Question 1

Are all devices sold by Texel 100% authentic and original?

Accepted Answer

Yes, absolutely. We do not sell cloned, refurbished replicas, or counterfeit devices. Every device undergoes an exhaustive 30-point diagnostic check by certified technicians. We verify motherboard authenticity, original display panels, camera optics, biometric sensors, and verify the serial number on the manufacturer database (e.g. Apple Check Coverage, Samsung IMEI database).

Question 2

What battery health percentage can I expect on used Apple devices?

Accepted Answer

We never sell devices with degraded or unserviceable batteries. Every pre-owned iPhone listed has its exact battery health percentage transparently stated (typically 85% to 100%). For Apple devices, we run diagnostics to verify that the battery is original and has not been bypassed by software modifications.

Question 3

What is the cosmetic grading standard (Like New, Good, Fair)?

Accepted Answer

Like New (Grade A+): Flawless with virtually zero visible scratches or dents, comparable to a freshly opened box. Good (Grade A): Minor micro-scratches barely noticeable under normal lighting. Fair (Grade B): Noticeable signs of everyday usage, light casing scuffs, but 100% mechanically and functionally flawless.

Question 4

Can I request actual live pictures or video of a specific device unit?

Accepted Answer

Yes! We believe in 100% buying transparency. On any Pre-Owned product page, you can click "View Actual Pictures -> Connect via WhatsApp" to receive live, high-resolution photos and video of the exact device, serial number, and battery health before you place an order.

Question 5

How does the online Trade-In / Phone Exchange process work?

Accepted Answer

Step 1: Choose your brand, model, storage, and condition in our 4-step wizard to get an instant valuation estimate. Step 2: Bring your device to our outlet (Bashundhara City or Jamuna Future Park) or book doorstep evaluation in Dhaka. Step 3: Our technicians verify the hardware in 10-15 minutes. Step 4: Receive instant cash payment or use it as store credit toward your new device plus a 5% upgrade bonus.

Question 6

Will servicing or changed parts reduce my trade-in valuation?

Accepted Answer

We accept devices that have undergone past servicing or part replacements (e.g., replacement battery, screen, or camera), provided they are disclosed honestly during the appraisal. Our technician tests functionality, and our system dynamically calculates a fair, transparent market value based on current operational health.

Question 7

Do I need to bring the original box and accessories to exchange?

Accepted Answer

Having the original box with matching IMEI and manufacturer charging accessories will fetch you the highest possible valuation tier. However, if you lost the box or cable, you can still exchange or sell your phone by providing your original NID / National ID card for verification.

Question 8

Can I sell my phone directly for cash without buying another device?

Accepted Answer

Yes. In Step 4 of our exchange wizard, you can select "Sell my device directly for cash". Once physically verified in our store or by our doorstep inspection executive, payment is transferred instantly to your bKash, Nagad, or bank account.

Question 9

What is Texel’s 15-day instant replacement guarantee?

Accepted Answer

If your purchased pre-owned device develops any functional hardware defect within 15 calendar days of purchase that was not present in the grading report, bring it to any Texel store or ship it back. We will inspect and replace it immediately with an equivalent model or issue a full refund if stock is unavailable.

Question 10

What does the 12-month service warranty cover?

Accepted Answer

Our 12-month service warranty covers all labor and diagnostic charges for motherboard issues, software crashes, network modem glitches, and speaker/mic servicing. Physical accidental breakage, liquid immersion, and unauthorized third-party tampering void the warranty.

Question 11

How do I claim warranty if I live outside Dhaka?

Accepted Answer

Customers outside Dhaka can easily claim warranty by contacting our support team via WhatsApp or hotline. You will receive a return authorization code. Courier the phone to our central service lab in Dhaka; we handle diagnostic repair and ship it safely back to your address with insured transit.

Question 12

Are brand-new devices covered by official brand warranty?

Accepted Answer

Yes. All brand-new smartphones, tablets, and laptops come with official manufacturer warranty (Apple, Samsung Bangladesh, Xiaomi, etc.) or Texel 1-year replacement & service warranty as clearly marked on the product specification badge.

Question 13

What payment methods do you accept?

Accepted Answer

We accept Cash on Delivery (COD) across all 64 districts in Bangladesh, bKash (Tokenized Instant Checkout), Nagad, Rocket, Upay, Visa, Mastercard, and American Express cards with secure SSLCommerz 3D-secure encryption.

Question 14

Do you offer bank EMI (Equal Monthly Installment) facility?

Accepted Answer

Yes, we provide 0% interest EMI options from 3 to 36 months through over 20+ leading Bangladeshi commercial banks (City Bank, BRAC Bank, Eastern Bank, Standard Chartered, SCB, Mutual Trust, DBBL, etc.). EMI can be availed both in-store and online at checkout.

Question 15

How fast is delivery and can I inspect the package before paying?

Accepted Answer

Inside Dhaka: Same-day delivery (within 4-6 hours) or standard next-day delivery. Outside Dhaka: 24 to 48 hours via fast courier services (Steadfast, RedX, Sundarban). Open-box verification is supported so you can check device exterior and IMEI before releasing payment.

Question 16

How do I track my order status?

Accepted Answer

As soon as your order is confirmed, you will receive an SMS and email notification with a live tracking code. You can also visit our "/track-order" page and enter your registered mobile number and order ID to view real-time courier dispatch progress.

Frequently Asked Questions

Still Have Questions? We're Here to Help

WhatsApp Direct Chat

Customer Support Hotline

Visit Our Experience Centers

Texel - Basement 2, Shop 26, Bashundhara City Shopping Complex

Texel - Level- 5, Block- A, Shop- 6, 7, 8. Bashundhara City Shopping Complex

Texel - Level 4, Zone A (West Court), Shop 28D, Jamuna Future Park