Refund and Returns Policy
Effective Date: 1 July 2026
Company: MACAW Engineering
Website: macawengineering.com.bd
MACAW Engineering (“MACAW Engineering”, “we”, “us”, or “our”) is committed to supplying genuine, properly specified, and quality products and providing professional service to our customers.
This Return, Refund & Cancellation Policy applies to products and services purchased directly from MACAW Engineering through our website, sales representatives, quotation process, purchase orders, or other authorized sales channels.
Because our product range includes both standard commercial products and customized/project-based engineering equipment, return and refund conditions may vary according to the nature of the product, its condition, whether it has been installed or commissioned, and the agreed terms of the quotation or purchase order.
By placing an order with MACAW Engineering, the customer acknowledges and agrees to this policy, together with the applicable quotation, sales order, purchase order, warranty terms, and agreed commercial conditions.
- Products Covered
This policy may apply to the following categories:
- Elevator & Lift Systems
- Passenger Elevators
- Hospital Elevators
- Home Elevators
- Freight & Cargo Elevators
- Hydraulic Lifts
- Generator Sets and Generator Spare Parts
- Solar Panels and Solar Power Systems
- On-Grid, Off-Grid and Hybrid Solar Systems
- Electrical Substations and Switchgear
- Transformers and Electrical Panels
- Air Compressors
- Power Capacitors
- Circuit Breakers
- UPS and Power Backup Equipment
- ARD, AVR and Elevator Safety Devices
- Elevator & Escalator Spare Parts
- Electrical and Industrial Components
- Other engineering, electrical and industrial products supplied by MACAW Engineering
Different return conditions may apply to different product categories.
- Standard Return Policy
For standard, unused, non-customized products purchased for direct delivery, customers may request a return within 7 calendar days from the date of delivery, subject to the conditions below.
To qualify for a return:
- The product must be unused and in its original condition.
- The product must not have been installed, connected, commissioned, energized, modified, dismantled, or operated.
- The original packaging, labels, manuals, accessories, certificates and other supplied items must be intact where applicable.
- The product must be returned with the original invoice, delivery challan or other proof of purchase.
- The product must not have been damaged by improper handling, transportation, installation, storage, electrical connection, voltage fluctuation, water, fire, corrosion, misuse, negligence or unauthorized modification.
- The return must be approved by MACAW Engineering before the product is shipped back.
A request for return does not automatically constitute approval. MACAW Engineering may inspect the product before approving a return.
- Customer Change of Mind / Buyer’s Remorse
For eligible standard products, MACAW Engineering may accept a return where the customer has changed their mind or no longer requires the product, provided the product meets all requirements under Section 2.
In such cases:
- The customer is responsible for return transportation and related costs.
- Original delivery charges may be non-refundable.
- Any applicable restocking, inspection, repackaging or handling charges may be deducted from the refund where disclosed in the quotation or communicated before the order is confirmed.
- The product must be returned in resalable condition.
- Products that have been installed, used, customized or specially procured are generally not eligible for change-of-mind returns.
This provision does not limit any rights available to customers under applicable law.
- Customized, Special-Order & Project-Based Products
The following products or services are generally non-returnable and non-refundable once production, procurement, customization or project execution has commenced, except where required by applicable law or where the product is defective or materially does not conform to the agreed specifications:
- Elevators and lift systems
- Generators and generator sets specially configured for a project
- Solar systems designed according to a customer’s load requirement
- Substations and switchgear packages
- Customized electrical panels
- Special-size or special-specification equipment
- Products specially imported or procured against a confirmed purchase order
- Customized lift cabins, doors, fixtures or components
- Equipment manufactured or assembled according to customer specifications
- Engineering, installation, commissioning and project services
If a customer cancels such an order after procurement, manufacturing, customization or importation has started, MACAW Engineering may deduct reasonable costs already incurred, including procurement costs, manufacturing costs, customization costs, shipping/freight, customs or duties, bank charges, supplier cancellation charges, engineering costs and other documented project expenses.
Any remaining refundable amount, if applicable, will be determined after reviewing the specific order and contractual terms.
- Elevators, Generators, Solar Systems & Substations
Large engineering systems are normally supplied against an approved quotation, technical specification, purchase order and/or contract.
Before dispatch, installation or commissioning, the customer is responsible for reviewing and confirming:
- Product specification
- Capacity
- Voltage
- Frequency
- Dimensions
- Load requirements
- Installation requirements
- Site conditions
- Technical compatibility
- Accessories and optional items
- Delivery requirements
- Applicable commercial terms
Once a project-based system has been manufactured, imported, customized, delivered, installed or commissioned according to the approved specification, it will generally not be eligible for return solely because the customer has changed their mind or because the customer later determines that a different specification is required.
Where the supplied product materially differs from the agreed written specification, MACAW Engineering will investigate the matter and, where appropriate, provide repair, replacement, correction or another appropriate remedy in accordance with the contract and applicable law.
- Defective, Damaged or Incorrect Products
If a customer receives a product that appears to be:
- Damaged during delivery;
- Incorrectly supplied;
- Missing essential components;
- Materially different from the confirmed specification; or
- Defective upon receipt,
the customer should notify MACAW Engineering as soon as reasonably possible and preferably within 7 calendar days of delivery for visible or delivery-related issues.
The customer may be required to provide:
- Invoice or order number;
- Delivery challan;
- Photographs and/or videos;
- Product serial number;
- Description of the problem;
- Packaging photographs, where relevant; and
- Other information reasonably requested for inspection.
MACAW Engineering may inspect the product or arrange technical inspection before approving a return, replacement or refund.
For confirmed defects covered by an applicable warranty, the matter may be handled under the relevant Warranty Policy rather than this general return policy.
- Warranty vs. Return
A return and a warranty claim are different matters.
A product that develops a technical fault after installation, commissioning or use may not qualify for a general return. Instead, it may be covered by the applicable manufacturer or MACAW Engineering warranty.
Warranty coverage is subject to the specific warranty terms supplied with the product or stated in the quotation.
Warranty may not cover damage caused by:
- Incorrect installation;
- Unauthorized repair or modification;
- Improper operation;
- Electrical surge or abnormal voltage;
- Water or moisture;
- Fire;
- Physical damage;
- Improper storage;
- Negligence;
- Use outside specified operating conditions;
- Failure to perform required maintenance; or
- Any other exclusion stated in the applicable warranty.
Certain components may have separate warranty periods or may be supplied without warranty. The applicable quotation or warranty document will prevail for such products.
- Products That Are Generally Non-Returnable
Unless otherwise agreed in writing or required by applicable law, the following are generally not eligible for ordinary change-of-mind return:
- Installed products;
- Used or operated equipment;
- Commissioned equipment;
- Customized products;
- Special-order products;
- Imported products specially procured for a customer;
- Cut-to-length cables or similar customized materials;
- Products altered or modified after delivery;
- Electrical components that have been energized or installed;
- Products damaged after delivery;
- Products without required original accessories or packaging where such items are necessary for resale;
- Products sold as final sale or non-returnable under the quotation; and
- Engineering, installation, commissioning, inspection and other completed services.
Statutory rights, where applicable, are not excluded by this section.
- Return Authorization
Customers must obtain Return Authorization from MACAW Engineering before returning any product.
Unauthorized returns may be refused or returned to the customer at the customer’s expense.
To request authorization, customers should contact MACAW Engineering through the official contact details published on our website and provide:
Subject: Return / Refund Request – [Order or Invoice Number]
The request should include:
- Customer name;
- Company name, if applicable;
- Order/invoice number;
- Product name and model;
- Purchase date;
- Delivery date;
- Reason for return;
- Photographs/videos where applicable; and
- Preferred resolution: repair, replacement, exchange or refund.
MACAW Engineering will review the request and communicate the next steps.
- Return Shipping & Transportation Costs
Customer-Requested Return
Where a return is requested because of customer preference, change of mind, incorrect ordering or other reasons not caused by MACAW Engineering, the customer is normally responsible for:
- Return transportation;
- Packaging;
- Handling;
- Insurance;
- Loading/unloading; and
- Other return-related costs.
MACAW Engineering Error or Confirmed Defect
Where MACAW Engineering confirms that:
- The wrong product was supplied;
- The product materially differs from the confirmed specification; or
- The product has a manufacturing/initial defect covered by the applicable terms,
MACAW Engineering may arrange or reimburse reasonable return transportation costs, subject to inspection and approval.
- Inspection of Returned Products
All returned products are subject to inspection.
MACAW Engineering may reject a return where inspection determines that:
- The product was used or installed;
- The product was damaged after delivery;
- The product was modified or repaired without authorization;
- The product does not correspond to the product originally supplied;
- Components or accessories are missing;
- The product is not in acceptable resalable condition; or
- The return does not comply with the applicable return conditions.
Where a return is rejected, the customer may be responsible for transportation and other associated costs.
- Refund Method
Approved refunds will normally be made through the original payment method, where reasonably possible.
Depending on the original transaction and applicable banking/payment procedures, refunds may be made through:
- Bank transfer;
- Original payment channel;
- Card/payment gateway reversal; or
- Another mutually agreed lawful payment method.
MACAW Engineering does not normally provide cash refunds for business or project transactions unless specifically approved.
- Refund Processing Time
Once a return has been approved and the product has been received and inspected, an eligible refund will normally be processed within 7–14 business days.
The time required for the funds to appear in the customer’s bank account or payment account may vary depending on the bank, payment provider or financial institution.
Refund processing may take longer for large-value transactions, imported equipment, project cancellations, international payments, or transactions requiring additional financial, tax or accounting verification.
- Refund Deductions
Where legally permitted and applicable to the transaction, the refund may be reduced by:
- Return transportation charges at Actual;
- Delivery charges at Actual;
- Restocking charges 1%;
- Repackaging costs at Actual;
- Inspection charges at Actual;
- Installation or removal costs;
- Customization costs;
- Import/export expenses;
- Customs duties and taxes that cannot be recovered;
- Bank/payment processing charges;
- Supplier cancellation charges;
- Special procurement costs; and
- Other reasonable and documented costs incurred as a result of the customer’s cancellation or return.
Any applicable deduction will be communicated to the customer where reasonably practicable at actual.
- Advance Payments & Project Cancellation
For elevators, generators, solar systems, substations, compressors and other project-based equipment, customers may be required to pay an advance or mobilization payment.
An advance payment does not automatically constitute a refundable deposit.
If a customer cancels an order after MACAW Engineering has incurred procurement, manufacturing, engineering, importation, transportation, customization or other project expenses, MACAW Engineering may retain the portion reasonably required to cover those documented costs, subject to the agreed contract and applicable law.
Where the amount paid exceeds the customer’s documented obligations and applicable cancellation costs, any remaining refundable balance will be returned according to the agreed terms.
- Installation & Service Charges
Installation, commissioning, inspection, transportation and service charges are separate from the product purchase price unless expressly stated otherwise.
Once a service has been substantially completed, the corresponding service charge is generally non-refundable except where MACAW Engineering has materially failed to provide the contracted service or another remedy is agreed.
If a customer cancels an installation or service appointment after MACAW Engineering has mobilized personnel or equipment, reasonable mobilization, transportation and related costs may apply.
- Exchange / Replacement
Where appropriate, MACAW Engineering may offer:
- Product replacement;
- Equivalent product exchange;
- Repair;
- Replacement component;
- Store credit; or
- Refund.
The appropriate remedy will depend on the nature of the issue, product availability, warranty conditions, technical feasibility, contractual terms and applicable law.
MACAW Engineering does not guarantee that an identical replacement will always be available.
- Incorrect Customer Information
MACAW Engineering is not responsible for losses arising from incorrect information supplied by the customer, including incorrect:
- Product model;
- Capacity;
- Voltage;
- Frequency;
- Dimensions;
- Site information;
- Electrical specifications;
- Delivery address;
- Contact information; or
- Technical requirements,
where MACAW Engineering supplied the product according to the information approved by the customer.
Customers are encouraged to obtain technical confirmation before placing orders for engineering equipment.
- Delivery Inspection
Customers should inspect products upon delivery whenever reasonably possible.
For large equipment, customers should check visible packaging damage, product identification, model, quantity and major external condition before signing the delivery document.
If visible damage is identified, customers should record the issue on the delivery document and notify MACAW Engineering promptly.
Failure to report visible delivery damage promptly may affect the ability to pursue a transportation-related claim, although this does not automatically waive any rights that cannot legally be waived.
- International Orders
International orders may be subject to additional terms relating to:
- Import and export regulations;
- Customs duties;
- Taxes;
- Freight;
- Insurance;
- Currency exchange;
- Bank charges;
- Documentation;
- Local installation requirements; and
- Country-specific legal requirements.
Unless otherwise agreed in writing, international customers are responsible for applicable local import requirements, duties and taxes.
Return of international shipments may be subject to substantial transportation, customs and handling costs.
- Force Majeure
MACAW Engineering will not be responsible for delays or inability to fulfill an order caused by events beyond its reasonable control, including but not limited to:
- Natural disasters;
- Flood;
- Fire;
- War;
- Civil unrest;
- Government restrictions;
- Import/export restrictions;
- Port closures;
- Transportation disruptions;
- Supplier failure;
- Epidemics/pandemics;
- Major power or infrastructure failures; or
- Other events beyond reasonable control.
Where such events materially affect an order, MACAW Engineering will communicate with the customer and seek a commercially reasonable solution.
- Product-Specific Terms Prevail Where Agreed
For project-based and technical products, the following documents may contain product-specific return, cancellation, warranty and refund conditions:
- Quotation;
- Proforma invoice;
- Sales order;
- Purchase order;
- Contract;
- Technical specification;
- Warranty certificate;
- Delivery document; or
- Written agreement between MACAW Engineering and the customer.
Where a product-specific written agreement contains different terms, those agreed terms will apply to the relevant transaction to the extent permitted by applicable law.
- No Waiver of Statutory Rights
Nothing in this policy is intended to exclude, restrict or waive any consumer, contractual or other legal rights that cannot lawfully be excluded under applicable law.
Where mandatory applicable law provides a customer with rights that are more favorable than this policy, those statutory rights will apply.
- Fraudulent or Abusive Return Claims
MACAW Engineering reserves the right, subject to applicable law, to investigate suspected fraudulent, abusive or dishonest return claims.
Examples may include:
- Returning a different product from the one purchased;
- Deliberately damaging a product;
- Providing false information;
- Repeated abusive return requests;
- Removing serial numbers or identification marks;
- Unauthorized modification or repair; or
- Attempting to obtain a refund without returning the supplied product.
MACAW Engineering may refuse such claims where permitted by law and may take appropriate legal or commercial action where necessary.
- Policy Changes
MACAW Engineering may update this Return, Refund & Cancellation Policy from time to time to reflect changes in our products, business practices, payment methods, legal requirements or marketplace requirements.
The latest version published on our website will apply to orders placed after the effective date of the updated policy, unless otherwise required by law or an existing written contract.
- Contact Us
For return, refund, cancellation or warranty-related inquiries, please contact:
MACAW Engineering
Dhaka, Bangladesh
Website: macawengineering.com.bd
Email: info@macawengineering.com.bd
Phone/WhatsApp: +8801714109974
Subject for email: Return / Refund / Cancellation Request – [Invoice or Order Number]
Important Customer Notice
MACAW Engineering strongly recommends that customers review the product specification, quotation, capacity, technical requirements, installation conditions and commercial terms before confirming an order.
For elevators, generators, solar systems, substations and other engineered products, customers should obtain technical confirmation before placing a purchase order because these products may be specially configured, imported, manufactured or procured for a particular project.
This policy should be read together with the applicable quotation, purchase order, warranty terms and any written contract.