Terms and Conditions

Effective Date: 1st January 2026
Last Updated: 1st January 2026

Introduction

Welcome to SugarThreadShop.com (“we,” “our,” “us,” or “the Company”). These Terms and Conditions (“Terms”) govern your use of our website and the purchase of our laser-crafted products. By accessing our website and placing an order, you agree to be bound by these Terms.

Please read these Terms carefully before using our website or making a purchase. If you do not agree with any part of these Terms, you must not use our website or services.

1. General Information

1.1 Business Information

SugarThreadShop.com is a halal, Muslim-owned business based in Bangladesh, specializing in laser-crafted products. We are committed to operating in accordance with Islamic principles and values.

1.2 Acceptance of Terms

By:

• Creating an account on our website
• Placing an order
• Using any of our services
• Accessing our website

You acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

1.3 Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. Your continued use of our website after changes are posted constitutes acceptance of the modified Terms. We will update the “Last Updated” date at the top of this page.

2. Account Registration and Use

2.1 Account Requirement

All customers must create an account to place orders on SugarThreadShop.com. Guest checkout is not available as we need to contact customers via WhatsApp or phone to confirm orders.

2.2 Account Responsibilities

You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Keep your password secure and confidential
• Notify us immediately of any unauthorized use of your account
• Be responsible for all activities that occur under your account

2.3 Account Termination

We reserve the right to suspend or terminate your account at any time if:

• You violate these Terms
• You provide false or misleading information
• Your account is used for fraudulent or illegal activities
• We determine, in our sole discretion, that termination is necessary

3. Products and Services

3.1 Product Descriptions

We strive to provide accurate descriptions, images, and specifications of our laser-crafted products. However:

• Product colors and appearance may vary slightly from images due to monitor settings and the handcrafted nature of our products
• Natural variations in materials and laser crafting may result in slight differences between products
• We do not guarantee exact color matching or appearance

3.2 Made-to-Order Products

All products are made to order and manufactured only after:

• Order confirmation via WhatsApp or phone call
• Full payment has been received

3.3 Customized Products

For customized orders:

• Full payment is required upon order confirmation before production begins
• Production typically takes 3 to 5 working days, depending on order volume
• Processing times may vary based on complexity and current order volume
• We will communicate expected delivery timelines during order confirmation

3.4 Product Availability

We reserve the right to:

• Discontinue any product at any time without notice
• Limit quantities available for purchase
• Refuse orders if products are unavailable

3.5 Pricing

3.5.1 Price Changes

• Product prices are subject to change at any time based on raw material costs and market conditions
• Price changes do not affect orders that have already been placed and confirmed
• The price applicable to your order is the price displayed at the time of order placement

3.5.2 Pricing Errors

If we discover a pricing error after you have placed an order:

• We will contact you to inform you of the error
• You may choose to proceed at the correct price or cancel the order
• If you choose to cancel, you will receive a full refund

4. Orders and Payment

4.1 Order Process

1. Add items to your cart
2. Create an account or log in
3. Provide shipping and billing information
4. Submit your order
5. We will contact you via WhatsApp or phone to confirm your order
6. Complete payment through approved methods
7. Production begins after payment confirmation

4.2 Payment Methods

We accept the following payment methods:

• bKash
• Nagad
• Bank Transfer
• Cash on Delivery (non-customized products only)

All payments are processed offline and confirmed via phone or WhatsApp.

4.3 Payment Terms

4.3.1 Customized Products

• Full payment is required upon order confirmation before production begins
• Payment must be completed within 24 hours of order confirmation
• Failure to complete payment may result in order cancellation

4.3.2 Non-Customized Products

• Payment can be made via any accepted method
• Cash on Delivery is available for non-customized products only

4.4 Order Confirmation

Orders are not confirmed until:

• We have contacted you via WhatsApp or phone
• You have provided verbal or written confirmation
• Payment has been received (for customized items)

4.5 Order Acceptance

We reserve the right to refuse or cancel any order for reasons including but not limited to:

• Product unavailability
• Pricing or product description errors
• Payment issues or suspected fraud
• Violation of these Terms
• Orders that contradict Islamic principles (see Section 4.6)

4.6 Religious and Ethical Standards

As a halal, Muslim-owned business operating in accordance with Islamic principles:

• We reserve the right to decline orders for products that contradict Islamic beliefs
• This includes but is not limited to Christmas ornaments, items depicting religious symbols contrary to Islam, or any products we deem inappropriate according to Islamic values
• Orders declined for these reasons will be canceled, and full refunds will be issued if payment has been received

5. Order Cancellation

5.1 Customer Cancellation

5.1.1 Non-Customized Products

• You may cancel orders for non-customized products before they are shipped
• Contact us immediately via WhatsApp, phone, or email to request cancellation
• Refunds will be processed according to our refund policy

5.1.2 Customized Products

• Customized orders cannot be canceled once full payment has been received
• Production begins immediately after payment confirmation and customer consent
• By confirming and paying for a customized order, you acknowledge that it cannot be canceled

5.2 Company Cancellation

We reserve the right to cancel orders in the following situations:

• Payment issues or failed transactions
• Product unavailability or out-of-stock items (customers will be given the option to wait)
• Suspected fraudulent activity
• Orders that violate Islamic principles or our ethical standards
• Technical errors or system malfunctions

If we cancel your order, you will receive a full refund of any payments made.

6. Shipping and Delivery

6.1 Shipping Locations

We offer:

• Physical Pickup: Free pickup from our Uttara locations:
  1. ZamZam Tower, Uttara
  2. Uttara Center Metro Station, Uttara
• Shipping within Bangladesh: Local courier services
• International Shipping: Through partners like DHL and FedEx

6.2 Shipping Information

• Shipping costs are calculated at checkout for delivery orders
• Pickup is free from our Uttara locations (ZamZam Tower or Uttara Center Metro Station)
• Delivery times vary based on location and shipping method
• You will receive tracking information once your order is shipped (for delivery orders)
• For pickup orders, we will notify you when your order is ready for collection

6.3 Delivery Address and Pickup

For Shipping:

• Ensure your shipping address is accurate and complete
• We are not responsible for delays or non-delivery due to incorrect addresses
• Address changes after order confirmation may not be possible

For Pickup:

• Choose either ZamZam Tower or Uttara Center Metro Station during checkout
• Bring your order confirmation and valid ID when collecting
• Pickup available during business hours: 9 AM – 5 PM (Saturday – Thursday)
• Someone authorized by you may collect on your behalf with proper documentation

6.4 Delivery Delays

We are not liable for delays caused by:

• Courier service issues
• Weather conditions
• Natural disasters or force majeure events
• Customs clearance (for international orders)
• Incorrect address information provided by the customer

6.5 Undelivered Packages

If a package is returned to us due to:

• Failed delivery attempts
• Incorrect address
• Refusal of delivery

You will be responsible for additional shipping costs for re-delivery.

7. Returns, Exchanges, and Refunds

7.1 Customized Products

Customized products are non-returnable and non-refundable except in cases of:

• Manufacturing defects
• Wrong items shipped
• Damage during shipping (with proper documentation)

7.2 Non-Customized Products

7.2.1 Returns

• Returns are accepted within 3 business days of delivery
• Products must be unused, in original condition, and in original packaging
• Contact us within the return period to initiate a return
• Return shipping costs are the responsibility of the customer unless the return is due to our error

7.2.2 Exchanges

• Exchanges are provided in the form of store credit/coupons
• Store credit can be used for future purchases on SugarThreadShop.com
• Store credit does not expire but is non-transferable

7.3 Refund Eligibility

Refunds will be issued in the following situations:

7.3.1 Wrong Items Shipped

• If we ship the wrong item, we will provide a full refund or replacement
• We will cover the cost of return shipping
• Customer must contact us immediately upon receiving the wrong item

7.3.2 Damaged Products During Shipping

Refunds for damaged products are only available if:

• The customer has video recorded evidence of the damage before opening the package, OR
• The package was opened in the presence of the delivery person who can verify the damage
• The customer notifies us within 24 hours of delivery
• The product is returned to us

Important: Without proper documentation (video evidence or delivery person verification), we cannot process refund requests for damaged items.

7.4 Refund Process

• Approved refunds will be processed within 7-14 business days
• Refunds will be issued to the original payment method
• You will receive an email confirmation once the refund is processed

7.5 Non-Refundable Items

The following are non-refundable:

• Customized or personalized products
• Products returned without prior authorization
• Products returned after the 3 business day return period
• Products that are used, damaged, or not in original condition
• Products without video evidence of shipping damage

8. Intellectual Property

8.1 Our Intellectual Property

All content on SugarThreadShop.com, including but not limited to:

• Product designs and images
• Website design and layout
• Text, graphics, logos, and trademarks
• Software and source code

is the exclusive property of SugarThreadShop.com or its licensors and is protected by copyright, trademark, and other intellectual property laws.

8.2 Limited License

We grant you a limited, non-exclusive, non-transferable license to:

• Access and use our website for personal, non-commercial purposes
• View and download content for personal use only

You may not:

• Reproduce, distribute, or publicly display our content without permission
• Modify, reverse engineer, or create derivative works
• Use our content for commercial purposes
• Remove copyright or proprietary notices

8.3 Customer-Provided Designs

8.3.1 Design Ownership

When you provide designs for customization:

• You represent that you own the design or have the right to use it
• You grant us a license to use the design solely for manufacturing your order
• You are responsible for ensuring the design does not infringe on third-party rights

8.3.2 Design Verification

• We do not verify the originality or ownership of customer-provided designs
• You agree that the design is not forged, pirated, or infringing on copyrights, trademarks, or other intellectual property rights
• We reserve the right to refuse orders if we suspect intellectual property infringement

8.3.3 Design Storage and Deletion

• Product designs and photos are stored securely
• For personal photos/designs provided by customers, we will destroy them upon request after order completion
• Design files may be retained for quality control and reorder purposes unless deletion is requested

8.4 Company-Provided Designs

When we provide designs for your customization:

• The designs remain our intellectual property
• You may use them only for the specific product ordered
• You may not reproduce, distribute, or use our designs for other purposes

8.5 Prohibited Content

You may not request designs that:

• Violate intellectual property rights
• Contain offensive, defamatory, or illegal content
• Contradict Islamic principles or our ethical standards
• Promote hate speech, violence, or discrimination

9. Product Warranties and Disclaimers

9.1 Limited Warranty

• Most products do not come with warranties unless specifically stated on the product page
• Where warranties are offered, terms will be clearly stated on the relevant product page
• Warranties, if applicable, cover manufacturing defects only

9.2 Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW:

• Products are provided “as is” and “as available”
• We make no warranties, express or implied, regarding product quality, fitness for a particular purpose, or merchantability
• We do not guarantee that products will meet your specific requirements
• Natural variations in handcrafted items are not considered defects

9.3 Product Variations

Due to the handcrafted nature of our laser-crafted products:

• Slight variations in color, texture, and appearance are normal
• These variations are not considered defects or grounds for return
• Product images are representative and may not show exact variations

10. Limitation of Liability

10.1 General Limitations

TO THE FULLEST EXTENT PERMITTED BY LAW:

• Our total liability for any claim arising from your use of our website or purchase of products shall not exceed the amount you paid for the specific product
• We are not liable for indirect, incidental, consequential, or punitive damages
• We are not liable for loss of profits, revenue, data, or business opportunities

10.2 Specific Exclusions

We are not liable for:

• Delays in delivery caused by third-party courier services
• Damage during shipping (unless proper documentation is provided as outlined in Section 7.3.2)
• Misuse or improper care of products
• Normal wear and tear
• Dissatisfaction with natural variations in handcrafted products
• Issues arising from customer-provided designs

10.3 Force Majeure

We are not liable for failure to perform obligations due to circumstances beyond our reasonable control, including:

• Natural disasters
• War, terrorism, or civil unrest
• Government actions or restrictions
• Pandemics or health emergencies
• Power outages or internet failures
• Labor disputes or strikes

11. Dispute Resolution

11.1 Contact First Requirement

Before taking any legal action, you must:

• Contact us directly via email, phone, or WhatsApp
• Provide a detailed description of the issue
• Allow us a reasonable opportunity (at least 14 business days) to resolve the matter

11.2 Third-Party Mediation

If we cannot resolve the dispute through direct communication:

• Disputes will be resolved through third-party mediation
• Mediation will involve lawyers representing both parties
• Both parties agree to participate in good faith mediation before pursuing litigation

11.3 Governing Law

These Terms are governed by the laws of Bangladesh, without regard to conflict of law principles.

11.4 Legal Costs

If legal action becomes necessary:

• The prevailing party may be entitled to recover reasonable legal costs and fees
• This includes attorney fees, mediation costs, and court fees

12. Customer Conduct

12.1 Prohibited Activities

You agree not to:

• Use our website for any unlawful purpose
• Impersonate any person or entity
• Interfere with or disrupt our website or servers
• Attempt to gain unauthorized access to our systems
• Collect user information without permission
• Transmit viruses or malicious code
• Engage in any activity that could harm our business or reputation

12.2 Communications

When communicating with us:

• Be respectful and professional
• Provide accurate information
• Do not use abusive, threatening, or offensive language
• Respond to our communications in a timely manner

13. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using our website, you also agree to our Privacy Policy.

14. Third-Party Services

14.1 Courier Services

We use third-party courier services (local couriers, DHL, FedEx) for shipping. Your information will be shared with these services as necessary for delivery. We are not responsible for the actions or policies of these third-party services.

14.2 Payment Processors

Transactions through mobile financial services (bKash, Nagad) or banks are subject to their respective terms and conditions. We are not responsible for issues arising from third-party payment processors.

14.3 External Links

Our website may contain links to third-party websites. We are not responsible for the content, privacy practices, or terms of these external sites. Accessing third-party sites is at your own risk.

15. Indemnification

You agree to indemnify, defend, and hold harmless SugarThreadShop.com, its owners, employees, and affiliates from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your violation of these Terms
• Your use of our website or products
• Your provision of designs that infringe on third-party rights
• Your violation of any law or the rights of others
• Any false or misleading information you provide

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable:

• The remaining provisions shall remain in full force and effect
• The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable
• If modification is not possible, the provision shall be severed from these Terms

17. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and SugarThreadShop.com regarding your use of our website and purchase of products, superseding any prior agreements or understandings.

18. Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative of SugarThreadShop.com.

19. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations at any time without notice.

20. Contact Information

If you have any questions, concerns, or disputes regarding these Terms, please contact us:

SugarThreadShop.com
Email: customercare@sugarthreadshop.com
Phone: +880 1633 59 72 40
WhatsApp: +880 1633 59 72 40
Business Address: Uttara, Dhaka, Bangladesh
Business Hours: 9 AM – 5 PM (Saturday – Thursday)

Pickup Locations:

1. ZamZam Tower, Uttara
2. Uttara Center Metro Station, Uttara

21. Acknowledgment

BY USING OUR WEBSITE AND PLACING AN ORDER, YOU ACKNOWLEDGE THAT:

• You have read and understood these Terms and Conditions
• You agree to be bound by these Terms
• You understand our policies regarding customized products, returns, and refunds
• You accept our right to decline orders that contradict Islamic principles
• You agree to the dispute resolution process outlined in these Terms

Last Updated: 1st January 2026

Thank you for choosing SugarThreadShop.com. We appreciate your business and look forward to creating beautiful laser-crafted products for you!