Policy Templates
Policies associated with using our website and services.
Website Policy Templates
Shop Owners are requested to read all these Policy Templates for Privacy, Terms of Service, Return and Refund, Shipping, and EMI carefully before editing and posting them for Customers who will access the Shop Owner’s Website. These policies explain important information about Customers’ rights, obligations, limitations, and exclusions in using The Website. The Policy Templates can be used in both Default Pages for Privacy, Refund, Shipping, and EMI and Custom Pages like Terms of Service, Monthly Deals, or Flash Sales etc.
Image: Policy Templates can be edited and used in both Default Pages and Custom Pages for Customers.
1 - Privacy Policy
Privacy Policy for Customers in using The Website and its services.
Introduction
This page explains the Seller’s policies regarding the collection, use, and disclosure of the Customer’s Personal Information that the Sellers will receive from The Website. Please note that, from here on, Retail Xen is going to be referred to as The Website. This Privacy Policy has been compiled to better serve all the Customers who may be concerned with how their personal information will be used online.
Therefore, please read the Privacy Policy carefully to get a clear and comprehensive understanding of how the Seller collects, uses, protects, or handles the Customer’s personal information in accordance with The Website. By reading these policies, you will understand how the Seller takes steps to secure your personal information while you browse or shop at The Website.
The Seller only strives to collect information that is relevant to their business transaction with the Customer. All these information will be kept in records as long as they are relevant for business purposes or as required by law. Hence, by using The Website, the Customer will agree to the collection and use of their information in accordance with this Privacy Policy.
Without having to provide personal details, the Customer can browse The Website anonymously and unless they have an account on The Website or login with their username and password, the Seller cannot identify them.
Data that we Collect
The general information that the Seller collects from Customers include name, date of birth, email address, home address, work address, delivery address, phone number, payment, credit and billing information. When Customers register on The Website, the Seller stores their personal information that they provide in their user profile.
The Customer can view, edit, and delete their personal information and payment details at any time except for the username. The website administrators can also view and edit these information.
Furthermore, to carry out financial transactions during payments, the Seller collects information like bank account and payment details (for refund purposes). The Customer will have to use services of authorized third parties to collect order their related payments like BKash, Nagad, PortWallet, and SSLCommerz if they select those payment methods.
Cookies
Cookies are tiny text files which identifies the Customer when they visit certain pages on The Website. Cookies are stored by the Customer’s internet browser to recognize their IP address, or provide certain features on The Website like automatic login and product recommendations etc. Therefore, the acceptance of these cookies will make the Customer’s login and ordering process convenient.
During login at The Website, several cookies are set up to save the Customer’s login information and screen display choices. The login cookies will be retained for two weeks and the screen display option cookies for a year. If the Customer sets their browser to accept no cookies, the process will restrict their use of The Website. Please be assured that the cookies do not contain any personal details and are free from viruses.
The Seller records data of to keep track of new users and their demographics. Additionally, when Customers contact the Seller for getting information on Product(s) and services, the Seller retains their contact information for future communications.
For delivery of Product(s), the Seller will have to pass the Customer’s name and address to the third party courier services to assist with the delivery process. The Seller aims to keep Customers’ contact information up-to-date and expect them to inform of any changes so that their order can be delivered properly.
Completed information of orders will be stored in The Website and the Customer will be able to access this information by logging into their account. From the Orders tab, they can view the details of their past and present orders, orders that were cancelled, and orders ready to be dispatched.
The information associated with Customer’s orders will be kept secure. If they place an order on The Website, the Seller will collect various information to process orders and provide services according to their request.
Login Credentials
Customers need to be careful about the misuse of personal information like passwords as the Seller cannot assume the liability of the misuse of password in logging into The Website. They should make sure to keep those login information confidential and not share with unauthorized third parties.
For Market Research
The Seller may use customers’ personal information for the purpose of market research, which will mainly be used for statistical purposes and anonymously. Customers will have the freedom to opt out of this any time. They can be assured that their answers to opinion polls and surveys will not be forwarded to any third parties.
Besides, any Customer may choose to disclose their email address only if they are willing to take part in surveys and competitions. Upon participating and winning on the Seller’s contests, Customers may be asked to share their personal information again.
Customers may receive promotional emails from the Seller regarding their Product(s), services, sales promotions, or newsletters. If the Customer prefers not to receive these additional information, they can “Unsubscribe” from the email list at any time. Upon the Customer’s request, the Seller will stop sending any further information via email.
Google Analytics
The Website uses Google Analytics, a web analysis service of Google, Inc. at 1600 Amphitheatre Parkway in Mountain View, California 94043, USA. Google Analytics employs cookies to record the time, location, and frequency of the Customer’s visits to The Website, including their IP address which will be transmitted to and stored by Google on their servers in the United States.
Google may also transfer this information to third parties where required to do so by law or where such third parties process this data on Google’s behalf. Google clarifies that they will not associate your IP address with other data held by Google. The Customer can block cookies from being used by adjusting the settings on their browser, but it will prevent them from utilizing the full functionality of The Website.
Third Parties and External Links
The Seller may exchange information with third parties to ensure provide fraud protection and credit risk reduction depending on circumstances. Prior to obtaining the Customer’s permission, the Seller will not share or disclose personal information to third parties. In addition, The Website may contain links to third party websites which are out of our control.
In those cases, the Seller will not be responsible for the privacy practices or contents of those third party websites. Therefore, if the Customer access to third party websites using the links provided (in The Website), those websites may collect their information in accordance with their privacy policy, which will not be covered by this Privacy Policy.
Security and Rights
To prevent unauthorized access and accidental loss of data, The Website keeps Customers’ personal details and all the data on a secure server. Therefore, even when the Customers need to update their personal details, we may occasionally request proof of identity before disclosing specific information.
The Customers are requested to protect against any unauthorized access to their login credentials. They also have the rights to access to and request for any correction on their personal data that the Seller may hold or process during ordering. At any stage, the Customer may also request the Seller to stop using their personal information for marketing purposes.
If the Customer have questions about privacy policies, security of their personal information or need to access any specific personal information that the Seller holds about them, they can contact at:
ADDRESS:
PHONE: (During office hours, Monday - Friday, 10:00am - 6:00pm)
EMAIL:
Amendment of our Privacy Policy
This Privacy Policy will remain in full effect with respect to any changes in its provisions in the future. The Seller reserves the right to make changes to this Privacy Policy from time to time by undertaking new personal data practices or adopt new privacy policies by recognizing their responsibility for data protection and privacy.
The Customer’s continued use of The Website after the Seller posts modifications to privacy policies on this page will constitute their acknowledgment and their consent to abide by the modified Privacy Policy. Thus, the Seller encourages the Customers to review this privacy policy often to stay informed of changes that may affect them.
2 - Terms of Service
Terms of Service for Customers in using The Website and its services.
Terms of Service
Please read the Terms of Service carefully before accessing or using The Website and purchasing Products. They explain important information about your rights and obligations, as well as, limitations and exclusions in using The Website. As officially stated, you will have to agree to and accept all Terms and Conditions as the Customer, to continue using The Website and its services.
On placing any purchase order from The Website, you become a “Customer” and get involved with our “Services”. In addition, it will consecutively mean that, as the Customer, you are agreeing to be bound and be fully aware of the following terms and conditions.
You can review the most current version of the Terms of Service at any time on this page. The Seller reserves the right to update, change or replace any part of these Terms and Conditions. Thus, your continuous use of, or access to The Website, following the posting of any changes will constitute your acceptance of those changes.
Definition
1.1. “Customer” means the person who will order Product(s) through this Website.
1.2. “Seller” means the shop owner who will sell Product(s) to Customer through this Website.
1.3. “Product(s)” mean all the products listed as shopping items on The Website.
1.4. “The Website” means Retail Xen, where the Customer will buy and the Seller will sell Product(s).
To register on Retail Xen, you will need to create a login name and a password as the Customer. You will be responsible for keeping this information correct, confidential, and up to date. You must take full responsibility that the entered data truly identifies you.
The Seller will not be liable for any consequences that may result from inputting any incomplete and incorrect information related to the orders. In case of online payments, you will be required to enter the payment details. By placing an order, you will agree that your contact and payment information may be used to process your payment and to execute your order.
Placing Order
When placing an order through The Website, the Customer will agree to these terms and conditions on purchasing the Product(s). After the Customer places their order, the Seller will verify availability of the product, payment, billing and shipping details to proceed with the order.
The Customer will receive an order confirmation via their phone number and email when the order is received and is being processed by the Seller. When order is shipped, the Seller will send notification to the Customer via phone number and email.
Please note that, there are cases when a Customer’s order cannot be processed for several reasons and the Seller reserves the right to cancel any order for any reason at any given time. In such cases, the Customer may be asked to provide additional information for verification purpose before their order is confirmed.
The Seller reserves the right to obtain validation of the Customer’s payment details for avoiding any fraudulent activities with credit cards, debit cards, and bank transactions. These verifications may take forms of identity, banking information, and billing address confirmation checks.
The Customer’s absence of a confirmation replying following such inquiries will automatically result in the cancellation of their order within a designated time period. The Seller also reserves the right to directly cancel an order for suspecting a risk of fraudulent use of credit or debit card.
Products
The Product(s) are available exclusively online at the Seller’s shop on The Website. The Sellet will try to make every effort to be as accurate as possible in displaying the Product(s) in their original colors and accurate models.
However, due to your device’s visual settings, technical issues, and differences in display, variations may occur to the colors or sizes of the Product(s). Therefore, we cannot guarantee that the physical product will look exactly like the display images.
Product Pricing
The Seller is determined to provide the most accurate pricing information on The Website to the Customers. However, errors may still occur in cases, when the price of Product(s) may not correctly display on The Website. In those circumstances, the Seller reserves the right to cancel any order.
In cases, when Product(s) are mispriced, the Seller, at their own discretion, will contact the Customer for instructions or cancel the order and inform the Customer of such cancellation. The Seller has the right to cancel any such orders whether or not the order has been confirmed and paid. Necessary actions will be taken to rectify the situation or issue a refund to Customer’s original payment method.
All the product prices are subject to change without notification, and while every effort is made to ensure the accuracy of prices displayed on Retail Xen, they are not guaranteed to be accurate. Also, certain promotional pricing and offers are only valid during specific dates and other requirements have to be met in order to receive these promotional pricing.
The Seller reserves the right to cancel any orders containing pricing errors at any time, during or after the ordering process, with no further obligations to the Customer. Also, the pricing policies are subject to change from time to time and at our sole discretion and as provided by applicable law.
The Customer will solely be responsible for maining confidentiality of their account and password. They must accept the responsibility for all activities that occurs under their account and restrict any unauthorized access. They should also promptly update their account details, payment details, email address, and phone number, so that the Seller can complete transactions and contact the Customer whenever needed.
The Seller reserves the right to refuse any order placed by the Customer at their sole discretion, limit and cancel any quantities purchased. These restrictions may include orders placed by or under the same Customer account, the same credit card, and orders that use the same billing and shipping address.
If the Seller makes changes or cancels an order, they will contact the Customer via phone or e-mail address provided at the time the order was made. As the Customer, you agree to provide complete and accurate account information for all the purchases made at The Website.
Pricing and Payment
All prices are shown in Bangladeshi TAKA exclusive or inclusive of value added tax (VAT) and shipping costs. For orders, inclusive of VAT, it will be mentioned in electronic invoice or printed invoice that is provided to the Customer. At present, the Seller will only be keeping TAKA as the acceptable payment currency, but will add other currency options in the future.
Items in the Customer’s Shopping Cart will always reflect the most recent prices displayed on The Website. It is also possible that a product’s price may increase or decrease between the time the Customer places it in their cart and the time they purchase it.
To place an order on The Website, the Customer will have to provide valid payment details and billing information as requested by the Seller. For different payment methods like, BKash, Nagad, Bank Transfer, Credit Card, Cheque, Ledger, PortWallet, or SSLCommerz, you may be charged before or upon confirmation of the order or prior to shipment of the Product(s).
For Cash (during In Store Pickup) or Cash on Delivery (at Shipping Address), the Customer will be able to make payment while picking up the order or receiving the package from the courier.
The Seller will take all necessary precautions to keep the Customer’s order and payment details secure but they will be held liable for any losses caused as a result of unauthorized access to the Customer’s information.
Product Delivery
The Seller will ship the Product(s) to the delivery address last updated or added by the Customer. Based on the Customer’s preference and selection, the Seller will perform delivery with reputable carriers like RedX, FedEx, DHL, UPS, Paperfly, Aramex, GoGoBangla, Ecourier, Now, and Koopon etc.
Any loss or damage of the Product(s) must be reported immediately to the Seller. Please also note that, any dates quoted by the Seller for the delivery of your product are estimates only and shall not form part of the terms. Even though, the Seller will try to deliver your product promptly, delays may sometimes be inevitable due to unforeseen circumstances. Therefore, the Seller will not be liable for any delay in delivering the Product(s) within the estimated time.
Return and Refund Policy
The Seller always try their best to provide Customers with the proper Product(s). However, in the unlikely event, if the Customer receives any damaged or incorrect Product(s), then they may file a request for a return. To be eligible for replacement Product(s) or refund by the Seller, the Customer must return the Product(s) in a resalable and unused condition in their original packaging. To learn more, please review the Return and Refund Policy.
Force Majeure
Unforseeable circumstances like fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, or equipment failures are out of the Seller’s control. So, for any delays or failure in delivering the order, the Seller shall not be liable if they fall under these circumstances. Similarly, if there are shortage of quantities in stock, the Seller may allocate Product(s) at their sole discretion.
Governing Law
These terms and conditions stated shall be governed by and construed under the governing laws of Bangladesh. The Seller and the Customer shall irrevocably submits to the jurisdiction of the courts of Bangladesh for all purposes in connection with any proceeding which relates to this Agreement.
Any dispute arising under or in relation to this Agreement concerning the Customer’s order received by the Seller shall be resolved under the governing law. If either party shall commence an action or proceeding to enforce any provision of this Agreement, then the prevailing party shall be reimbursed by the other party for its expenses incurred with the prosecution of such action or proceeding.
Privacy Policy
Our Privacy Policy is designed to give Customers a better understanding of how the Seller protects their personal information. Read the detailed Privacy Policy here that will help you understand what information we collect, how we use it and what choices you have when you purchase Product(s) from The Website as the Customer.
Copyright
All contents on The Website including texts, graphics, logos, icons, audio, video, digital downloads, data compilations, and software, are properties of Retail Xen and are protected by Bangladesh and international copyright laws. Please note that, cannot download, record, duplicate, copy, redistribute, reproduce or republish any information from The Website.
Amendments of Terms of Service
The Customer can review the most current version of Terms and Conditions any time on this page. The Seller will reserve the right, at their sole discretion, to update, change, or replace any portion of these Terms and Conditions any time, so it is the Customer’s responsibility to check The Website at times for changes.
Your continued use of or access to The Website or its services following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
3 - Return and Refund Policy
Return and Refund Policy for Customers in purchasing Product(s) from The Website.
Return and Refund Policy
Thank you for shopping with us at Retail Xen. Ifyou not completely satisfied with the purchase of any Product(s) as the Customer for any reason, we invite you to review the Return and Refund policy. For filing a claim on any Product(s) quality issue, you will have to directly contact the Seller, who will assist you. Therefore, please read through these Refund and Return policies before you make any Product(s) purchase.
The following terms will be applicable to all the Product(s) purchased from the Seller via the website. The return policies for Product(s) include manufacturing defects, wrong sizes, color, and damage, or broken items in transit etc. If the Customer’s claim falls within these categories, then they may file a form to request for a return of their Product(s) through the following procedures:
Return Request Procedure
If a Customer wants to return any Product(s) that are defective, they must return it to the Seller at their own expense. The Customer may only return the Product(s), if the Product(s) in question is defective. To formally complete the Return procedure, the Customer will have to complete and submit a Request for Return Form mentioning the Order ID and reasons for Return to the Seller.
Customer’s Claim Verification
Upon verifying the Customer’s claim, the Seller will notify the Customer through email that they may return the Product(s) to the Seller. After the Product(s) are returned in well packaged condition back to the Seller at the Customer’s expense, the Seller will inspect if the Product(s) are defective and provide a desired resolution.
The Seller reserves the right to refuse returns of any Product(s) that does not meet the above return conditions. The Customer will be responsible for return shipping expenses and handling charges that are not refundable. So, any amount refunded will not include the cost of shipping and the Seller will not take responsibility for the delivery time or loss of a returned package.
It is recommended, that the Customer uses tracking numbers to ensure that the Product(s) package is returned safely to the Seller. Without actual receipt of the Product(s) or proof of received return delivery, the Seller will not be able to issue replacement Product(s) or refund.
Replacement Product(s), Refund, or Store Credit
If the Customer request for replacement Product(s), the Seller will have to ship them to the Customer if they are available in stock. If replacement Product(s) are not available, then Seller will refund the original amount back to the Customer’s original Payment Method or issue Store Credit equivalent of Product price to Customer’s account.
Criteria for Defective Merchandise
Please note that all forms of digital products, software, video, or audio discs that have been opened are excluded from any return procedure unless they are actually Faulty and does not work. However, in this case, the Seller will determine if any Product(s) are faulty or not. Product(s) that are out of warranty and damaged or burned will be excluded from any return as well.
Criteria of Defective Merchandise includes having defects that arose from the initial manufacturing process. These include flaws like material imperfections and unusability that prevents the Customer from using the Product(s). Defects will not include: Color variations from the Website images to actual Products, Product(s) not fitting due incorrect size ordered by the Customer, or material damages done during opening the package (Customer’s use of sharp objects to cut into the parcel).
The Seller aims to make sure that the Customer remains satisfied with the Product(s) purchased, but they cannot accept return on instances like: If Customer changes their mind after placing an order, the quality of Product(s) not being acceptable in accordance with the Customer’s expectation, or Customer found the Product(s) cheaper with another Seller. Please note that, the Seller does not guarantee any price matches with other Vendors.
4 - Shipping Policy
Shipping Policy for Customers in receiving the Product(s) from the Seller.
Shipping Policy
By placing an order through The Website, the Customer will agree to the Shipping Policies below. These terms are provided to ensure that both the Customer and the Seller agrees on this arrangement to reciprocally protect and set expectations on the Shipping service for the Orders.
Shipping Costs
Shipping costs will be calculated during checkout based on the weight, dimension, and destination of Product(s) in the Order. The estimated charges for shipping will be calculated during purchase and before confirming the Order. This estimated cost will be the final price for the Shipping Fee to the Customer.
Delivery based on Stock Availability
Subject to Product’s stock availability, the Seller will try to maintain accurate stock counts of Product(s) on The Website. However, from time-to-time there stock discrepancy may be expected to suddenly occur, in case of which, the Seller will not be able to fulfill all the Product(s) of a Customer’s Order at time of purchase.
In this instance, the Seller will fulfill partial Order by shipping the available Product(s) to the Customer, and contact them about whether they would prefer to await restocking of the backordered Product(s) or prefer a refund for the items that were not shipped.
Shipping Procedures
The Seller will ship Products according to the Shipping Carrier of their choice from RedX, FedEx, Koopon, DHL, UPS, Now, PaperFly, Aramex, GoGoBangla, and ECourier when processing Order from The Website. They will process one shipping address per Order. If the Customer wants the Seller to ship to different addresses, then they will have to place separate Orders of Product(s) and make payments for them separately.
The Shipping date will depend on the Customer’s preferred delivery location and delivery type. Please note that, Customers located outside Dhaka city may have to collect delivery of their Product(s) from the nearest branches of the designated Shipping Carriers if the Products cannot be directly delivered at their address.
Tracking Notifications
Upon dispatch of their Product(s), Customers will receive a Tracking Number to their Order with a Link via email or SMS. Following the Tracking Number or link, they will be able to follow the progress of their shipment based on the latest updates made available by the Shipping Carrier.
Delivery Charges
Within Dhaka city, the regular delivery charges will be BDT 60 and outside Dhaka city, it will be BDT 120. Please note that, if there is any sudden change in delivery charges for a particular Product, it will be mentioned in the Product(s)’ details. The Seller will try to keep these information up-to-date.
Estimated Delivery Time
The estimated time of delivery will be mentioned on Product’(s) details page and may differ from one Product to another. Please note that, if Customer’s Shipping address is within Dhaka city, their Product(s) will be delivered within __ hours. If their Shipping address is outside Dhaka city, then their Product(s) delivery will take up to 2-5 business days.
The Business Day are considered from Saturday to Thursday except national or public holidays. Thus, any Order placed by the Customer after 6:00 pm will be considered as next business day Order, not as the same day Order. The Seller will take steps to ensure shipment delays will be kept to a minimum.
Change Of Delivery Address
In case of delivery address change requests from the Customer, the Seller will be able to change the address at any time before the Order is dispatched. Once Products are dispatched, no requests for delivery address change or update by the Customer will be accepted.
Delivery Time Exceeded
If delivery time of Product(s) exceeds the forecasted time, the Customer is requested to contact the Seller so that they can contact the shipping carrier for updates. Delivery time may exceed based on traffic, weather conditions, delivery vehicle breakdown, incorrect address, or natural disasters etc.
Parcels Damaged In Transit
If Customer finds that their parcel is damaged in-transit, they are requested to reject the parcel from the courier and get in touch with the Seller immediately. If the Product(s) are delivered to Customer’s address without them being present, they are requested to contact the Customer Service.
Please note that, the Seller will process replacement Product(s) as soon as the Shipping Carrier has completed their investigation into the claim. The Seller will provide Customer their desired resolution for parcels damaged in-transit.
5 - EMI Policy
EMI Policy for Customers in purchasing Product(s) from The Website.
EMI Payment Method
EMI (Equated Monthly Installment) is one of the popular Payment Methods for online shopping, which is applicable to Customers using any of the accepted Credit Cards on The Website. It allows them to pay for their Product(s) in easy and equal monthly installments with the issuing Bank’s assistance.
Requirements for EMI Facility
The equated monthly installments are used to pay off both interest and principal each month so that over a specified number of years, the loan is paid off in full. If Customer wants to avail EMI facility, they must have Credit Card of the concerned bank and the order value must be above BDT 10,000.
Choosing EMI for Purchase
Customers may often feel reluctant to purchase expensive Product(s) from The Website because it is hard on their wallets. With EMI facilities, the Customers will feel comfortable purchasing Product(s) of any value and choose the payment terms of their own choosing.
The Customer can avail 3 to 36 months EMI facility depending on their bank’s Credit Card. In case of EMI, the charge prescribed by the bank will be added. EMI plans are viewable after Checkout in the Pay Invoice section when an order needs to be paid and the total bill will be over BDT 10,000.
Banks Supporting EMI on The Website
If any of the banks listed below has a Credit Card, then the Customer can buy their desired Product(s) through that card (according to the limit) with easy EMI facility. EMI facilities with the aforementioned Banks are regulated as per their terms and conditions and these terms may vary from bank to bank.
The bank will give Customers the opportunity to pay the price of the Product(s) of their choice in 3 to maximum 36 months. For example, if a Customer wants to purchase an iPhone 12 from The Website with a cash value of BDT 88,000, they can pay the full amount of BDT 88,000 in installments.
EMI Conversion and Bank Statement Update
When transaction is made, the full amount gets deducted from the Customer’s account and stays in a freezing state, which gets adjusted after the EMI gets converted. The reflection of the EMI will seen in the Customer’s next billing cycle, when they will be charged the EMI amount and their credit limit will be reduced by the outstanding amount.
If a Customer does not receive an updated monthly bank statement reflecting their EMI transactions for the following month, they are requested to contact their issuing bank with the bank statement for further assistance. The bank will handle and resolve such issues from their end.
Convenience Fee Associated with EMI
It is important to note that the amount of money that the Customer will EMI using their Credit Card, may add some additional charges beyond the total value of the Product(s). So, if Customer wants to pay by EMI every month, they will have to pay some extra charges out of the total order amount.
As the concerned bank gives Customer the opportunity to pay it step by step, a convenience fee will be charged by banks and service providers to process the Customer’s payment and EMI.
How the EMI Procedure Works
During transaction, after inputting the Credit Card number, a box will appear where Customer needs to select the EMI tenure. After selecting the EMI tenure, the EMI will escalate to SSLCOMMERZ where Customer needs to perform SSLCOMMERZ after completing the EMI. The Customer need not contact the issuing bank to convert the transaction into EMI nor do they need to submit EMI documents.
Generally, the EMI conversion takes 7-10 working days. So, if a Customer’s purchase is not converted to EMI by 7 working days of their transaction date, they are requested to contact their issuing bank.