Last Updated: 12 August 2026

At ilannoor Publication, we want customers to receive the correct books in good condition and to feel confident when purchasing from us.

This policy explains when a product may be returned, exchanged or refunded and how the process works.

1. When You Should Contact Us

Please check your order soon after receiving it.

If you receive:

• the wrong book or product;

• a damaged product;

• a product with a significant printing or manufacturing defect;

• an incomplete order; or

• a product materially different from what you ordered,

please contact us within 3 calendar days of delivery.

For an ordinary change-of-mind return, please contact us within 7 calendar days of delivery.

2. Conditions for a Change-of-Mind Return

A product may normally be accepted for a change-of-mind return only if it is:

• unused;

• unmarked;

• undamaged;

• complete;

• in its original packaging where applicable; and

• in a condition suitable for resale.

Books containing writing, highlighting, torn pages, stains, water damage, excessive folding or other signs of use may not qualify for a change-of-mind return.

If a product was supplied in sealed packaging, the original seal should remain intact for a change-of-mind return unless opening the package was reasonably necessary to identify a defect.

3. Damaged, Defective or Incorrect Products

If the mistake is ours, or if the product arrives materially damaged or defective, we will review the claim and, where appropriate, offer one of the following:

Replacement, exchange or refund.

Where the claim is accepted because of our error or a delivery-related defect for which we are responsible, we will bear the reasonable return or replacement delivery cost.

4. Evidence of a Problem

We may request reasonable evidence such as photographs of the product, packaging, invoice or delivery label to help us investigate a return.

An unboxing video can be helpful, particularly where an item is missing or damaged, but we will not automatically reject an otherwise valid claim only because an unboxing video is unavailable.

5. Products That Normally Cannot Be Returned for Change of Mind

Unless defective, damaged or incorrectly supplied, the following may not qualify for a change-of-mind return:

• customised or personalised products;

• products specifically printed or prepared for a customer;

• digital products once accessed or downloaded, where applicable;

• products that have been used, written in or damaged after delivery; and

• any other product clearly identified as non-returnable before purchase, where such restriction is permitted by law.

A sale or discounted price by itself does not remove your rights where the product is defective, damaged or incorrectly supplied.

6. How to Request a Return

Please contact us with:

1. your name;

2. order number;

3. mobile number;

4. name of the affected product;

5. reason for the return; and

6. photographs or other reasonable supporting information where relevant.

Our team will explain the next step and, where applicable, the address or courier method for returning the product.

Please do not send a return to an address without contacting us first, as this may delay processing.

7. Return Shipping Cost

If you are returning a product only because you changed your mind, the return delivery cost will normally be your responsibility.

If the return is necessary because we sent the wrong product, the product was materially defective, or another accepted problem was caused by us, ilannoor will bear the reasonable return cost.

8. Inspection of Returned Products

After receiving a returned product, we may inspect it to confirm that it meets the applicable return conditions.

We will communicate the result to you as soon as reasonably possible.

For change-of-mind returns, a refund may be refused or reasonably reduced if the product has been materially used or damaged after delivery and is no longer in a returnable condition, subject to applicable law.

9. Refund Processing Time

Our standard refund processing time is 7 to 10 working days after the refund has been approved.

The time required for the refunded amount to appear in your account may also depend on your bank, card issuer, mobile financial service or payment provider.

Where Bangladesh law or an applicable payment regulation requires a refund within a shorter period, the shorter legally required period will apply.

10. Refund Method

For a prepaid online order, refunds will normally be made through the same payment method used for the original transaction, where required and technically available.

For Cash on Delivery orders or situations where refunding through the original method is not possible, we may request appropriate bank-account or mobile-financial-service details from the customer.

For security reasons, refunds should normally be made to the original customer or payment account rather than an unrelated third party.

11. Delivery Charges

If the entire order is refunded because of our error, an accepted defect or another reason for which we are responsible, the original standard delivery charge may also be refunded where appropriate.

For a change-of-mind return, the original delivery charge and return delivery charge will normally not be refundable unless applicable law provides otherwise.

12. Out-of-Stock or Unavailable Products

If you have paid for a product and we later discover that it cannot be supplied, we will contact you as soon as reasonably possible.

You may choose an available alternative where appropriate, or receive a refund.

Any refund for non-delivery will be handled within the timeframe required by applicable Bangladesh law and payment regulations.

13. Order Cancellation

You may request cancellation before your order has been dispatched.

If a prepaid order is successfully cancelled before dispatch, the refundable amount will be returned according to this policy.

If the parcel has already been dispatched, applicable delivery and return charges may apply unless the cancellation results from our error or applicable law provides otherwise.

14. Exchanges

Where stock is available, an eligible product may be exchanged instead of refunded.

If the replacement product costs more, you may need to pay the difference. If it costs less, the applicable balance will be refunded according to this policy.

15. Pre-Order Products

Pre-order products may have a different delivery schedule, which should be clearly disclosed before purchase.

A delay, cancellation or refund relating to a pre-order will be handled according to the disclosed terms and applicable law.

16. Complaints

If you believe that a return or refund has not been handled correctly, please contact us and provide the relevant order information.

We will make a reasonable effort to investigate the complaint promptly and communicate the available resolution.

Nothing in this policy prevents a customer from using any consumer remedy available under applicable law.

17. Contact Us

To request a return, exchange or refund:

ilannoor Publication
Customer Care: 01407070265 - 68
Email: info.ilannoor@gmail.com
Website: www.ilannoor.com

Head Office: House 5, Road 4, Block J (North), Baridhara, Gulshan, Dhaka-1212