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Terms & conditions
This policy applies to orders placed on the NirmHaven website or via our official social channels (Facebook/Instagram/WhatsApp/Messenger). By confirming an order and/or making payment, you agree to the terms below.
1) What we sell
NirmHaven is an online retail seller offering skincare, personal care, beauty, wellness, lifestyle and related consumer products. Product name/variant/price/stock status are shown on the product page and invoice.
2) Purchase & Sale rules
- Ordering channels: (1) Website checkout; (2) Our official inbox/WhatsApp if you do not place the order via website checkout.
- Order confirmation (when it’s treated as confirmed): Website orders—once you complete checkout and submit the order, it is treated as a confirmed order and we begin delivery processing. Inbox/WhatsApp orders—we verify the details and confirm by message/call; only then it becomes final.
- Stock vs pre-order: In-stock items follow regular delivery timelines. Pre-order/imported items follow separate timelines (Section 4).
- Pricing: Prices are shown in BDT unless stated otherwise.
- Listing errors: We may cancel or reconfirm orders if there is a material pricing/data error.
- Cancellations: We may accept cancellation before the order is processed/handed over to courier; after handover, courier/return costs may apply.
3) Payments
Available payment methods (e.g., bKash/card/gateway) may be used as enabled. Pre-orders may require advance/partial advance payment (communicated before confirmation). Keep your transaction ID/receipt.
4) Delivery & shipping
Delivery timelines may vary due to location, courier performance, holidays, and unavoidable events. Typical timelines:
- Dhaka Metro (in-stock): 2–5 working days
- Outside Dhaka (in-stock): 3–7 working days
- Pre-order/imported: 30–45 working days (stated on the product page/confirmation).
Why: These items are sourced from abroad (e.g., USA/Canada) and delivered after international shipping and customs clearance in Bangladesh. Delivery timelines may be shorter or longer than the estimate due to shipping carrier delays, customs processing, holidays, or unavoidable events. We will share order status updates when available. - Shipping charge depends on weight/location/order value and is shown at checkout/confirmation.
- Customers must provide correct address/phone; failed delivery due to incorrect info may incur extra charges.
5) Returns, replacements & refunds (3-day policy)
5.1 3-day return for undamaged items
You may request a return within 3 days of delivery only if the item is unused, undamaged, and in original packaging; the seal/tamper-proof seal is intact (if applicable); you provide invoice/order proof; and the item is in resellable condition (no stains, scratches, odor, or packaging damage).
5.2 Not eligible
- For health & hygiene reasons, opened/used/tampered skincare/cosmetics/personal care items are not returnable unless the item arrived wrong/damaged/defective.
- Change of mind / preference issues (fragrance, color expectation, etc.).
- Misuse/neglect or reactions without patch testing.
- Delivery failure caused by customer unavailability/incorrect address.
5.3 Wrong/damaged/defective on arrival
If an item is wrong, damaged, leaking, or defective, report it within 24–48 hours of delivery with photos/videos. After verification, we will provide replacement or refund.
5.4 Return process
- Contact us via official inbox/WhatsApp/contact form.
- Provide evidence: photos/videos + packaging/label + invoice.
- If approved, we will guide pickup/return shipping.
- Courier/pickup costs depend on the reason (wrong/damaged: typically us; change-of-mind/other customer-initiated returns: typically customer).
5.5 Refund timeline
After approval, we aim to process refunds within 7–10 working days (may vary by payment gateway/bank processing). Refunds are issued to the original payment method or an equivalent method.
6) After-sales support
- We provide support for order status, usage guidance, and return/refund assistance through our support channels.
- Stop use if irritation occurs and consult a physician if needed.
7) Changes
We may update these terms periodically. Continued use indicates acceptance of the updated terms.
8) Contact
Use the website Contact page or official social channels ( facebook / Instagram ) for support.
