Terms & Refund Policy

Who these terms are between

Noorjahan is operated by SoftKarrot, a trading name based in Bangladesh. These terms cover the Noorjahan Android app and the Noorjahan website. Where this page says “we”, it means SoftKarrot; “you” means the person using Noorjahan.

Placing an order means you accept these terms. If you do not accept them, please do not place an order. How we handle your personal data is a separate page — Privacy Policy.

Your account

You can browse and fill a cart without an account. To place an order you sign in with your phone number and a one-time code we send to it. Keep that number and the codes to yourself — anyone who can read them can sign in as you.

Noorjahan is for people aged 18 and over. You can close your account at any time — see account deletion — and we may close an account that is used for fraud, abuse, or to place orders the buyer has no intention of accepting.

Made to order

Most creations on Noorjahan are made by hand, by an artisan, after you order. Crafting typically takes two to three weeks, and the product page and checkout show what to expect. Because each piece is handmade, small variations in colour, weave or finish from the photos are part of the craft and are not a fault.

Prices and what an order means

Prices are in Bangladeshi Taka. Delivery is charged separately and depends on where you are; the exact amount is shown at checkout before you confirm.

Placing an order is an offer to buy, not a completed sale. We review each order before crafting starts. If a creation cannot be made, or a price on the site was plainly wrong, we may decline the order and tell you why — you will not be charged, because nothing is taken up front.

Payment — cash on delivery only

Cash on delivery is the only way to pay. You pay the courier the full amount, in cash, when your order reaches you. Nothing is taken from you before then — no advance, no deposit.

We do not accept bKash, Nagad, cards or bank transfers yet, and we never ask for card or bank details. Those methods appear in the app marked “Coming soon” and cannot be selected. If anyone asks you to pay for a Noorjahan order any other way, it is not us — email support@noorjahan.xyz before you pay.

Cancelling an order

You can cancel an order yourself, from the order in your account, until we have approved it. After that, crafting has begun on your piece; email us and we will do what we can, but we cannot promise to cancel it.

Delivery

We deliver across Bangladesh once crafting and our quality check are complete. Delivery estimates are estimates, not guarantees — couriers, weather and public holidays move dates around. We will tell you about a delay we know about.

Please make sure someone can receive and pay for the order at the address you gave. If a delivery fails repeatedly because nobody is there or payment is refused at the door, we may stop accepting orders from that account.

Faulty or wrong items — 7 days

If something arrives damaged, clearly faulty, or does not match its description, tell us within 7 days of delivery — in the support chat or by email — and send a photo if you can. We will repair, replace or refund it, including any delivery charge you paid on it.

Because each creation is made to order, we cannot accept returns for a change of mind. This does not limit any right you have under Bangladeshi consumer law.

Refunds

Orders are paid in cash at the door, so a refund is arranged with you directly — we will agree the method with you when the claim is approved. We cannot refund to a card or a wallet, because no card or wallet was ever charged.

Reviews and anything else you post

You can review creations you have received, and attach photos. What you post stays yours, but by posting it you allow us to show it in Noorjahan alongside the product.

Please do not post:

• anything false, abusive, hateful, or threatening,
• someone else’s photos or words passed off as your own,
• other people’s personal details — names, numbers, addresses,
• anything unlawful, or anything sexual involving minors.

We can hide or delete a review that breaks the above, and we act on reports of content that does. If you have seen something that should not be there, tap Report on the review (you need to be signed in), or email support@noorjahan.xyz with enough detail to find it, and we will look at it.

Using Noorjahan properly

Please do not try to break into other people’s accounts, scrape or copy the catalogue wholesale, interfere with the service, or use Noorjahan to do something against the law. We may suspend an account doing any of that.

What we are and are not responsible for

We take care that descriptions, photos and prices are right, but we do not promise the service is free of every error or never unavailable. Where something does go wrong with your order, we are responsible for putting it right — repairing, replacing or refunding it.

Beyond that, we are not liable for indirect or consequential losses. Nothing here limits any right you have under Bangladeshi consumer law, which stands regardless of what this page says.

Changes to these terms

We may update this page. The date at the top says when it last changed, and the terms that apply to an order are the ones published when you placed it. A significant change will also be announced in the app.

Law

These terms are governed by the laws of Bangladesh, and disputes go to the courts of Bangladesh.