Complaints & Grievance

Devstation IT, operator of OUTLAND, maintains this grievance procedure so that customers can raise a complaint about an order, a product, a payment, delivery, customer service or the handling of personal data, and have it reviewed fairly and in good faith.

Complaints are received by our Grievance Officer at:

• Email contact@devstationit.com
• Phone +880 1577-302590
• Post Grievance Officer, Devstation IT, Level 6, Bondon Tower, Road No. 4, Shatmasjid Housing, Muhammadpur, Dhaka, Bangladesh

So that we can act quickly, please include:

• Your full name and the phone number or email used on the order.
• Your order number, if the complaint concerns an order.
• A clear description of the problem and what outcome you ask for.
• Supporting evidence, such as photographs, an unboxing video, screenshots or payment references.

Complaints about a defective or wrong item must also meet the time limit and evidence rules in the Return & Refund Policy.

• Acknowledgement we will confirm receipt within 3 business days and give you a reference.
• Review we may ask for more information, contact the courier or payment provider, and inspect the item.
• Decision we aim to give a reasoned written response within 15 business days of acknowledgement. If a case needs longer, for example because a courier or bank has not replied, we will tell you why and when to expect an answer.
• Remedy where a complaint is upheld, the remedy is as set out in the Return & Refund Policy, or another fair remedy we offer in the circumstances.

We may decline or close a complaint that is abusive, repeated without new information, made outside the time limits in our policies, unsupported by the evidence those policies require, or already decided. We will explain our reasons in writing.

Complaints about how we handle personal data go to the same officer. Please mark them “Privacy”. We respond within the periods stated in the Privacy Policy.

If you are not satisfied with our response, you may take the matter to the Directorate of National Consumer Rights Protection of Bangladesh or to any court or authority with jurisdiction. Using this procedure first is encouraged but does not limit those rights.