Sample: Terms & Conditions, Return & Refund Policy, Cookies & Privacy Policy, and Warranty & Guarantee
Did you know that in Bangladesh, about 25% of the e-commerce sector operates in the non-formal or social media commerce (SM Commerce) space, and most of them are not even aware of their own terms, return, exchange, or refund policies? In fact, many e-commerce websites don’t even display such policies at all.
In Bangladesh nearly 70% of DBID (Digital Business ID) applications are rejected — sometimes because terms and policies are missing, not visible on the actual site, only in English (not in Bangla), or not compliant with the “Digital Commerce Operational Guidelines 2021.”
However, having clear terms and policies is a basic norm of doing business. Your customer is buying without seeing the product physically — you must offer a trustworthy experience. How long will it take to deliver the product? Under what conditions will you accept returns, and under which you won’t? How will the refund be processed? These declarations must be made in advance.
Once a buyer agrees to your policy and purchases your product, they become your contractual customer, because the Law of Contract recognizes their consent as a valid agreement.
In this series, we are offering two types of sample policies for three types of businesses:
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Tangible Products – in both Bangla and English
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Intangible Products – in both Bangla and English
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Service Providers – in both Bangla and English
Here is a sample for your convenience, applicable to deliverable products:
1. Terms and Conditions
1.1 General Conditions:
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To purchase from ABC.com, the customer must register and agree to the terms and conditions.
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All products are subject to availability. Out-of-stock items are not eligible for ordering.
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ABC.com only accepts orders for products it can deliver.
1.2 Pricing and Payment:
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All prices displayed on the website include applicable taxes.
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The purchase process is complete only after full payment by the customer.
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Payment can be made in advance via online methods or bKash.
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Cash on Delivery (COD) is also available.
1.3 Delivery:
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Orders within the same city will be delivered within 5 days, and in other cities within 10 days.
(Delivery time may be shorter for perishable or essential products.) -
Products must be handed over to the delivery agent within 48 hours of full payment.
1.4 Complaints:
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Customers may report issues via ABC.com’s helpline or email.
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All complaints will be addressed within 72 hours of submission.
1.5 Data Retention:
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Purchase and transaction-related data will be retained for 6 years.
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However, personal data will not be shared with third parties.
(This aligns with data retention rules under current information law.)
2. Return and Refund Policy
2.1 Return and Exchange:
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Customers may report defective, damaged, or incorrect products within 48 hours of receipt.
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Only unnecessary or unsolicited products can be returned.
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Perishable or essential goods are non-returnable.
(These policies may vary based on company type.)
2.2 Refund:
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Refunds for eligible returned items will be processed within 72 hours.
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Refunds will be made via the original payment method.
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Customers will not be forced to accept alternate products.
2.3 Procedure:
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To return a product, the customer must submit the necessary receipt and proof of purchase.
3. Cookies and Privacy Policy
3.1 Use of Cookies:
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ABC.com uses cookies to enhance the browsing experience.
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Customers can view detailed information on the Cookies Policy page.
3.2 Personal Data Protection:
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Personal data will not be disclosed to third parties.
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Data will not be transferred unless legally required or instructed by government authority.
3.3 Data Security:
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Customer data is stored in encrypted systems and accessible only to authorized staff committed to confidentiality.
(Policies may vary depending on the organization.)
4. Warranty and Guarantee
4.1 Warranty Terms:
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For electronic items, manufacturer warranty applies.
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To avail of warranty service, customers must provide proof of purchase.
4.2 Guarantee:
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Products will be delivered in working condition and free of defects.
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In case of product defect, the company will replace or repair the item.
4.3 Warranty Not Applicable:
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Warranty is void if damage is caused by misuse, accident, or negligence.
Contact:
For any queries or complaints, please contact our helpline or email:
Helpline: +880-XXX-XXXXXXX
Email: support@abc.com
Thank you,
Team ABC.com
Important Note:
Please tailor each point to your organization’s specific operations. Do not copy this content exactly. This is a general guideline and may not apply directly to your business context.
Written by: Jahangir Alam Shovon
Image Credit: Unsplash
