4. Orders

4.1 Order Process

• Orders are subject to availability
• We reserve the right to refuse or cancel orders for any reason
• Contract is not binding until we accept it
• Order confirmation will be sent via email (Auto Confirmation on accepting payment)

4.2 Required Information

When placing an order, you must provide:

• Personal information including phone number and/or email address
• Recipient’s information (if different)
• Payment details

4.3 Order Cancellation

You may cancel or modify your order through:

1. Customer Care phone line
2. WhatsApp chat with online agent

Cancellation conditions:

• Must be requested within 2 hours of placing the order
• Orders cannot be cancelled once shipped

5. Delivery

5.1 Delivery Coverage and Timing

• Delivery hours: 10 AM – 7 PM on working days
• Dhaka City: 1 – 2 business days
• Outer Districts: 3 – 5 business days
• Not all products available for delivery to all areas

5.2 Delivery Requirements

• Full address details and accurate postcode required
• Recipient’s phone number mandatory
• Customer’s contact details recommended for notifications

5.3 Special Conditions

• Business location deliveries require authorized personnel signatures
• Multiple items may be delivered separately
• Failed deliveries require recipient-arranged redelivery (additional charges may apply)
• Specific delivery times cannot be guaranteed

6. Returns and Refunds

6.1 Return Eligibility

• Returns accepted within 10 days of delivery
• Items must be unused, in original packaging, with all accessories
• Proof of purchase required
• Excludes: perishable items, final sale items, non-returnable items, discounted/clearance items

6.2 Return Process

1. Submit return request through customer service portal
2. Await approval
3. Ship items back following provided instructions
4. Quality inspection of returned items

6.3 Refunds

• Processed to original payment method
• Processing time: 5-7 business days after inspection
• Original shipping fees non-refundable

6.4 Exchanges

• Available for defective items within 30 days of delivery
• Subject to product availability
• Company covers shipping costs for exchanges

7. Account Services

7.1 Age and Security Requirements

• Must be 18+ to register
• Users must change auto-generated passwords
• Users responsible for all account activity
• Password changes may be required for security

7.2 Account Management

• Users must maintain accurate registration details
• Personal information updates required immediately
• Account security maintenance is user’s responsibility

7.3 Prohibited Uses

• No harmful, abusive, or objectionable content
• No unauthorized system accesses
• No interference with other users
• Site reserves right to remove content

8. Legal Provisions

8.1 Liability Limitation

The company is not liable for delays or inability to perform services due to circumstances beyond reasonable control.

8.2 Terms Modification

• Company may change terms at any time
• Changes effective within 12 hours of posting
• Customers responsible for reviewing updated terms
• Future interactions governed by new terms

8.3 Intellectual Property

• Website copyright belongs to the company
• Usage restricted to personal, non-commercial purposes
• Written permission required for copying, storing, modifying, or distributing content

8.4 Privacy and Data

• Personal data used only to fulfill obligations
• Information stored securely
• Data usage governed by Privacy Policy
• Cookies used to enhance functionality

8.5 Agreement Supremacy

• Terms override all previous arrangements
• Represents complete understanding between parties
• Exception for fraudulent misrepresentation
• Invalid terms don’t affect remaining terms’ validity

9. Contact Information

For assistance or inquiries:

• Email: customercare@chondonexpress.com
• Chat: Available via WhatsApp +880 1819-401443
• Customer Service Hours: Saturday – Thursday, 10 AM to 8 PM (BDT)

These Terms and Conditions are subject to change. Last updated: 02.02.2025