Terms and Conditions

Terms and Conditions

1. Delivery Scope
Our delivery service covers the transportation of handcrafted items, marble, granite, tiles, and wooden related products purchased from our any concern to the address provided by the customer. Deliveries are made within 7-10 days, and additional charges may apply for deliveries outside this area.

2. Delivery Charges

• Delivery charges are calculated based on the distance from our warehouse/store and the size of the order.
• The customer will be informed of the total delivery cost before the order is confirmed.
• Any additional charges for special requests (e.g., expedited delivery, weekend delivery, or difficult-to-access locations) will be discussed and agreed upon prior to dispatch.

3. Delivery Timeframe

• Delivery will be made within 7-10 business days after the order is confirmed and processed.
• We make every effort to ensure timely delivery, but delays may occur due to weather conditions, traffic, or unforeseen circumstances. If such delays occur, customers will be notified as soon as possible.
• If the delivery time cannot be met, the customer has the right to reschedule the delivery or request a refund, depending on the situation.

4. Delivery Process

• The customer is responsible for ensuring that the delivery address is accurate and accessible for delivery vehicles.
• Our team will make every effort to deliver the products safely and without damage. However, we do not guarantee that the products will be taken into specific rooms or floors. If the delivery requires special handling, the customer must notify us in advance.
• Customers are responsible for ensuring that there is enough space to receive and store the products upon delivery.
• Once the products have been delivered, ownership and risk transfer to the customer.

5. Inspection upon Delivery

• Customers are required to inspect the products upon delivery for any visible damage or discrepancies in quantity or type.
• Any damage or issues with the products must be reported within 12 hours from the time of delivery.
• Our concerns is not liable for any damage that occurs after the delivery is completed or if no report is filed within the specified period.

6. Delivery Refusals

• If the customer refuses delivery due to no fault of the company (e.g., not being present to receive the order, incorrect address provided, etc.), the customer will be responsible for any additional re-delivery or cancellation fees.

7. Order Cancellation & Modifications

• Orders may be canceled or modified within 12 hours of order confirmation. After this period, cancellation or changes will not be accepted due to the custom nature of some products.
• Canceled orders may be subject to a restocking fee.

8. Liability

• Our concerns are not liable for any damages to property or injury that may occur during the delivery process unless caused by the negligence of our staff.
• The customer assumes all responsibility for the handling of the products once they are delivered.

9. Payment

• If you are requesting delivery within Bangladesh, Cash-on-Delivery option is available only for limited products.

Pre-Payment Requirement

• For heavy-weight or customized products like marble, granite, wooden items an advance deposit of 30%  is required at the time of order confirmation, with the remaining balance due before the delivery date.
• For COD orders, please ensure that the payment is available in full at the time of delivery. Our delivery team will only proceed with unloading after receiving the full payment.

11. Returns and Refunds

• Returns are only accepted if the products are defective or damaged upon delivery. In such cases, ALLIANCE TRADE and his concerns will arrange for return shipping and a full refund or replacement.
• Custom-cut or specially ordered items may not be eligible for return.

Return and Exchange

We always want to achieve our customer’s ultimate satisfaction. And following this, we did our best to make a return policy with extended service, which is suitable for our valuable customer.

Following conditions will qualify under Return & Exchange Policy

1. If any of our Product failed to meet the quality parameter, such as –
   • Physically Damaged Product
   • Major Defects
   • Size or, fitting issue
2. If our concerns delivers the wrong items to the customer
3. Product Lost during shipment
4. If any technical error occurred – Wrong Order placement, Money Deduction

How to exchange:

1. If you face any issue with our Product, immediately call us – (+8801301270010 ) or, you can directly message us on Official Facebook page / Instagram Account or email to azad@alliancetradebd.com (https://www.facebook.com/AllianceTrade25/) once you receive the Product within 24 hours.
2. Alternatively, you can go to our store to return the Product and exchange the desired one (Note: if that similar Product is available on that item).

Also please note that,

1. Customer need to send us the scan copy or image of the invoice of the courier service that customer used during return process.

2. Handicrafts/Leather Items/ Marble stone or Granite table ware or wooden showpiece Home Decor – can be exchanged only in case of not being satisfied with the Products Quality or if the Products is damaged or defective.

3. After receiving the Product, ALLIANCE TRADE has full authority to take decision whether the Product will be applicable for exchange or refund policy.

Customized Product Return Policy

At ALLIANCE TRADE, we pride ourselves on offering high-quality, customized products that meet your exact specifications. Since these items are tailored specifically for you, we have a clear return policy to ensure fairness and transparency.

1. Customization Agreement

• Before any order for customized products is confirmed, customers will be provided with a detailed agreement that outlines the specific design, material, dimensions, and any other custom details.
• Once the order is placed and confirmed, we begin the manufacturing or customization process. Due to the bespoke nature of these products, returns are generally not accepted unless there is an issue with the product itself (e.g., defects or errors in production).

2. Non-Returnable Items

• Customized products, including but not limited to custom-cut marble, granite,  personalized furniture, and bespoke interior decor, cannot be returned or exchanged once the order is confirmed and production has started.
• We do not accept returns based on color preferences, design changes, or minor alterations after production has commenced.

3. Exceptions to the Return Policy
Customized products may be eligible for return or exchange under the following conditions:

• Defective or Damaged Products: If the customized product arrives with manufacturing defects, damage during shipping, or if the product is not as per the specifications outlined in the order agreement, we will offer a full refund or replacement.
• Incorrect Customization: If there is an error in the customization details, such as incorrect dimensions, color, or design, which was caused by our team, we will correct the issue at no extra cost.
• Claims for Defects or Issues: Any defects or issues with the customized product must be reported within 24 hours of delivery. After this period, we cannot accept returns based on defects.

4. Return Process

• To initiate a return for a defective or incorrect customized product, please contact our customer service team with supporting evidence (e.g., photographs) within the specified period.
• We will review the claim, and if approved, we will arrange for the product to be returned and either replaced or refunded. Return shipping fees for defective or incorrect products will be covered by ALLIANCE TRADE and his concerns.
• For items eligible for return, please ensure that the product is returned in its original condition and packaging to avoid any additional fees.

5. Cancellations

• Once a customized product order has been confirmed, cancellations can only be made before production begins. If you wish to cancel your order, please contact us as soon as possible.
• If production has already started, cancellations will not be accepted, and the customer will be responsible for the full payment of the customized product.

6. Modifications after Order Confirmation

• If you wish to modify your custom order (such as changing the design, material, or size), please contact us immediately. Modifications can only be made before the customization process begins and may incur additional charges. Once production begins, no modifications can be made.

7. Refund Policy

• Refunds for customized products will only be issued if the product is defective, damaged, or not in accordance with the order specifications. If the customer is entitled to a refund, it will be processed within 14 business days after the returned product is received and inspected.

8. Restocking Fees

• If a customized product is returned for any reason other than a defect or error in production, a restocking fee of percentage 20% of the total price may apply to cover handling, packaging, and other processing costs.

9. Warranty

• Customized products may come with a warranty for workmanship or material defects. Warranty terms and duration will be provided at the time of purchase. The warranty does not cover damage due to misuse, improper handling, or natural wear and tear.