Policies

Effective date: January 01, 2026
Contact:
Address: Shadhinota Sarani, Progoti Sarani, Dhaka 1212

Our voice

Sleek. Confident. Minimal. At Ostren, we respect your privacy and make returns simple. This page explains what we collect, why we collect it, and how returns and refunds work – clearly and without filler.

Part 1 – Privacy Policy

1. What we collect

• Personal details: name, shipping & billing addresses, email, order history.
• Payment information: payment tokens and confirmations processed by our payment partners (we do not store raw card data on our servers).
• Device & usage data: IP address, browser, pages visited, and basic device information for site performance and fraud prevention.
• Communications: customer service messages, returns notes, and marketing preferences.
• Cookies & similar tech: small files used to remember preferences and improve your experience.

2. Why we collect it

• To process and deliver orders.
• To communicate order status, returns, and customer support.
• To prevent fraud and secure transactions.
• To personalize your experience and show relevant products.
• To comply with legal obligations and investigate disputes.

3. How we share data

We only share what’s necessary and only with trusted service providers:

• Payment processors for payment authorization.
• Couriers & fulfillment partners to deliver your order.
• Customer support platforms to handle inquiries and returns.
• Marketing & analytics providers to help improve our site – only when you’ve consented, where required.

We will never sell your personal information.

4. Cookies and tracking

We use cookies to remember choices, analyze visits, and personalize content. You can control cookie settings in your browser. Disabling some cookies may affect site functionality.

5. Your rights

Depending on the law that applies to you, you may have the right to:

• Access or receive a copy of personal data we hold about you.
• Correct inaccurate or incomplete information.
• Request deletion of your personal data (subject to legal and business retention needs).
• Object to or restrict processing in certain cases.
• Opt out of marketing emails (each marketing email includes an unsubscribe link).

To exercise these rights, email us at with your request and order reference (if applicable).

6. Data security & retention

We use industry-standard measures to protect your data. We retain personal information for as long as is necessary to fulfill the purposes described (e.g. order history, legal obligations, and fraud prevention). Where possible, we keep only the minimum information needed.

7. Children

Our site is not directed at children under 13. If you believe we hold data about a child, contact us and we will take steps to remove it.

8. Changes to this policy

We may update this policy occasionally. We’ll post the updated policy here with a revised effective date.

Part 2 – Return & Refund Policy

We design quality pieces meant to last. If something isn’t right, we make returns and refunds straightforward.

1. Overview

• Return window: 14 days from the date of delivery for standard returns and exchanges.
• Damaged/defective items: Please report within 7 days of delivery with photos and a short description.
• Final sale items: Items sold as “final sale” or under a clearance promotion are not eligible for return unless defective – this will be clearly stated on the product page.

2. Conditions for return

To be eligible for a return or exchange, the item must be:

• Unworn, unwashed, and in original condition.
• All original tags attached and in the original packaging (when applicable).
• Accompanied by the order number or proof of purchase.

Items showing wear, odor, or obvious signs of use may be refused.

3. How to start a return

1. Email with your order number, the item(s) you want to return, and the reason.
2. For damaged or incorrect items, include clear photos of the problem.
3. Our team will reply with a return authorization and instructions.

Do not send items back without return authorization – unauthorized returns may be rejected or delayed.

4. Return shipping

• For defective or incorrect shipments, Ostren covers the return shipping cost and will provide a prepaid label where applicable.
• For change-of-mind returns, the customer is generally responsible for return shipping unless otherwise stated in a promotion.
• Shipping charges for the original order are non-refundable unless the return is due to our error or a defective product.

5. Exchanges

If you need a different size or color, request an exchange in your return email. Exchanges are processed after we receive and inspect the returned item.

6. Refunds

• Once we receive and inspect the returned item, we will notify you and process your refund.
• Refunds are issued to the original payment method and typically appear within 7 – 14 business days, depending on your bank or payment provider.
• If the original payment method is unavailable, we will contact you to arrange an alternative solution.

7. Partial refunds & restocking

Partial refunds may apply for items returned in less-than-original condition or missing parts. Ostren reserves the right to deduct reasonable restocking fees when an item is returned damaged or incomplete.

8. Non-delivery & lost packages

If a package is marked delivered by the courier but you haven’t received it, contact us at immediately. We will investigate with the courier. In some cases, we may require a claim through the courier service. We cannot be responsible for addresses entered incorrectly by the customer.

9. International orders

International orders may be subject to customs, duties, and taxes which are the responsibility of the customer. Return shipping costs for international orders are generally the customer’s responsibility unless the item is defective or we shipped the wrong item.

How to reach us

Email: Address: Shadhinota Sarani, Progoti Sarani, Dhaka 1212

We respond to return and privacy inquiries promptly during business hours. Because we don’t operate a public phone line, please email and include your order number for faster service.

Quick summary

• We collect only what’s needed to deliver and improve your experience; we do not sell your data.
• Returns: 14 days from delivery for standard returns; defective items – report within 7 days.
• Refunds processed to the original payment method within 7 – 14 business days after inspection.

Thank you for choosing Ostren – clean design, honest policies.