Account registration may be required to place orders or access certain features of the Site. When registering, You must provide accurate and complete information. If You register on behalf of a business or other entity, You acknowledge that You have authority to bind that entity and must provide any requested proof of such authority. 

By registering and using the Site, You acknowledge and warrant that You are at least 18 years old and are legally capable of entering into binding contracts. You have read and accepted the Terms and Conditions posted on the Site, and the information You submitted during the registration process is accurate and complete. You pledge to quickly update Your registration information if anything changes. 

Sundora may, at its sole discretion, suspend, restrict, block, or close any account for any reason, including suspected fraud or misuse, without prior notice. 

The User hereby gives unrestricted consent and legal authority to Sundora to handle, share, store, access, process, etc. the User’s information (personal and/or business information), which were provided during the registration of the account or anytime thereafter. 

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify Sundora immediately of any unauthorized use. 

The User grants Sundora an unrestricted right to disclose the User’s information to third parties (personal and/or business information).

Sundora grants You a limited, non-transferable, revocable, non-exclusive permission to use the Site in accordance with these Terms and Conditions for the purposes of browsing the Site and placing orders. 

If the User is registering an account for and on behalf of an establishment/business entity, the User acknowledges that they have the authority to bind that establishment/business entity to the Terms and Conditions. Sundora may require such User to provide any documentary proof showing the authorization of such establishment/business entity. 

No natural or legal person shall register an account with the Site more than once unless approved in writing by Sundora. The email address and/or phone number of the User cannot be used more than once for opening an account, and Sundora shall have the ultimate discretion to cancel, block, suspend, etc., any account in this regard. 

The Site may be suspended or restricted temporarily for maintenance, upgrades or business reasons without prior notice. Sundora may send push notifications or email alerts regarding such changes.

Placement of orders 

The User shall place an order for purchasing the Products through the Site. Online orders placed through the Site constitute an offer by the User and shall be binding only upon confirmation by Sundora. Sundora reserves the right to accept, reject, or cancel any order at its discretion prior to dispatch. 

Pre‑delivery Notification 

a. Sundora will inform You, through SMS and/or WhatsApp and/or email, once your order has been dispatched for delivery. Such notification will also include an estimated delivery timeframe indicating the period within which the order is expected to be delivered to You. 

b. The User must keep his/her phone available during the scheduled window and be ready to inspect the delivery in accordance with these Terms and Conditions. 

Delivery and its Charges 

Delivery services shall be available for orders placed within Inside Dhaka,, Dhaka Suburb, and Outside Dhaka. Orders must be placed on a working day before 1:30 PM to be processed on the same day, excluding government holidays. Delivery charges shall be Tk. 75 (Tk. Seventy-Five) for Inside Dhaka, Tk. 110 (Tk. One Hundred and Ten) for Dhaka Suburb, and Tk. 150 (Tk. One Hundred and Fifty) for Outside Dhaka. No delivery charge is applicable in case of orders over Tk. 5000 (Tk. Five Thousand) excluding VAT. Delivery shall be completed within an estimated period of 2 (two) to 7 (seven) working days from the date of dispatch. Working days and business hours for delivery & customer service shall be Sunday to Thursday, from 10:00 AM to 6:30 PM, excluding weekends and government holidays. 

Payment  

a. Payment for the Products along with the delivery charge may be made through online payment or cash on delivery (COD). COD service is not available for orders over Tk. 1,00,000 (Tk. One Lac) excluding VAT. 

b. In the case of COD orders, the delivery person shall collect the full payment before the package is opened for inspection. Payment prior to inspection is mandatory to comply with the Closed Box Policy. (A Closed Box Policy means the package must remain fully sealed until payment is completed. Only after making payment may the parcel be opened, and the entire unboxing process must be properly documented through a continuous, unedited video capturing all contents.) Upon completion of the payment, the delivery person shall promptly depart from the premises without any delay. After the parcel has been handed over and payment has been made, the delivery person will not, under any circumstances, accept or take back the parcel from You. 

c. Sundora supports various payment methods and may add or remove payment options at its discretion. Payment processing may be handled by third-party providers. 

d. If You opt to make the payment by using any mobile/digital/electronic payment methods, Sundora shall not be responsible in any manner whatsoever for any non-payment and/or any error in this regard. This shall be solely between You and the relevant mobile/digital/electronic payment service provider/facilitator. 

e. Sundora reserves the right to cancel an order which may be suspected to be at risk of fraudulent use of mobile/digital/electronic payment methods or other reasons, without prior notice to You or any subsequent legal liability. 

Inspection during delivery  

After accepting delivery of the parcel, You shall independently conduct a thorough inspection of the package. During the inspection You shall record a clear, uninterrupted unboxing video, beginning from the point where the package seal is intact and continuing throughout the entire opening process. In addition, You shall take clear photographs at relevant stages of the unboxing to properly document the condition of the parcel and its contents. 

Issues Identified at Inspection (Mandatory steps) 

a. If, during the inspection, any defect, damage, shortage, or wrong item is identified, You must contact Sundora within 48 (forty-eight) hours of receiving the parcel. At the time of reporting, You shall provide the relevant Order ID, along with clear photographs and video evidence as recorded under Clause 5.5 above and a concise but complete description of the issue encountered. 

b. Sundora shall not accept any claims for damage, shortage, defect, or wrong items reported after 48 (forty-eight) hours from the time of delivery. Claims must be supported by valid evidence. Based on Sundora’s assessment of the reported issue and its final decision regarding the appropriate resolution, Sundora may, where deemed necessary, arrange for the parcel/Product to be collected through a courier from You. 

c. If the parcel appears damaged, torn, opened, or tampered at the time of delivery, You are strongly advised not to accept the parcel. Preferably, an image of the damaged or tampered parcel should be shared immediately with Sundora to assist in investigation with the delivery partner. 

d. The unboxing video serves as mandatory evidence for claim verification. Claims submitted without an unboxing video, or with a tampered, edited, unclear, or incomplete video, shall not be accepted under any circumstances. 

e. You are strongly advised to retain the unboxing video until the order is fully verified and accepted, as Sundora may request the video at any stage during the claim review process. 

Sundora will accept returns or exchanges only in the following situations, provided the issue is documented as set out in Clause 5 above: 

a. Product is physically damaged during transit (cracked, broken, leaking, or otherwise unusable). 

b. The product delivered is materially different from the product ordered (wrong SKU, wrong size, wrong variant). 

c. Quantity shortfall (fewer items than shown on the invoice/delivery slip). 

The following items shall not be eligible for Return/Exchange: 

a. Products damaged after delivery due to misuse, neglect, or improper storage.   

b. Products that have been opened, used, altered, or without original packaging, tags or accessories (unless specifically accepted by Sundora).   

c. Hygiene-sensitive items (e.g., masks, cosmetics, skincare) once seals or hygiene packaging have been broken, or the product has been tried on, except where the product is delivered damaged or defective and documented at delivery. 

d. Any products or items purchased during promotional campaigns, discounted offers, special sales events, or clearance sales shall not qualify for return, exchange, or refund. Such purchases shall be deemed final and non-returnable unless otherwise expressly stated by the seller in writing. 

e. Change of mind. 

Procedure of Return & Exchange  

a. If eligible, contact Sundora immediately with Order ID, unboxing videos, photos, and invoice 

b. Sundora will assess the case and, if eligible, will issue a return/exchange authorization and arrange pickup of the Products by delivery person.  

c. Keep the Products in original condition and packaging (sealed poly wrap, tags, labels, and invoice). Wrap fragile items with bubble wrap and place them in the original box.  

d. Sundora will inspect returned items upon receipt. If the returned Product meets the eligibility criteria, Sundora will proceed to refund or dispatch the exchange item.  

e. If the return is due to Sundora’s error (wrong item or transit damage), Sundora will cover standard return shipping. If the return is customer-initiated but eligible, the customer may be liable for return shipping costs as communicated by Sundora. 

f. Sundora will dispatch replacements only after the returned Product passes inspection. 

To be eligible for any return and exchange, You must record a clear, continuous, and unedited unboxing video, starting from the intact Sundora package seal and showing the complete opening and inspection process of the parcel and the Products. 

Accessories, makeup, skincare, fragrances, candles, toys and home Products are non-returnable for change of mind. All eligible items must be returned in their original, and unused condition with packaging and hygiene seals. Certain niche or specialty Products may be non-returnable, as clearly indicated at the time of purchase. 

All return and exchange requests are strictly subject to compliance with the Closed Box Policy and mandatory unboxing video requirements. 

Refunds will be credited to the original payment method within 7 (seven) to 10 (ten) business days after Sundora approves the refund and receives the returned Product (if applicable). Processing times may vary depending on the payment provider. 

Original shipping charges are non‑refundable in all cases. Shipping charges paid will not be refunded when an order is cancelled after delivery. 

Sundora will deduct any applicable deductions (e.g., discounts used that are non-refundable) as described at the time of refund authorization.

You may cancel an order before it is shipped by contacting support@sundora.com.bd or by calling or messaging us on Phone & WhatsApp: +88 01966-444-455, Sunday to Thursday, from 10:00 AM to 6:30 PM, excluding weekends and government holidays. If the order is successfully cancelled before dispatching,Sundorawill refund the amount to the original payment method within 7 (seven) to 10 (ten) business days (minus any non-refundable fees, if applicable).

The User acknowledges and undertakes to access the Site and transact at his/her own risk and shall use his/her best and prudent judgment before entering into any transactions through the Site. 

The User acknowledges and undertakes that he or she is accessing the Site with his or her free will and without fraud, duress, undue influence or coercion of any kind or nature whatsoever from Sundora or any other party. 

The User shall not engage in activities that could harm or potentially harm the Site, Sundora, its employees, officers, representatives, stakeholders or any other party directly or indirectly associated with Sundora or access to it to be interrupted, damaged or impaired in any way. 

The User shall be responsible for all electronic communications and content sent from their device to the Site and Sundora. 

The User shall use the Site for lawful purposes only. 

The User shall be strictly prohibited from using the Site for fraudulent purposes, or in connection with a criminal offense or other unlawful activity. Any suspected unlawful or fraudulent activity will result in immediate cancellation of the account and/or may also result in legal action by Sundora. 

The User shall be responsible for maintaining the confidentiality of the details of their account. The User shall ensure that the account and its related details are maintained securely at all times, and all necessary steps are taken to prevent misuse thereof. The User shall inform Sundora immediately if there is reason to believe that the password to the account has become known to any third party, or if the password is being, or is likely to be, used in an unauthorized manner. 

The User is under an obligation to ensure that the information provided to Sundora is always correct and complete. The User shall update details in their account regularly. Sundora may at any time, at its sole and absolute discretion, request updating information to any User. 

The User shall not use any false information to access the Site or impersonate others or otherwise mislead Sundora or third parties in any way whatsoever. 

The User shall be bound to comply with the Terms and Conditions, despite having ordered the Products from the Site for or on behalf of any third party(s). 

From time to time, third parties may advertise or promote products or services on the Site, through social media, email, SMS, or other marketing or communication channels. Such third parties may also make certain software, content, or materials available for purchase or download. While Sundora endeavors to collaborate with reputable partners and encourage the provision of quality products and services at reasonable prices, Sundora does not control, endorse, or guarantee the offerings of any third party. Accordingly, Sundora makes no representation or warranty that any third-party products or services will meet Users’ expectations or requirements, and Users acknowledge that they engage with such third parties at their own risk. All promotions may be subject to separate terms and conditions, including time limitations, in addition to these Terms and Conditions. 

The Site may contain links to websites or platforms operated by third parties. Users acknowledge and agree that access to and use of such third-party websites or links is undertaken at their own risk. Sundora does not control, monitor, or assume responsibility for the content, accuracy, policies, or practices of any third-party websites, and expressly disclaims all liability for any loss, damage, or harm that may arise from Users’ access to or use of such third-party links or websites.

Sundorauses reasonable security measures and security technology. Nevertheless, since internet transmissions are nevertotally privateor secure, there is a chance that any message or information You send to us from/through the Site could be intercepted andpossibly readby others.

A person who is not a part of these Terms and Conditions has no right to enforce them, and nothing in them is intended to or shall confer a benefit on any third party under the Terms and Conditions.

Sundora reserves the right to change, modify, amend, replace and alter these Terms and Conditions from time to time without notice to the User. The User acknowledges and agrees that it is the User’s responsibility to review these Terms and Conditions from time to time and to be aware of any such modifications. 

The User’s use of the Site after such modifications will constitute User’s acknowledgment of an agreement to abide and be bound by the modified Terms and Conditions. 

Sundora may provide push notifications to the User on the Site regarding the modifications of the Terms and Conditions.

The delivery may be delayed due to any event of force majeure. Sundora will make all reasonable effort to notify You of any delay of force majeure events. 

Sundora and its delivery personnel shall not be liable for any delay or failure in the performance of their obligations under the Terms and Conditions where such delay or failure arises from events beyond the reasonable control of Sundora and/or its delivery personnel and occurs without their fault or negligence. Such causes may include, but are not limited to fires, floods, earthquakes, strikes, unavailability of necessary utilities, blackouts, acts of God, acts of declared or undeclared war, acts of regulatory agencies, or national disasters, lockdown, epidemic, pandemic etc. 

No force majeure event will relieve You from making the applicable payments to Sundora in a timely manner.

All information and materials provided by Sundora on the Site or to the User “AS IS”. 

The User acknowledges that Sundora makes no representation or warranty, whether express or implied, as to the accuracy or completeness of information and material provided on the Site or to the User, and Sundora disclaims any and all liability in this regard. 

Sundora does not warrant that the functions contained in the Site shall be uninterrupted or error-free or that those defects shall be corrected, or the Site or server of the Site shall be free of viruses or bugs. Sundora does not warrant full functionality, accuracy, or reliability of any material. Sundora may terminate, change, suspend or discontinue any aspect of the Site, including the availability of any features of the Site, at any time without notice or liability.

The User shall exercise every reasonable precaution necessary and appropriate to guard the confidentiality of confidential information, including informing its employees who handle such confidential information that it is confidential and not to be disclosed to others.  

The confidential information is and shall always remain the property of Sundora. No use of any confidential information is permitted except as otherwise provided herein, and no grant under any proprietary rights is hereby given or intended, including any license implied or otherwise. 

The User warrants that it applies reasonable safeguards against the unauthorized disclosure of confidential information and agrees to protect it in accordance with generally accepted standards or in the same manner and to the same degree that it protects its own confidential information. 

Any communication or material that the User transmits to the Site or Sundora, whether by electronic or other means, for any reason, will be treated as non-confidential and non-proprietary unless stated otherwise. 

If it appears to the User that any content on the Site violates the laws of Bangladesh and/or the rights of the User and/or falls within the ambit of objectionable content (such as illegal or obscene, indecent content etc.), the User shall notify Sundora. 

Thereafter, Sundora shall make all practical endeavors to investigate and consider removing, block, limiting the access of such objectionable content within a reasonable amount of time. 

The User hereby authorizes Sundora to conduct promotional activities via e-mail, SMS, phone call or by any other mode of communications. 

Sundora may display advertisements and promotions to the Site. Sundora’s advertising methods, modes, and extent on the Site are subject to change from time to time. 

The inclusion of advertisements on the Site by third parties does not imply Sundora’s support of any advertised items or services. The User acknowledges and agrees that Sundora is not responsible or liable for any loss or damage of any kind incurred as a consequence of any such dealings or the inclusion of such advertising on the Site. 

The User shall notifySundorain writingimmediatelyafter it becomes aware of any infringements by any person or corporation of the undertakings contained in these Terms and Conditions.

The User shall indemnify, defend and hold harmlessSundora(including its employees and agents) from and against any and all claims, losses, liabilities, suits, damages, costs, charges and expenses (including but not limited to legal counsel’s fees, judgment, order, decree, fines, penalty in any form whatsoever awarded by or under the authority of any court or any regulatory body) incurred bySundoraas a result of the User’s default and/or breach of the Terms and Conditions.

Notwithstanding anything in these Terms and Conditions to the contrary, Sundora shall not be liable in any circumstances for any indirect or consequential losses (which expression shall include, but not be limited to, loss of anticipated profits, loss of savings and other economic loss) to the User under the Terms and Conditions. 

Sundora shall not accept any liability for any delays, failures, errors or omissions or loss of transmitted information, viruses or other contamination or destructive properties transmitted to the User or the User’s computer system via the Site.

These policies are governed by the laws of Bangladesh. Any dispute arising under this Policy will be subject to the exclusivejurisdictionof the courts of Bangladesh unless otherwise mandated by law.

In the event thatthe Terms and Conditions are translated into any other language, the English language version hereof shall take precedence and govern. 

If any of the provisions of the Terms and Conditions becomes invalid,illegalor unenforceable in any respect under any law, the validity,legalityand enforceability of the remaining provisions shall not in any way be affected or impaired and shall continue in full force and effect. 

The User shall be subject to and shallcomply withall laws, rules, ordinances, regulations, executive orders of Government or Governmental authority or agency having or assertingjurisdictionover the subject matter hereof and expressed public policies.

Unless otherwise agreed by Sundora in writing, the rights and obligations of the User pursuant to the provisions herein shall not be transferred to or assigned to any other entity and/or third parties.  

By clicking on the "I have read and accept the terms and conditions" box at the bottom of the registration form, You acknowledge and agree to be bound by the Terms and Conditions listed above, including any additional guidelines/conditions and future modifications.