1. Customer Support Policy

• Availability: Customer support is available from 9:00 AM to 9:00 PM (Bangladesh Standard Time), seven days a week.
• Contact Channels: Customers can reach out through the following:
  • Phone Support: Dedicated hotline for urgent queries.
  • Email Support: Responses within 24 hours.
  • Live Chat: Instant assistance available during business hours.
• Languages Supported: Bengali and English support to accommodate local and international customers.
• Response Time: Aim to resolve all customer queries within 48 hours for regular issues and 72 hours for complex cases.

2. Order Processing and Delivery Policy

• Order Confirmation: Orders are confirmed via email/SMS within 15 minutes of placing an order.
• Delivery Time:
  • Within Dhaka City: 1-3 business days.
  • Outside Dhaka City: 3-7 business days.
• Shipping Fees:
  • Standard shipping fees apply for orders under BDT 1,000.
  • Free delivery for orders above BDT 1,000 within Bangladesh.
• Cash on Delivery (COD): Available for selected products within Dhaka and other major cities.

3. Return and Refund Policy

• Return Eligibility:
  • Returns are accepted within 7 days of receiving the product.
  • The product must be in original packaging, unused, and with all tags intact.
• Non-Returnable Items: Perishable goods, personal care products, and electronics once opened cannot be returned unless faulty.
• Refund Process:
  • Refunds are processed within 7-10 business days.
  • Refund options include bank transfer, mobile wallet transfer, or a replacement voucher.
• Shipping Cost for Returns: Shipping costs for returns are borne by the customer unless the product is defective or incorrect.

4. Payment and Security Policy

• Accepted Payment Methods:
  • Cash on Delivery (COD).
  • Online payment via debit/credit cards, mobile wallets (e.g., bKash, Nagad), and bank transfers.
• Payment Security:
  • All online transactions are encrypted to ensure data security.
  • Secure Socket Layer (SSL) protocols are used to protect customer information.

5. Privacy Policy

• Customer Data Collection: Only essential personal information is collected for order processing and delivery.
• Data Security: Customer information is stored in secure databases and not shared with third parties.
• Marketing Communication: Customers can opt-in or opt-out of receiving promotional emails or SMS notifications.
• Cookies: Website cookies are used to improve user experience, and users can manage cookie preferences.

6. Compliance and Grievance Redressal Policy

• Legal Compliance: All eCommerce operations adhere to the Bangladesh Consumer Rights Protection Act, 2009 and Digital Commerce Management Guidelines, 2021.
• Grievance Redressal Mechanism:
  • Customers can lodge complaints via email or phone.
  • All complaints are acknowledged within 24 hours and resolved within 10 business days.
• Escalation: If unresolved, customers may escalate issues to the Directorate of National Consumer Rights Protection (DNCRP) in Bangladesh.

Note: This policy is subject to updates based on government regulations and market dynamics. Customers will be informed of any significant changes to ensure transparency.