• crushing;
• liquid ingress;
• fire;
• lightning;
• voltage irregularity;
• incorrect wiring;
• reversed polarity;
• use of an incorrect charger;
• incorrect battery configuration;
• improper installation;
• improper grounding;
• short circuit;
• overloading;
• unauthorised modification;
• incorrect firmware;
• improper storage;
• misuse;
• negligence;
• failure to follow instructions;
• use outside the stated specifications;
• use with incompatible equipment; or
• another act or omission attributable to the Customer or a third party.

Such matters may instead be considered under a paid repair or service arrangement, where available.

PART VI — DEFECTIVE PRODUCTS

19. DEFECT CLAIMS

19.1. A claim that a Product is defective shall be subject to reasonable verification.

19.2. ZOAR may require:

• photographs;
• videos;
• error codes;
• serial numbers;
• installation information;
• load data;
• voltage readings;
• battery data;
• diagnostic reports;
• remote logs;
• site inspection; or
• physical return of the Product.

19.3. Subjective dissatisfaction, incompatibility caused by Customer equipment, failure to follow instructions or failure to achieve an unguaranteed expectation shall not, by itself, establish a Product defect.

19.4. A Product shall not be treated as defective merely because it does not perform in the manner expected by the Customer where the expectation was not expressly guaranteed in writing.

20. NO-FAULT-FOUND PRODUCTS

20.1. Where a Product returned as defective is tested and no defect is identified, ZOAR may classify the claim as “No Fault Found”.

20.2. Where lawful, the Customer may be responsible for reasonable:

• diagnostic costs;
• transport costs;
• collection costs;
• redelivery costs;
• site-visit charges;
• storage costs; or
• other costs reasonably incurred,

where the complaint resulted from installation, configuration, compatibility, Customer equipment or another factor external to the Product.

20.3. ZOAR may return a No-Fault-Found Product to the Customer rather than issue a refund or replacement.

21. REPAIR BEFORE REFUND

Subject to any remedy required by mandatory law, ZOAR may elect to repair a technically repairable Product rather than issue a refund where repair provides an appropriate and commercially reasonable remedy.

21.2. The Customer shall provide reasonable cooperation, access, information and time required for repair.

21.3. Repair may involve replacement of components, software updates, recalibration, reconfiguration or other technical work.

22. REPLACEMENT BEFORE REFUND

Where replacement of a defective Product or component constitutes an adequate and lawful remedy, ZOAR may provide a replacement rather than a refund.

22.2. Replacement may be subject to availability, supplier approval, manufacturer warranty procedures and reasonable delivery timelines.

23. REPLACEMENT PRODUCT

A replacement Product may, where reasonably necessary:

• be new;
• be manufacturer-recertified;
• be an equivalent model; or
• be a later model having substantially equivalent or superior essential specifications,

subject to applicable warranty obligations and mandatory law.

23.2. A replacement shall not automatically entitle the Customer to an upgrade, additional accessories, installation redesign, compensation for inconvenience or reimbursement of unrelated expenses.

PART VII — PRE-ORDER AND CAMPAIGN CANCELLATIONS

24. PRE-ORDER AND CAMPAIGN PRODUCTS

24.1. Pre-order and Campaign Products are materially different from ordinary Ready Stock transactions.

24.2. The Customer acknowledges that ZOAR may rely upon confirmed orders to:

• reserve supplier inventory;
• place overseas purchase orders;
• commit foreign currency;
• pay deposits;
• arrange freight;
• secure production capacity;
• initiate importation;
• allocate warehouse space;
• arrange technical preparation; or
• reserve installation capacity.

24.3. Accordingly, cancellation rights may become progressively restricted as procurement and fulfilment activities advance.

24.4. A Customer’s payment, confirmation, acceptance of quotation or failure to object after receiving order terms may be treated as confirmation of the order to the extent permitted by applicable law.

25. CANCELLATION BEFORE ZOAR’S PROCUREMENT COMMITMENT

Before ZOAR has entered into an irreversible or materially non-recoverable supplier commitment, ZOAR may permit cancellation in accordance with the applicable Campaign Terms.

Any refund shall remain subject to mandatory law and any lawful transaction-specific deductions disclosed to the Customer.

25.2. ZOAR shall not be required to cancel an order merely because the Customer requests cancellation before dispatch if ZOAR has already incurred internal, supplier, payment, administrative or preparation costs.

26. CANCELLATION AFTER PROCUREMENT COMMITMENT

26.1. Once ZOAR has, in reliance upon the Customer’s confirmed order:

• placed a supplier purchase order;
• paid a supplier deposit;
• reserved production;
• secured inventory;
• committed freight;
• incurred customs or logistics expenditure; or
• otherwise incurred a non-recoverable financial obligation,

the Customer shall not possess an unconditional contractual right to cancel merely because the Customer changes their mind.

26.2. Where ZOAR nevertheless accepts cancellation, ZOAR may, to the extent permitted by law and properly disclosed, deduct actual non-recoverable costs attributable to the Customer’s cancellation.

26.3. Such costs may include supplier charges, deposits, cancellation fees, foreign exchange losses, banking charges, freight, customs, storage, insurance, inspection, handling, administrative costs and other transaction-specific expenses.

26.4. This clause shall not override any refund obligation that mandatory applicable law requires ZOAR to observe.

27. CAMPAIGN FAILURE OR SUPPLIER NON-AVAILABILITY

Where ZOAR is unable to procure the relevant Product because of:

• campaign failure;
• supplier cancellation;
• manufacturer discontinuation;
• import prohibition;
• regulatory restriction;
• export restriction;
• force majeure; or
• another circumstance rendering lawful fulfilment impossible,

ZOAR may cancel the affected order and refund the amount required under applicable law and the applicable Campaign Terms.

27.2. Except where mandatory law requires otherwise, ZOAR shall not be liable for additional compensation arising from such cancellation.

28. DELAYS IN PRE-ORDER OR IMPORTED PRODUCTS

28.1. Estimated procurement and delivery dates for imported, pre-order or Campaign Products are estimates only unless expressly designated as guaranteed dates in writing.

28.2. Mere delay shall not automatically entitle the Customer to compensation for:

• lost profit;
• business interruption;
• lost opportunity;
• third-party penalties;
• financing costs;
• increased operating costs; or
• other consequential loss.

28.3. Any statutory right arising from delay shall remain subject to applicable law.

28.4. The Customer shall not cancel solely because a supplier, customs authority, shipping provider, port, bank, manufacturer or other third party causes delay, unless a cancellation right is expressly provided by applicable law or the transaction-specific terms.

PART VIII — ORDER CANCELLATION

29. CANCELLATION OF READY-STOCK ORDERS BEFORE DISPATCH

ZOAR may permit cancellation of a Ready Stock order before dispatch, provided that:

• the order has not entered irreversible processing;
• no custom work has commenced;
• no installation preparation has been performed;
• no third-party service has been booked;
• no payment or financing cost has become non-recoverable; and
• cancellation does not cause ZOAR a material non-recoverable cost.

29.2. ZOAR may refuse cancellation where the order has already been packed, allocated, invoiced, handed to a courier, prepared for installation or otherwise entered fulfilment.

30. CANCELLATION AFTER DISPATCH

Once an order has been dispatched, the Customer may no longer cancel it as an undelivered order unless ZOAR expressly agrees or mandatory law provides otherwise.

30.2. Where the Customer refuses delivery without legal justification, the transaction may be treated as a Customer refusal rather than a seller cancellation.

30.3. Any return, redelivery, storage, handling or collection cost arising from unjustified refusal may be charged or deducted to the extent permitted by law.

31. CASH-ON-DELIVERY REFUSAL

Where Cash on Delivery is made available, unjustified refusal of a correctly supplied order may result in:

• suspension of future COD eligibility;
• a requirement for advance payment on future orders;
• recovery of reasonable delivery and return costs where lawful;
• cancellation of Customer promotional privileges;
• account restriction; or
• refusal of future orders.

Repeated or fraudulent COD refusal may result in account restriction, cancellation of pending orders and other lawful action.

PART IX — SHIPPING AND RETURN COSTS

32. RETURN SHIPPING FOR CUSTOMER-PREFERENCE RETURNS

Where ZOAR voluntarily accepts a non-defective change-of-mind return, the Customer shall ordinarily bear:

• return shipping;
• insurance;
• packaging;
• transportation risk;
• collection charges;
• inspection charges; and
• any other reasonable return-related cost,

unless ZOAR agrees otherwise or mandatory law requires otherwise.

33. RETURN SHIPPING FOR VERIFIED ZOAR ERROR

Where a return is required solely because ZOAR supplied a materially incorrect Product or a verified covered defect exists, ZOAR shall bear the reasonable return-shipping responsibility required by applicable law or the applicable warranty.

33.2. ZOAR shall not be responsible for costs caused by the Customer’s choice of an unnecessarily expensive courier, unsafe packaging, unauthorised shipment or failure to follow ZOAR’s return instructions.

34. UNSAFE RETURN SHIPMENT

Batteries and certain energy equipment may be regulated or hazardous for transportation.

The Customer shall not independently ship lithium batteries, damaged batteries, high-voltage equipment or other restricted goods contrary to courier, airline, dangerous-goods or safety requirements.

ZOAR may provide special return, packaging, collection and transport instructions.

34.2. ZOAR may refuse to accept a shipment that is unsafe, improperly packaged, incorrectly declared or likely to create a risk to persons, property, vehicles or facilities.

PART X — REFUND CALCULATION

35. REFUNDABLE AMOUNT

Where a refund is approved, the refundable amount shall be calculated according to the nature of the transaction and the reason for the refund.

Subject to mandatory law, ZOAR may distinguish between:

• Product price;
• delivery cost;
• installation charge;
• site-survey charge;
• commissioning charge;
• customisation cost;
• non-recoverable third-party expense;
• payment-processing cost where legally recoverable;
• supplier cancellation cost;
• foreign exchange loss;
• storage or logistics cost; and
• other separately performed Services.

35.2. ZOAR shall not be required to refund amounts that relate to Services already performed, costs already incurred, benefits already received by the Customer or expenses that cannot reasonably be recovered.

36. SERVICES ALREADY PERFORMED

Where a Customer has separately purchased a Service that ZOAR has already fully and properly performed, including:

• site survey;
• installation;
• commissioning;
• design;
• testing;
• configuration;
• technical inspection; or
• consultation,

the subsequent return of a Product shall not automatically make the separately performed Service refundable.

36.2. The Customer shall remain responsible for payment for Services performed before cancellation, subject to mandatory law and the applicable contract.

37. DIMINISHED VALUE

Where ZOAR accepts a return despite Customer handling having reduced the Product’s resale value, ZOAR may, to the extent permitted by law, deduct a reasonable amount corresponding to the actual diminution in value.

This may apply where there is:

• damaged packaging;
• missing accessories;
• cosmetic damage;
• installation marking;
• activation;
• excessive handling;
• missing documentation;
• altered serial labels;
• opened seals; or
• another impairment attributable to the Customer.

38. PROMOTIONAL PRODUCTS AND BUNDLES

Where a refunded order included:

• a free item;
• bundle discount;
• cashback;
• coupon;
• gift;
• rebate; or
• other promotional benefit,

ZOAR may lawfully reverse, recover or recalculate the promotional benefit as part of the refund.

Where a complimentary Product is not returned in the required condition, its stated or reasonable value may be deducted where permitted by law.

38.2. A Customer shall not retain promotional benefits after cancelling or returning the transaction unless ZOAR expressly agrees.

39. PARTIAL REFUNDS

ZOAR may issue a partial refund where:

• only part of an order is cancelled;
• a component is unavailable;
• the Customer retains part of a bundle;
• a proportionate price reduction is the agreed remedy;
• a Service has already been performed; or
• another lawful basis exists.

39.2. A partial refund shall constitute full settlement of the relevant portion of the claim unless otherwise agreed in writing.

PART XI — METHOD AND TIMING OF REFUND

40. ORIGINAL PAYMENT METHOD

Where reasonably and legally practicable, refunds shall be returned using the same payment medium through which ZOAR originally received payment.

This approach is also consistent with the applicable principles reflected in Bangladesh’s Digital Commerce Operation Guidelines for covered transactions.

40.2. ZOAR may refuse to refund to a different person, account or payment method where doing so creates a reasonable fraud, verification, anti-money-laundering, accounting or compliance concern.

41. REFUND PROCESSING PERIOD

41.1. ZOAR shall initiate or complete approved refunds within the period required by applicable law.

41.2. Under the presently published Bangladesh Digital Commerce Operation Guidelines, where a refund is due, the refund is to be made within a maximum of ten days, excluding the processing period of the relevant payment provider.

41.3. If future legislation lawfully changes this period, the amended mandatory period shall apply without requiring this Policy to be rewritten.

41.4. ZOAR shall not be liable for additional settlement time attributable solely to:

• a bank;
• card network;
• mobile financial service;
• payment gateway;
• financial institution; or
• another payment intermediary.

41.5. The refund period may begin only after ZOAR has received the returned Product, completed the required inspection and verified the Customer’s entitlement, where such verification is reasonably necessary and permitted by law.

42. NO REFUND TO AN UNRELATED THIRD PARTY

For fraud-prevention, verification and compliance purposes, ZOAR may decline to send a refund to:

• an unrelated third-party account;
• an unverified recipient;
• a payment method materially different from the original payer;
• a person who did not place or pay for the order; or
• another destination creating a reasonable fraud, anti-money-laundering or verification concern,

unless required by law or appropriately verified.

43. CUSTOMER VERIFICATION

ZOAR may require reasonable verification before releasing a refund, particularly where:

• the payment method differs from the refund destination;
• the payer differs from the Customer;
• fraud is suspected;
• a business entity made the payment;
• a large-value transaction is involved;
• the Customer’s identity is unclear; or
• the transaction involves a disputed, reversed or third-party payment.

43.2. Any delay caused by the Customer’s failure to provide reasonable verification information shall not be treated as delay attributable to ZOAR.

PART XII — PAYMENT DISPUTES AND CHARGEBACKS

44. DUPLICATE REFUND PROHIBITION

A Customer shall not be entitled to recover the same amount twice through:

• a ZOAR refund;
• bank reversal;
• card chargeback;
• payment-provider dispute;
• insurance; or
• another reimbursement route.

If duplicate recovery occurs, the Customer shall remain liable to repay the duplicate amount to ZOAR.

45. CHARGEBACKS DURING AN ACTIVE REFUND PROCESS

Where ZOAR has already approved or initiated a refund, commencement of a parallel chargeback may suspend ZOAR’s internal refund process to the extent reasonably necessary to prevent duplicate reimbursement and allow the relevant payment dispute to be resolved.

45.2. The Customer shall not use a chargeback process to obtain a refund while simultaneously pursuing the same refund directly from ZOAR.

46. FRAUDULENT REFUND CLAIMS

ZOAR reserves the right to reject, investigate and, where appropriate, report claims supported by:

• fabricated evidence;
• altered images;
• false serial numbers;
• deliberately damaged Products;
• swapped Products;
• counterfeit Products;
• false non-delivery allegations;
• false claims of defect;
• unauthorised use of another person’s payment method; or
• other fraudulent conduct.

46.2. ZOAR may suspend related accounts, cancel pending orders, withhold discretionary benefits and pursue recovery of losses arising from fraudulent conduct, subject to applicable law.

PART XIII — PROJECTS AND LARGE ENERGY SYSTEMS

47. PROJECT-BASED SALES

Returns and refunds relating to:

• solar projects;
• battery energy-storage projects;
• industrial electrical systems;
• EV charging projects;
• custom energy systems; or
• other project-based transactions

shall be governed primarily by the relevant Project Agreement, quotation, bill of quantities, scope of work and milestone schedule.

47.2. The Customer acknowledges that project transactions may involve substantial advance investment by ZOAR before final delivery, installation or commissioning.

48. PROJECT CANCELLATION

Where a Customer cancels a project after ZOAR has incurred project-specific expenditure, ZOAR may, to the extent permitted by law and the applicable contract, retain or recover amounts corresponding to:

• engineering work completed;
• equipment procured;
• custom fabrication;
• supplier cancellation charges;
• international freight commitments;
• labour mobilisation;
• site work;
• design work;
• statutory fees;
• project management;
• testing and inspection; and
• other actual project expenditure.

48.2. The Customer shall not be entitled to require ZOAR to bear project-specific losses merely because the Customer later decides not to proceed.

49. PROJECT MATERIAL RETURNS

Unused project materials may be accepted only where ZOAR expressly approves the return.

Custom-cut, custom-fabricated, installed, site-damaged, programmed, labelled or project-specific materials may be excluded from return.

49.2. Any accepted return may be subject to inspection, restocking, reconditioning, transport, storage and diminished-value deductions.

PART XIV — INSTALLATION AND SERVICE REFUNDS

50. COMPLETED INSTALLATION SERVICES

Properly completed installation, commissioning, site-survey, engineering and technical labour Services are ordinarily non-refundable once performed.

A subsequent Product return does not reverse the value of labour or Services already rendered.

50.2. Where installation has commenced but is not completed due to Customer cancellation, site failure or Customer-side delay, ZOAR may retain or recover the value of work performed and costs incurred, subject to applicable law.

51. CUSTOMER PREVENTION OR SITE FAILURE

Where ZOAR attends a site but cannot perform the scheduled work because of:

• lack of access;
• unsafe site conditions;
• absence of Customer personnel;
• missing Customer infrastructure;
• lack of required electrical supply;
• incorrect site information;
• failure to obtain required permission; or
• another Customer-side failure,

the applicable attendance, mobilisation or rescheduling charge may remain payable.

51.2. Repeated postponement or failure to provide a suitable site may result in cancellation of the scheduled Service without refund of amounts already incurred.

PART XV — CLAIM PROCEDURE

52. INFORMATION REQUIRED FOR A CLAIM

ZOAR may require the Customer to provide:

• order number;
• invoice;
• Customer identification where appropriate;
• Product model;
• serial number;
• description of the issue;
• photographs;
• video;
• unboxing evidence;
• installation details;
• error codes;
• diagnostic readings;
• delivery information; and
• any other information reasonably necessary to investigate the claim.

52.2. The Customer shall provide accurate, complete and non-misleading information.

53. CLAIM NOT COMPLETE UNTIL REQUIRED INFORMATION IS PROVIDED

A claim may remain pending until ZOAR receives sufficient information to verify it.

Any delay attributable to the Customer’s failure to provide reasonably requested evidence shall not be treated as delay attributable to ZOAR.

53.2. ZOAR may close or reject a claim where the Customer repeatedly fails to provide information reasonably required for assessment.

54. CLAIM NOTIFICATION PERIODS

54.1. Customers are strongly encouraged to report visible transport damage, missing items or incorrect Products promptly after delivery, preferably within 48 hours, so that ZOAR can preserve courier, warehouse and delivery evidence.

54.2. Latent defects should be reported promptly after discovery.

54.3. These administrative notification periods shall not extinguish any statutory right that applicable law does not permit to be extinguished by contract.

54.4. Failure to report promptly may make investigation more difficult and may be considered when determining the appropriate remedy, to the extent permitted by law.

55. COMPLAINT HANDLING

ZOAR shall maintain a process for receiving and addressing complaints in accordance with applicable digital-commerce requirements.

The currently published Digital Commerce Operation Guidelines provide for measures to resolve Product or Service complaints within 72 hours. This administrative target shall not limit any longer or different period required by applicable law or reasonably necessary for technical investigation.

55.2. A complaint-resolution target shall not be interpreted as an automatic promise of refund, replacement or final resolution within that period.

PART XVI — ABANDONED RETURNS

56. PRODUCTS LEFT WITH ZOAR

Where a Customer leaves a Product with ZOAR for inspection, repair or an approved return and subsequently fails to:

• respond;
• pay an amount lawfully due;
• approve redelivery; or
• collect the Product,

ZOAR may issue reasonable notices requiring the Customer to take action.

56.2. Any further treatment of abandoned property shall remain subject to applicable law.

56.3. The Customer may be responsible for reasonable storage, handling, preservation, collection and redelivery costs where permitted by law.

PART XVII — LIMITATION OF REFUND-RELATED LIABILITY

57. NO CONSEQUENTIAL COMPENSATION

To the fullest extent permitted by law, a refund shall not entitle the Customer to additional compensation for:

• lost profit;
• business interruption;
• lost income;
• loss of production;
• lost opportunity;
• anticipated savings;
• finance cost;
• third-party penalties;
• increased operating expenses; or
• consequential loss,

unless ZOAR expressly accepts such liability in writing or applicable law prohibits its exclusion.

58. MAXIMUM MONETARY REMEDY

Subject to mandatory law, the maximum monetary refund relating solely to a returned Product shall not exceed the amount actually received by ZOAR for that Product, after any lawful adjustments specifically permitted under this Policy.

58.2. Nothing in this clause shall require ZOAR to refund amounts that were never paid to ZOAR, were paid to an unrelated third party or relate to Services separately supplied by another provider.

PART XVIII — INTERPRETATION AND ZOAR’S RIGHTS

59. CASE-BY-CASE ASSESSMENT

Return and refund requests may involve materially different technical, commercial and legal circumstances.

ZOAR therefore reserves the right to assess each request individually in accordance with:

• the Product;
• the evidence;
• the Customer’s use;
• the applicable warranty;
• the contractual documentation;
• this Policy; and
• applicable law.

60. NO ADMISSION

The acceptance of a Product for inspection, issuance of a replacement, provision of goodwill credit or settlement of a Customer complaint shall not constitute an admission of:

• fault;
• liability;
• Product defect;
• legal wrongdoing; or
• precedent for future cases.

61. RESERVATION OF RIGHTS

Any right, remedy, defence, limitation, exclusion or entitlement available to ZOAR under:

• the Master Terms;
• applicable warranty documentation;
• Product-Specific Terms;
• Campaign Terms;
• Project Terms;
• contract;
• common law;
• statute;
• regulation; or
• other applicable law

is expressly reserved.

62. NO WAIVER

Failure by ZOAR to enforce any provision of this Policy on one occasion shall not constitute a waiver of ZOAR’s right to enforce that provision subsequently.

63. SEVERABILITY

If any provision of this Policy is determined to be invalid, unlawful or unenforceable, it shall be modified or severed only to the minimum extent necessary.

All remaining provisions shall continue in full force and effect.

64. MANDATORY LAW

Nothing in this Policy shall exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable Bangladesh law.

Where a provision conflicts with mandatory law, mandatory law shall prevail only to the minimum extent necessary, and the remaining contractual protections afforded to ZOAR shall remain effective.

65. AMENDMENT

ZOAR may revise, amend, supplement or replace this Policy from time to time for future transactions.

The version applicable to a particular confirmed transaction shall ordinarily be the version in effect when that transaction was entered into, subject to any mandatory change in law.

CUSTOMER ACKNOWLEDGEMENT

By placing an order with ZOAR Ventures or ZOAR VC, the Customer acknowledges and agrees that:

(a) returns are not unconditional;

(b) a change of mind does not automatically entitle the Customer to a refund;

(c) imported, specially sourced, customised, activated, installed or commissioned Products may be non-returnable except where applicable law requires otherwise;

(d) ZOAR may incur substantial supplier, procurement, import, logistics, technical, labour and administrative costs in reliance upon a confirmed order;

(e) once ZOAR has made a non-recoverable commitment or substantial investment in an order, cancellation may be unavailable or may result in lawful deductions;

(f) defective Products may require technical examination before a remedy is determined;

(g) ZOAR may, where lawful, satisfy a valid claim through repair, replacement, completion, price adjustment, store credit or refund, depending on the circumstances;

(h) Customer-caused damage, incorrect installation, misuse and unauthorised modification are excluded from ordinary refund entitlement;

(i) pre-order and Campaign cancellation rights may become restricted following ZOAR’s procurement commitment;

(j) completed installation, inspection, design, commissioning and other Services may remain payable even if a Product is later returned;

(k) the Customer is responsible for verifying Product specifications, compatibility, capacity, suitability and installation requirements before ordering; and

(l) this Policy forms part of the contractual terms governing the Customer’s transaction with ZOAR Ventures and/or ZOAR VC.

RECOMMENDED CHECKOUT ACKNOWLEDGEMENT

“I acknowledge that I have read and accepted the ZOAR Ventures and ZOAR VC Return, Replacement, Cancellation and Refund Policy. I understand that Products are not subject to an unconditional change-of-mind return right and that imported, specially sourced, customised, activated, installed, commissioned and campaign or pre-order Products may be subject to additional restrictions. I further understand that ZOAR may incur substantial costs and make non-recoverable commitments in reliance upon my order, and that cancellation may be unavailable or may result in lawful deductions after such commitments are made.”

RECOMMENDED RETURN-REQUEST DECLARATION

Before submitting a return, replacement or refund request, the Customer should be required to confirm:

“I declare that the information and evidence submitted in connection with this return, replacement or refund request is true, accurate and complete to the best of my knowledge. I understand that ZOAR Ventures and ZOAR VC may inspect and test the Product and may reject claims arising from misuse, unauthorised modification, incorrect installation, Customer-caused damage, fraudulent evidence, change of mind, non-recoverable procurement commitments or circumstances excluded by the applicable warranty, contract or law. I also understand that any refund may be reduced by lawful deductions for Services performed, costs incurred, diminished value, missing items, promotional benefits, shipping, handling, supplier charges and other transaction-specific expenses.”

CONTACT INFORMATION

For return, replacement, cancellation or refund enquiries, please contact:

ZOAR Ventures
Trading and Brand Names: ZOAR Ventures and ZOAR VC
15A, 55B, Purana Paltan, Dhaka, Bangladesh
Email: info@zoarventures.com
Phone: +8801705358035