Returns &
Refunds.

Eligibility for Returns

A product may be eligible for return or replacement when:

• You received a damaged product.
• You received a defective product.
• You received a product different from what you ordered.
• The product is missing essential components or accessories.
• The product has a verified manufacturing defect.
• UCOMFORT has specifically approved the return for another valid reason.

To be eligible, the product should generally be:

• Unused
• Uninstalled
• In its original condition
• In the original packaging, where possible
• Accompanied by the invoice, order number, or proof of purchase
• Accompanied by all relevant accessories, manuals, fittings, and components

Additional conditions may apply depending on the product category.

Damaged Products on Delivery

Customers are encouraged to inspect their order at the time of delivery whenever reasonably possible.

If a product appears damaged, cracked, broken, scratched, or otherwise physically damaged upon delivery, please:

• Inform the delivery person immediately, where possible.
• Take clear photographs or videos of the product and packaging.
• Keep the original packaging.
• Contact UCOMFORT as soon as possible.
• Provide your order number and supporting photographs or videos.

UCOMFORT may review the evidence and determine whether the product qualifies for replacement, return, or refund. For fragile products such as sanitaryware, basins, mirrors, glass products, and other breakable items, photographic or video evidence may be requested.

Incorrect Product Received

If you receive a product that is different from the product ordered, please contact UCOMFORT as soon as possible.

After verification, we may arrange:

• Replacement with the correct product; or
• Return of the incorrect product and refund, where applicable.

The incorrect product should remain unused and in its original condition whenever reasonably possible. UCOMFORT may arrange or provide instructions for the return of the incorrectly supplied product.

Defective or Manufacturing-Fault Products

If a product develops a defect that appears to result from a manufacturing issue, please contact us with:

• Order number or invoice
• Product details
• Description of the issue
• Photographs or videos
• Installation information, where relevant

Our team may inspect or assess the product before approving a return, replacement, repair, or warranty service. Where a product is covered by a manufacturer's warranty, the claim may be handled according to the applicable manufacturer warranty terms.

Installed Products

Because many UCOMFORT products are bathroomware, sanitaryware, kitchenware, fittings, and other products that may be permanently installed, products that have already been installed may generally not be eligible for return simply because the customer has changed their mind, selected the wrong model, or no longer requires the product.

Before installation, customers should verify:

• Product model
• Size and dimensions
• Colour and finish
• Compatibility
• Quantity
• Required installation specifications
• Accessories and fittings

If an installed product is suspected to have a manufacturing defect, please contact UCOMFORT. The matter may be handled under the applicable warranty or defect-assessment process.

Change of Mind

UCOMFORT may accept a change-of-mind return only where the product is eligible and the return has been approved by UCOMFORT. Generally, the following conditions must be satisfied:

• The product has not been installed.
• The product has not been used.
• The product is in resalable condition.
• Original packaging and accessories are available.
• The return request is made within the applicable return period communicated by UCOMFORT.

Certain products may be excluded from change-of-mind returns because of their nature, hygiene considerations, customization, installation requirements, or other applicable conditions. Any applicable delivery, installation, handling, restocking, or return transportation charges may be deducted from the refund where permitted and communicated to the customer.

Products Generally Not Eligible for Return

Unless the product is defective, damaged, incorrectly supplied, or otherwise covered by an applicable warranty or consumer right, the following may generally not be eligible for return:

• Installed products
• Used products
• Products damaged after delivery due to customer handling
• Products modified or altered by the customer
• Customized or specially ordered products
• Products missing essential components
• Products without required packaging where the packaging is necessary to safely return the item
• Products damaged because of improper installation
• Products damaged because of misuse or negligence
• Products that have been exposed to conditions inconsistent with the manufacturer's instructions

Eligibility may vary according to the specific product and applicable law.

Return Request Period

Customers should report:

• Damaged or Incorrect Products: As soon as possible after receiving the order.
• Manufacturing Defects: As soon as the issue is discovered and within the applicable warranty or service period.
• Change-of-Mind Returns: Within the return period communicated by UCOMFORT for the relevant product.

Some products may have different return or warranty periods. Customers should check the applicable product documentation, invoice, warranty card, or sales terms.

How to Request a Return

To request a return, replacement, or refund, please contact UCOMFORT:

Please provide:

• Customer name
• Order number
• Invoice number, if available
• Phone number
• Product name/model
• Reason for the return
• Photographs or videos where relevant
• Any other information requested by our customer-service team

Our team may request additional information or arrange a product inspection before making a final decision.

Return Inspection

Returned products may be inspected by UCOMFORT or an authorized representative. The inspection may consider:

• Product condition
• Packaging
• Signs of installation
• Signs of use
• Physical damage
• Missing components
• Manufacturing defects
• Installation quality
• Product compatibility
• Warranty conditions
• Whether the reported issue existed before or after delivery

A return or refund will only be approved after the applicable assessment has been completed.

Return Transportation

Where the return is due to an error by UCOMFORT, such as an incorrectly supplied product, or where a verified defect or delivery damage is covered by our return process, UCOMFORT may arrange or cover the applicable return transportation.

Where a return is requested for reasons such as change of mind, incorrect selection by the customer, or other customer-related reasons, the customer may be responsible for applicable return transportation, delivery, handling, or other charges. The applicable charges will be communicated before the return is processed where reasonably possible.

Refunds

If a refund is approved, the refund amount will depend on the reason for the return and the applicable terms. Depending on the circumstances, the refund may include:

• The eligible product price
• Applicable delivery charges, where required
• Other eligible amounts determined by UCOMFORT

Where a return is caused by customer preference or another customer-related reason, applicable delivery, return transportation, installation, handling, or other charges may be deducted where permitted.

Refund Processing Time

Once a return has been received and approved, UCOMFORT will initiate the applicable refund process. The time required for the refund to reach the customer may depend on:

• The original payment method
• Bank processing times
• Payment gateway processing
• Mobile financial service provider processing
• Internal verification procedures

UCOMFORT does not control processing times imposed by third-party banks or payment providers.

Refund Method

Where possible, refunds will generally be made using the original payment method. Depending on the circumstances, UCOMFORT may request additional information necessary to process the refund securely. For cash-on-delivery orders, UCOMFORT may use an appropriate bank or mobile financial service method for processing an approved refund.

Replacement

Where an eligible product is damaged, defective, or incorrectly supplied, UCOMFORT may offer a replacement instead of a refund. Replacement is subject to product availability. If the same product is unavailable, UCOMFORT may offer:

• A comparable alternative, subject to customer agreement;
• A refund of the eligible amount; or
• Another appropriate resolution.

Product Exchange

Product exchanges may be considered for eligible unused and uninstalled products subject to:

• Product availability
• Product condition
• Original packaging
• Applicable price differences
• Return transportation
• Handling or other applicable charges

Certain product categories may not be eligible for exchange.

Price Differences on Exchanges

If the replacement or exchanged product has a higher price, the customer may be required to pay the applicable difference. If the replacement product has a lower price, UCOMFORT may refund the applicable difference subject to the terms of the exchange. Promotional prices, discounts, vouchers, or special offers may be subject to separate conditions.

Warranty Claims

A product covered by a manufacturer's or UCOMFORT warranty may be eligible for repair, replacement, or another remedy according to the applicable warranty terms. Warranty coverage may not apply to damage resulting from:

• Improper installation
• Incorrect plumbing or electrical connections
• Improper use
• Negligence
• Accidental damage
• Physical impact
• Unauthorized modification
• Unauthorized repair
• Normal wear and tear
• Failure to follow product instructions
• Use outside the manufacturer's specified conditions

Customers may be required to provide proof of purchase and warranty documentation.

Installation-Related Issues

UCOMFORT recommends using qualified professionals for installation of products requiring plumbing, electrical, structural, or specialized installation. If a product is reported as defective after installation, UCOMFORT may first determine whether the issue is related to:

• Manufacturing
• Product quality
• Installation
• Plumbing
• Electrical connection
• Water pressure
• Other external factors

A product will not automatically be considered defective simply because it does not operate correctly after installation.

Missing Parts or Accessories

If an order is missing an accessory, fitting, component, manual, or other included item, please contact UCOMFORT. After verification, we may provide the missing component or arrange another appropriate solution. Please retain the original packaging until the order has been fully checked.

Orders Cancelled Before Dispatch

Customers may request cancellation before an order has been dispatched. Cancellation requests are subject to order status and product-specific conditions. If payment has already been made and the cancellation is approved, UCOMFORT will process the eligible refund using the applicable refund method. Once an order has been dispatched, it may no longer qualify for cancellation and may instead be subject to the applicable return procedure.

Refused Delivery

Customers are requested to accept confirmed orders at the agreed delivery location. Repeated refusal of delivery without a valid reason may result in applicable delivery, transportation, or other charges and may affect future orders. Where an order is returned to UCOMFORT because of an unsuccessful delivery caused by incorrect customer information, customer unavailability, or refusal, any refund will be subject to the applicable return and delivery charges.

Promotional and Discounted Products

Products purchased during special promotions, clearance campaigns, bundle offers, or heavily discounted campaigns may be subject to specific return or exchange conditions. Where special terms apply, those terms will be communicated with the relevant promotion or purchase. Warranty rights for products with valid warranty coverage are not automatically excluded merely because the product was purchased at a promotional price, subject to the applicable warranty terms.

Customized or Special-Order Products

Products specially ordered, customized, modified, or sourced specifically at a customer's request may not be eligible for cancellation, return, or exchange unless:

• The product is defective;
• The wrong product was supplied by UCOMFORT; or
• Another applicable legal or contractual right applies.

Customers should confirm specifications carefully before approving a special order.

Refunds for Partial Orders

If only part of an order is returned and the return is approved, UCOMFORT will process the refund applicable to the returned product. Delivery charges may not necessarily be refundable when only part of an order is returned, depending on the circumstances. Any applicable deductions will be communicated where reasonably possible.

Fraudulent or Abusive Requests

UCOMFORT reserves the right to investigate return and refund requests. We may decline a return, replacement, or refund where there is reasonable evidence of:

• Fraud
• Product substitution
• Intentional damage
• Repeated misuse of the return policy
• False claims
• Unauthorized use
• Tampering
• Other abusive activity

This does not affect any rights that cannot legally be excluded.

Consumer Rights

Nothing in this Return & Refund Policy is intended to remove, restrict, or override any consumer rights or legal protections that apply to you under the laws of Bangladesh. Where applicable law provides a right that is more favourable to the customer than the terms stated in this policy, the applicable legal requirement will prevail.

Changes to This Policy

UCOMFORT may update this Return & Refund Policy from time to time to reflect changes in:

• Products
• Services
• Return procedures
• Delivery processes
• Payment methods
• Business operations
• Applicable legal or regulatory requirements

The updated policy will be published on this page with a revised Effective Date.

Contact UCOMFORT

For return, replacement, refund, exchange, or warranty-related enquiries, please contact:

When contacting us, please keep your order number or invoice information available so that we can assist you efficiently.

Final Statement

UCOMFORT aims to handle every return, replacement, and refund request fairly and transparently. Each request will be reviewed according to the condition of the product, reason for the request, applicable warranty or purchase terms, and applicable law.

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