Refund policy

This policy explains when you get money back on Taantghor, how much, and how long it takes. It works alongside our Damage & claims process and the Terms of use.

When your advance is refunded in full

You get your full 25% advance back for a lot if:

• The seller cancels the lot, for any reason.
• The design is out of stock and the seller cannot fill your order.
• We reject the order, for example if the payment cannot be matched, the listing breaks our rules or the order looks fraudulent.
• The seller does not dispatch within the agreed time and you choose to cancel.

If only some designs in a lot are unavailable, you can accept the rest and get a refund for the missing part, or cancel the whole lot.

Cancelling before dispatch

You can cancel a lot from My lots at any time before the seller has booked it at the transport counter. Your advance for that lot is refunded in full. Once the lot has been booked, it can no longer be cancelled, because the seller has already packed and paid to send it.

If you never pay the advance, the order is cancelled automatically after 48 hours and there is nothing to refund.

Damaged, short or wrong lots

If a lot arrives damaged, has fewer pieces than ordered, or contains the wrong items, raise a claim within 3 days of collecting it, with photos, an unboxing video, the lot number and the counter receipt. Depending on what is found, you may receive:

• Replacement pieces in your next lot.
• A partial refund for damaged pieces.
• A full refund for missing pieces.

Full details are on the Damage & claims page.

Change of mind

Wholesale goods are packed and shipped specially for your order, so we do not offer refunds for change of mind after you have collected a lot. If you and the seller agree a return in chat, for example to exchange a colour, the terms you agree there will apply. Return transport is normally paid by the buyer in that case.

Slight colour variation and small weave slubs are natural in handloom and are not grounds for a refund.

Transport charges

Transport charges paid at the counter go to the transport company. They are refunded only when a claim finds the seller at fault, for example if the wrong lot was sent.

How and when refunds are paid

• Refunds go back to the original payment method: the same bKash, Nagad or Rocket number, or the same bank account.
• Refunds are made within 7 working days after the cancellation or claim is approved.
• For cash on delivery orders, refunds are sent to the bKash, Nagad, Rocket or bank account you give us.

If a refund has not arrived after 7 working days, contact us with your lot number.