Our Warranty Policy

1. Warranty period

DigiMark Solution provides a standard warranty of 12 (twelve) months from the date of purchase for electronic products and mechanical hardware, unless a different period is explicitly stated on the product page or purchase invoice.

Some manufacturer partnerships carry different standard terms (for example, certain NexaKey products). Where a manufacturer’s own warranty is longer, DigiMark will honour the manufacturer’s stated period.

2. What is covered

Within the warranty period, DigiMark Solution will repair or replace — at its discretion — any product found to be defective due to:

• Manufacturing defects — faults present at the time of manufacture, including component failure, circuit board failure and sensor degradation under normal use.
• Firmware or software defects — errors in the manufacturer’s original firmware that cause the device to malfunction, resolvable by update or replacement.
• Material defects — defects in the physical materials used in the product’s construction that cause failure under normal operating conditions.

3. What is not covered

The following are excluded from warranty coverage. Damage or failure resulting from any of the below will be assessed as chargeable repair:

• Physical damage — cracks, dents, broken screens, damaged ports or connectors caused by dropping, impact or mishandling.
• Water or liquid damage — unless the product is explicitly rated for water exposure (e.g. IP65 or higher) and the damage occurred outside its rated conditions.
• Electrical damage from incorrect power supply — using a power adapter of incorrect voltage or current rating.
• Unauthorized repair or modification — any product that has been opened, repaired or modified by a party other than DigiMark or an authorized service centre.
• Normal wear and tear — cosmetic deterioration that does not affect function.
• Consumables — RFID cards, cable, power adapters, brackets, batteries and similar accessories are not covered under the electronics warranty.
• Damage from improper installation — failure caused by incorrect wiring, exceeding rated load, or installation in an environment outside the product’s rated specifications.
• Theft, loss or fire damage — physical loss or environmental disaster is not a warranty claim.

4. Warranty eligibility conditions

To be eligible for a warranty claim, all of the following must be met:

1. The product was purchased directly from DigiMark Solution or an authorized DigiMark dealer.
2. The claim is made within 12 months of the original purchase date.
3. The device serial number matches DigiMark’s purchase records.
4. The product shows no signs of physical damage, water damage, unauthorized repair or modification.
5. The original purchase invoice or proof of purchase can be provided on request.

5. How to make a warranty claim (RMA process)

1. Submit an RMA request at digimarkbd.com/rma_support or call the RMA hotline: +880 19889 999 24.
2. Provide your product model, serial number, purchase date and a description of the fault.
3. DigiMark will assess warranty eligibility within 2 business days and confirm via phone or WhatsApp.
4. Drop off the product at any DigiMark branch (or courier to Motijheel head office) with the original packaging where possible.
5. In-warranty repairs or replacements will be completed within 5–7 working days from receipt of the unit.
6. You will be notified by WhatsApp/phone when the unit is ready for collection or dispatch.

6. Out-of-warranty repair

Products outside the 12-month warranty period, or with damage excluded under clause 3, may still be repaired by DigiMark’s service team at a chargeable rate. Submit an RMA request to receive a repair assessment and quote before committing.

7. Warranty on repaired or replacement units

Repaired or replacement units carry a warranty for the remainder of the original warranty period, or a minimum of 90 days from the date of return — whichever is longer.

8. Manufacturer warranty alignment

For brands where the manufacturer provides a separate warranty programme (e.g. ZKTeco, Hikvision, VIRDI), DigiMark acts as the authorized local warranty service point. Claims that require factory-level repair or replacement will be coordinated with the manufacturer and may take longer than 5–7 days. We will keep you informed of timelines throughout.

9. Limitation of liability

DigiMark Solution’s liability under this warranty is limited to repair or replacement of the defective product. We are not liable for consequential losses, data loss, business interruption or any indirect damage arising from a product defect.

10. Policy updates

This warranty policy is effective from January 2024 and supersedes all previous versions. DigiMark reserves the right to update this policy; the version in effect at the time of purchase applies to that purchase.