UTILITYMART
Tools

Refund & Return Policy

Last updated: 27 October 2026

We want you to be happy with what you buy from UtilityMart. If something is wrong with your order, or you change your mind, this policy explains what you can return and how we refund you. It applies to all orders placed on utilitymart.shop, which is operated by HMBR Tools And Chemicals LTD.

1. Return window

You can ask to return an item within 7 days of the day it was delivered. Please contact us within this time (see "How to return an item" below). Requests made after 7 days are considered only where the item is faulty.

2. What can be returned

  • Faulty, damaged or wrong items: items that arrived damaged or defective, that are not what you ordered, or that are different from their description. These can be returned even if the pack has been opened.
  • Change of mind: items that are unused, unopened and sealed (for liquids, chemicals and consumables), complete with all accessories, and in their original packaging.

3. What cannot be returned

  • Cleaning chemicals, liquids and consumables that have been opened or used, unless they are faulty or not as described (for reasons of hygiene and safety).
  • Tools and hardware that have been used, installed, altered or damaged after delivery, or that are returned without their original packaging or parts.
  • Items clearly marked "final sale" or "non-returnable" on the product page before you ordered.

4. How to return an item

  1. Contact us within 7 to 10 working days of delivery by WhatsApp or phone on +880 1766-665880, or by email to [email protected]. Give your order number, the item and the reason. For a faulty or damaged item please send clear photos (and a short video of opening the parcel, if you have one).
  2. We reply within 1 to 2 working days and tell you whether the return is approved and how to send the item back. Where possible we arrange a courier pickup for you.
  3. Pack the item securely with its original packaging, accessories and a note with your order number. Please do not send an item back before we approve it.

5. Return delivery costs

If the return is because of our mistake (a faulty, damaged or wrong item, or an item not as described), we pay the return delivery cost. If you are returning an item because you changed your mind, the return delivery cost is paid by you; where we arrange the pickup, the courier charge is deducted from your refund.

6. Inspection

When we receive the item we check it, normally within 2 working days. If it meets this policy we approve the refund or exchange. If it does not (for example it has been used), we tell you why and, if you wish, send it back to you; in that case delivery charges may apply.

7. Refunds

  • Amount: you get back the price you paid for the returned item. The delivery charge is refunded only where the return is our mistake or the whole order is cancelled before dispatch.
  • Timing: approved refunds are made within 7 to 10 working days after we approve the return (for cancelled orders, after the cancellation is confirmed). Your bank or wallet may need extra days to show the money.
  • Online payments (bKash, Nagad, Rocket, cards, internet banking via SSLCOMMERZ) are refunded to the same account or card that was used to pay.
  • Cash on delivery orders are refunded by bKash, Nagad or bank transfer to an account you give us.
  • If part of an order is returned, the refund is for that part only. A discount code is shared across the items it applied to, so the refund is the amount you actually paid for the returned item.

8. Exchanges

If you would like a replacement or a different size instead of a refund, tell us when you contact us. We will exchange the item if the replacement is in stock; otherwise we refund you.

9. Problems with delivery

Please check your parcel when it arrives. If it looks damaged or something is missing, tell the courier and contact us the same day. If you refuse a parcel without a valid reason, or are repeatedly not available to receive it, we may ask for online payment in advance for your future orders.

10. Your legal rights

This policy does not limit your rights under the laws of Bangladesh, including the Consumer Rights Protection Act, 2009. See also our Cancellation Policy, Shipping and Delivery Policy and Terms and Conditions.

Contact us

UtilityMart, operated by HMBR Tools And Chemicals LTD Holding #13, Road #01 (Dhaka Bypass Road), Ward #40, Area #02, Kudabo (Mirer Bazar), Pubail, Joydebpur, Gazipur - 1721, Bangladesh Phone and WhatsApp: +880 1766-665880 Email: [email protected] Website: https://utilitymart.shop