Refund & Return Policy

Effective Date: 14 September, 2026

At Havoc, we are committed to providing authentic sports, fitness, and sporting products to customers across Bangladesh.

We understand that, on occasion, a product may need to be returned, replaced, repaired, or refunded due to a valid and verifiable issue. This Return & Refund Policy outlines the circumstances, conditions, and procedures under which Havoc may accept a request for return, replacement, repair, or refund.

By placing an order through Havoc, the customer acknowledges and agrees to the terms and conditions outlined in this policy.

1. When a Product May Be Eligible for Return or Replacement

A product may be considered eligible for return or replacement in circumstances including, but not limited to:

  • The wrong product was delivered.

  • The delivered product materially differs from the confirmed order.

  • The product arrives with verifiable physical damage.

  • A manufacturing defect is identified within the applicable period.

  • An essential component included with the product is missing.

  • The product does not reasonably correspond to the confirmed specifications.

All return, replacement, repair, and refund claims are subject to verification.

To assess a claim, Havoc may request photographs, videos, order details, packaging information, serial numbers, or any other reasonable evidence required to verify the issue.

2. Product Inspection Upon Delivery

Customers are advised to inspect their products as soon as reasonably possible after delivery.

In cases involving visible damage, an incorrect product, missing packages, or other obvious delivery-related issues, customers should immediately notify the delivery representative and contact Havoc.

For high-value products and technical equipment, customers are strongly advised to record a continuous unboxing video as evidence of the product’s condition at the time of delivery.

3. Unboxing Video

An unboxing video is strongly recommended for the following categories:

  • Treadmills

  • Exercise bikes

  • Cross trainers

  • Gym machines

  • Commercial fitness equipment

  • Table tennis tables

  • Electronic equipment

  • Imported products

  • High-value products

  • Large or technically complex products

The video should preferably begin before the sealed package is opened and continue until the product and its major components have been fully inspected.

Havoc may request such evidence when investigating claims relating to product damage, missing components, incorrect products, or packaging-related issues.

4. Change of Mind

Havoc does not guarantee a return or refund solely because a customer:

  • Has changed their mind;

  • No longer requires the product;

  • Ordered the wrong product;

  • Selected the wrong size;

  • Found another product at a lower price; or

  • Expected a different appearance despite the product matching the published specifications.

Such requests may only be considered at Havoc’s discretion and will be subject to the product being unused, undamaged, resalable, and otherwise eligible for return.

Where applicable, reasonable delivery, return transportation, handling, restocking, or other associated costs may be deducted from any eligible refund.

5. Customized Products

Customized and personalized products are generally non-returnable unless the issue is attributable to an error in the confirmed customization or a verified manufacturing defect.

This includes, but is not limited to:

  • Customized jerseys;

  • Name and number printing;

  • Customized team kits;

  • Custom sportswear;

  • Specially customized products; and

  • Products manufactured or prepared according to specific customer requirements.

Customers are responsible for carefully confirming all customization details before order confirmation, including spelling, size, quantity, color, player name, number, logo, artwork, and any other applicable specifications.

6. Pre-Order and Special-Order Products

Products ordered specifically for a customer, including imported, pre-order, special-order, or specially requested products, may be subject to separate cancellation, return, and refund conditions.

Once procurement or preparation has commenced for a confirmed special order, cancellation may be restricted.

Any special conditions applicable to such an order will be communicated to the customer before confirmation whenever reasonably possible.

7. Wrong Product Delivered

If a customer receives a materially incorrect product, Havoc should be contacted promptly.

Following verification, Havoc may arrange one or more of the following resolutions:

  • Replacement with the correct product;

  • Collection of the incorrect product;

  • Delivery of the missing or correct product; or

  • Another appropriate resolution based on the circumstances.

The product should remain unused and in the condition in which it was received until further instructions are provided by Havoc.

8. Damaged Product

If a product arrives damaged, the customer should notify Havoc as soon as reasonably possible.

Havoc may investigate the circumstances surrounding the damage and may request photographs, videos, packaging details, delivery information, or other relevant evidence.

Depending on the nature and circumstances of the issue, Havoc may arrange:

  • Repair;

  • Replacement;

  • Replacement of damaged components;

  • Refund; or

  • Another appropriate resolution.

9. Missing Parts or Accessories

Where an included component or accessory is missing, Havoc may, where appropriate, arrange delivery of the missing component instead of replacing the entire product.

For technical products, verification may be required before a replacement component is approved.

10. Used, Modified, or Damaged Products

A return request may be rejected if the product has been:

  • Used beyond reasonable inspection;

  • Damaged after delivery;

  • Modified or altered;

  • Improperly assembled;

  • Improperly installed;

  • Washed where washing is not appropriate;

  • Used contrary to the manufacturer’s or product instructions;

  • Returned without original components;

  • Returned without required packaging, tags, labels, or accessories.

11. Return Transportation

Where a return is approved due to an issue attributable to Havoc, Havoc will determine the appropriate return arrangement.

Where a return is requested for a customer-related reason, applicable transportation, delivery, handling, restocking, or other reasonable charges may be payable by the customer.

Large and heavy products may require dedicated transportation, and the associated transportation costs may be significantly higher than standard courier charges.

12. Refund Processing

Refunds will only be processed after the applicable return, product condition, claim, or reported issue has been reviewed and approved by Havoc.

Depending on the circumstances, the refundable amount may be adjusted to account for applicable:

  • Delivery charges;

  • Return transportation costs;

  • Handling charges;

  • Restocking charges;

  • Installation or service charges;

  • Non-refundable third-party payment charges, where applicable; or

  • Other reasonable costs directly associated with the order.

13. Refund Method

Where a refund is approved, Havoc may process the refund through the original payment method or another suitable payment method.

The actual time required for the customer to receive the refunded amount may vary depending on the relevant bank, payment gateway, mobile financial service provider, or other financial institution involved in processing the transaction.

14. Order Cancellation

Customers may request cancellation before an order enters a non-reversible fulfillment stage.

Cancellation may not be possible once an order has reached any of the following stages:

  • Dispatch;

  • Product preparation;

  • Customization;

  • Special-order procurement;

  • Import-related processing;

  • Product allocation; or

  • Another stage where cancellation creates a committed cost.

Where a cancellation is eligible for a refund, the refundable amount may be subject to applicable costs.

15. Refusal to Accept a Confirmed Order

If a customer refuses to accept a confirmed order without a valid product-related reason, Havoc may treat the matter as a customer-initiated cancellation.

Applicable delivery, return transportation, handling, sourcing, processing, or other reasonable costs may be charged to the customer or deducted from any eligible refund.

16. Wholesale, Corporate, and Bulk Orders

Wholesale, corporate, institutional, team, and bulk orders may be governed by separate commercial terms stated in the applicable quotation, invoice, purchase order, sales confirmation, or written agreement.

Such orders may be subject to different cancellation, return, delivery, payment, and refund conditions due to their quantity, customization, pricing, or special procurement requirements.

17. Fraudulent or Misleading Claims

Havoc reserves the right to investigate any suspicious, misleading, or potentially fraudulent return, replacement, repair, or refund claim.

This may include, but is not limited to:

  • False damage claims;

  • Product substitution;

  • Intentional product damage;

  • Missing components after use;

  • Manipulated photographs or videos;

  • Repeated misuse of the return process;

  • False order information; or

  • Other attempts to obtain an improper refund or replacement.

Havoc may reject such claims and take appropriate action where necessary.

18. How to Request a Return or Refund

Customers should contact Havoc through the official contact channels provided on the website.

To process and verify a request, Havoc may require the following information:

  • Order number;

  • Customer name;

  • Contact number;

  • Product name;

  • Reason for the request;

  • Photographs;

  • Videos;

  • Unboxing video, where applicable;

  • Serial number, where applicable; and

  • Any other information reasonably required for verification.

Customers should not send any product back without first receiving return instructions from Havoc.

19. Policy and Applicable Rights

This policy establishes Havoc’s standard procedures for returns, replacements, repairs, cancellations, and refunds.

Nothing in this policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded or restricted under the applicable laws and regulations of Bangladesh.