Return and Refund Policy

1. Our Commitment

We want every student and customer to be satisfied with what they buy from Crowning English. Because we sell three different kinds of products, the return and refund rules are different for each: online and offline courses (Section 3), printed books (Section 4), and e-books (Section 5). Please read the section that applies to your purchase. Nothing in this policy limits your rights under the Consumer Rights Protection Act, 2009, the Digital Commerce Operation Guidelines, 2021, or any other law of Bangladesh.

2. Before You Buy

• Please read the course page or product page carefully, including the syllabus, class schedule, validity period, book edition, and any free demo classes, sample pages or previews we provide.
• Check that your device and internet connection can play our classes and open our e-books before purchasing.
• If you have any question, contact our support team before making payment. We are happy to help you choose the right course or book.

3. Online and Offline Courses

3.1 General rule

Courses are digital services that give you instant access to content (recorded classes, live classes, notes, exams and other materials) as soon as enrolment is confirmed. For this reason, course fees are not refundable once access has been granted, except in the cases listed in Section 3.2.

3.2 When a course refund will be given

• Duplicate or excess payment: you paid twice for the same course, or paid more than the listed price. The extra amount will be refunded in full.
• Payment taken but enrolment failed: money was deducted from your account but the course was not activated, and we could not activate it within 72 hours of your complaint.
• Course cancelled by us: if Crowning English cancels a course or batch before it starts, you will receive a full refund. You may choose to move to another course of equal value instead, if you prefer.
• Course not started on time: if a course does not start within 15 days after its announced start date and we have not offered an acceptable alternative, you may ask for a full refund.
• Major change by us: if, before the course starts, we make a major change that substantially reduces what was promised on the course page (for example, removing a large part of the announced syllabus) and you do not accept the change, you may ask for a refund.

3.3 When a course refund will not be given

• Change of mind, or deciding not to continue after access has been granted.
• Not attending or not watching classes, or not finishing the course within the validity period.
• Dissatisfaction with your exam result, admission result or board result. We do not guarantee any result.
• Problems caused by your own device, internet connection or software, where the Platform is working normally for other students.
• Suspension or ban of your account for breaking our Terms and Conditions, including sharing your account, recording or distributing course content, or misbehaving in classes or groups.
• Courses bought at a special discount, combo offer or scholarship price, unless the case falls under Section 3.2.

3.4 Course transfer

A course cannot normally be transferred to another course, another batch or another person. In special cases, Crowning English may allow a transfer at its discretion; any price difference must be paid by the student, and no refund will be given if the new course costs less.

4. Printed (Hard Copy) Books

4.1 Check your parcel at delivery

Please check the parcel in front of the delivery person before accepting it. Do not accept a parcel that is clearly torn, wet, opened or tampered with. If possible, record a short unboxing video when you open the parcel, as it helps us process your claim quickly.

4.2 When you can return or replace a book

You may request a replacement or refund within 7 (seven) days of delivery if:

• the book is physically damaged (torn cover, water damage, broken binding) when it reaches you;
• the book has a printing or binding fault, such as missing, blank, repeated, upside-down or misplaced pages, or unreadable printing;
• you received the wrong book, wrong edition or wrong quantity; or
• an item from your order or combo package is missing.

In these cases, we will bear the return delivery charge. We will first try to send a replacement copy. If a replacement is not available, we will refund the price of the affected book, including the delivery charge paid for it.

4.3 When a book cannot be returned

• Change of mind, or ordering a book by mistake, after the book has been delivered in good condition.
• Books that have been written in, highlighted, damaged or used after delivery.
• Requests made after 7 days from the date of delivery.
• Minor cosmetic variations (such as slight differences in cover colour or paper shade) that do not affect reading.

Returned books must be sent back with all items that came in the parcel, including free gifts, bookmarks or extra materials, and with the invoice or order ID.

4.4 Cancelling an order before delivery

• You may cancel a book order free of charge at any time before it is handed to the courier. If you have already paid, you will get a full refund.
• For pre-order books, the expected dispatch date will be shown on the product page. You may cancel a pre-order and receive a full refund at any time before dispatch.

4.5 Late delivery

In line with the Digital Commerce Operation Guidelines, 2021, if you have paid in advance and your order is not delivered within 5 days (inside Dhaka city) or 10 days (outside Dhaka city) from the date of order confirmation, or within the dispatch date shown for a pre-order, you may cancel the order and receive a full refund within 10 days, through the same method you used to pay. Delays caused by natural disasters, nationwide shutdowns, hartal, government orders or other events beyond our control will be informed to you by SMS or phone.

4.6 Cash on Delivery (COD)

If Cash on Delivery is offered and you refuse to receive a parcel without a valid reason (such as damage or wrong item), you may be asked to pay the delivery charge before placing your next order, and COD may be disabled for your account if this happens repeatedly.

5. E-Books

5.1 General rule

E-books are digital products that become available to you immediately after payment. Because digital content cannot be "returned", e-book purchases are not refundable once access has been delivered, except in the cases below.

5.2 When an e-book refund will be given

• Duplicate or excess payment for the same e-book.
• Access not delivered: payment was successful but the e-book did not appear in your account, and we could not fix it within 72 hours of your complaint.
• Faulty file: the e-book is corrupted, has missing pages, or is the wrong title, and we cannot correct it or provide a working copy.

5.3 When an e-book refund will not be given

• Change of mind, or buying the wrong e-book by mistake, after access has been delivered.
• Problems caused by your own device, app version or internet connection, where the e-book opens normally for other users.
• E-books bought at a special discount or combo price, unless the case falls under Section 5.2.
• Account suspension for sharing, copying, screen-recording or distributing e-books in breach of our Terms and Conditions.

E-books are for personal use only and are read inside the Crowning English app. Please see our Terms and Conditions for the licence that applies to e-books.

6. How to Request a Refund or Replacement

To make a request, contact us through the details in Section 8 and include your name, registered mobile number, order ID or transaction ID, the product (course, book or e-book), and a clear description of the problem. For damaged or faulty printed books, please also attach photos or the unboxing video. We may ask for additional information to verify the claim.

7. Refund Method and Timeline

• We will review your request and inform you of our decision within 3 working days.
• Approved refunds are made through the same method you used to pay (for example bKash, Nagad, Rocket, card or bank), and within 10 days of approval, in line with the Digital Commerce Operation Guidelines, 2021.
• Delivery charges are refunded only where the refund is due to our mistake, a damaged or wrong product, or late delivery.
• Payment gateway or MFS charges that the provider does not return to us may be deducted from the refund, except where the refund is due to our fault.
• Where a refund is approved for a course or e-book, access to it will be removed.

8. Contact Us

For any refund, return or order question, please contact:

• Crowning English
• Address: Arambag, Motijheel, Dhaka, Bangladesh
• Email: [email protected]
• Facebook Group: https://www.facebook.com/groups/180541698415926
• Facebook Page: https://www.facebook.com/CrowningEnglishWithShampod/
• Website: https://crowningenglish.com.bd