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Terms and Conditions

Last Edited: July 27, 2026Policies & Delivery

Welcome to মাটির পণ্য. By using our website or placing an order with us, you agree to the following Terms & Conditions. These terms are designed to protect the interests and ensure the safety of both our customers and our business.

1. About Our Products

Most of our products are handcrafted by skilled artisans. As a result, slight variations in color, pattern, texture, size, or finish may occur compared to the product photos. These variations are not considered defects but are part of the natural beauty and uniqueness of handmade clay products. Every piece is one of a kind.

2. General Terms

  • By placing an order on our website, you agree to these Terms & Conditions, our Return & Refund Policy, and our Privacy Policy.
  • You must be at least 18 years old to place an order. If you are under 18, you must place your order with the consent and assistance of a parent or legal guardian.
  • You are responsible for providing accurate and up-to-date information when placing an order.
  • You may not use this website for fraudulent activities, providing false information, illegal purposes, or any misuse of the platform.
  • We may contact you by phone or request additional information to verify your order when necessary.
  • We reserve the right to accept, reject, suspend, or cancel any order under special circumstances without prior notice.
  • If a product becomes temporarily unavailable or cannot be supplied due to unforeseen circumstances, we may cancel the order and issue a full refund.
  • In the event of unintended pricing errors, incorrect product information, images, or technical issues, we reserve the right to correct the information and, if necessary, cancel the affected order.
  • All content on this website, including images, text, designs, logos, and other materials, is the property of মাটির পণ্য. Reproduction, copying, or redistribution without our written permission is strictly prohibited.
  • We reserve the right to modify, update, or revise these Terms & Conditions at any time without prior notice.

3. Orders & Payments

  • Accurate Information: Please provide your correct name, address, and phone number when placing an order. Any delivery issues resulting from incorrect information will be the customer’s responsibility.
  • Pricing: All prices displayed on the website are in Bangladeshi Taka (৳). We reserve the right to change prices without prior notice. However, once an order has been confirmed, the price for that order will not be changed.
  • Payment Methods: We accept Cash on Delivery (delivery charge payable in advance), bKash, Nagad, Rocket, and other payment methods specified on our website.
  • Order Confirmation: Your order will be confirmed after we receive the delivery charge or full payment. Confirmation will be sent via SMS or other available communication channels.
  • Shipment: After receiving the delivery charge or full payment, we generally dispatch orders as quickly as possible. However, your order will be shipped within 24 hours at the latest. If we are unable to ship your order within 24 hours, you may request to cancel the order and receive a full refund of the amount paid.
  • Delivery Time: Estimated delivery time is 2 business days within Dhaka and 3–4 business days outside Dhaka. Delivery may take longer due to natural disasters, strikes, courier delays, or other circumstances beyond our control.

4. Order Updates & Notifications

  • We send important order updates via SMS, including order confirmation, payment confirmation, shipment, delivery, and other relevant notifications.
  • Please keep an eye on SMS messages sent from +8809640911836.
  • Ensure that +8809640911836 is not blocked or marked as spam on your phone so you do not miss any important notifications.
  • You can also log in to your account at any time and visit your Dashboard to view your order status, shipment progress, tracking information, and other order details.
  • We are not responsible for missed notifications resulting from incorrect phone numbers, SMS delivery issues, or messages blocked by your device or spam filters.

5. Order Cancellation

We reserve the right to cancel an order without prior notice under the following circumstances:

  • The order appears to be fraudulent, fake, or suspicious.
  • We are unable to verify the order after making multiple attempts to contact you.
  • The order cannot be fulfilled due to pricing errors, technical issues, or inventory shortages.
  • The customer has a history of placing fake orders, repeatedly becoming unreachable after placing orders, refusing deliveries, or repeatedly canceling orders without reasonable cause. In such cases, we also reserve the right to refuse future orders from the same individual, phone number, or address.

6. Delivery Charge Policy

  • Advance Delivery Charge Required: Customers must pay at least the delivery charge in advance before we process and ship an order.
  • Delivery Charges Are Non-Refundable: Advance delivery charges are non-refundable.
  • Why do we require advance delivery charges?
    • Clay/Earthenware products are relatively heavy and require secure, specialized packaging, making shipping more expensive.
    • We have found that without an advance delivery charge, some customers become unresponsive, refuse deliveries, or cancel orders without valid reasons. This results in significant losses due to courier charges and packaging costs.

7. Returns & Refunds

If you receive a product that is broken or damaged during delivery, you may be eligible for a replacement or refund.

For complete details, please visit our dedicated Return & Refund Policy page.

8. Privacy

Your personal information will only be used for order processing, delivery, and customer support. Except where required by law, we will never sell or unnecessarily disclose your personal information to third parties.

For more information, please read our Privacy Policy.

9. Force Majeure

We shall not be considered in breach of these Terms & Conditions if our services are delayed due to circumstances beyond our reasonable control, including but not limited to natural disasters, floods, cyclones, pandemics, strikes, government restrictions, power outages, internet failures, or courier service disruptions.

10. Limitation of Liability

  • We make every reasonable effort to ensure your products are delivered safely. However, we are not responsible for delays caused by courier services or events beyond our control.
  • To the maximum extent permitted under the laws of Bangladesh, our liability shall be limited to the amount paid by the customer for the relevant order.

11. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of Bangladesh.

12. Contact Us

If you have any questions or suggestions regarding these Terms & Conditions, please feel free to contact us.

Email: support@matirponno.com

Phone: +88 018 66 181 650

This number is also available on WhatsApp and Telegram.

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