At Utshob.com, we work hard to make sure every gift, whether it is a cake, flower, combo, food item, or grocery order, reaches your loved ones in Bangladesh exactly as ordered. Because most of our products are perishable, made to order, or delivered on tight occasion based timelines (birthdays, weddings, Eid, anniversaries), our return and refund process is designed around replacement and refund, rather than physical returns.

1. Nature of Our Products

Because Utshob.com specializes in cross border gifting, most items fall into categories that cannot be physically returned once delivered:

• Cakes and bakery items
• Fresh flowers and flower arrangements
• Food and grocery deliveries
• Made to order combos and gift baskets

As such, this policy covers replacement, redelivery, and refund for issues with an order, not the physical return of goods.

2. Eligibility for Replacement or Refund

You may request a replacement or refund if:

• The item delivered was significantly different from what was ordered (wrong product, wrong flavor, wrong size)
• The item arrived damaged, spoiled, or in unacceptable condition (for example, a crushed cake, wilted flowers, or spoiled food)
• The wrong recipient or wrong address received the delivery due to an error on our part
• The order was cancelled before processing began (see Section 5)

Replacement or refund requests are not eligible when:

• The recipient refuses delivery without a valid reason
• An incorrect address or phone number was provided by the sender and could not be corrected in time
• The recipient was unreachable or unavailable after reasonable delivery attempts
• Minor variations in cake design, flower arrangement, or packaging occur due to product availability (we always aim to match the ordered item as closely as possible)
• The complaint is raised after the eligibility window has passed (see Section 3)

3. Reporting Window

Because our products are perishable, all issues must be reported within 24 hours of the scheduled delivery time, along with:

• Order number
• Photo or video evidence of the issue (for damaged, spoiled, or incorrect items)
• A brief description of the problem

Claims submitted after 24 hours may not be eligible for replacement or refund, as we are unable to verify the condition of perishable goods after this window.

4. How to Request a Replacement or Refund

1. Contact our support team via:
   • Phone/WhatsApp: (631) 862-5488 or +8801678623255 (WhatsApp, Bangladesh)
   • Email: admin@utshob.com
   • The Contact Us page on utshob.com
2. Provide your order number and evidence of the issue.
3. Our team will review your claim, typically within 24 to 48 hours.
4. If approved, you will be offered one of the resolutions in Section 5.

5. Resolution Options

Depending on the situation, we will offer one of the following:

• Free redelivery of the correct item, where possible
• Replacement item of equal value if the original is unavailable
• Partial or full refund to your original payment method, when redelivery or replacement is not feasible
• Store credit for use on a future order, if preferred by the customer

Refunds are typically processed within 7 to 10 business days after approval, though timing may vary by payment method and bank.

6. Order Cancellations

• Orders can be cancelled free of charge if the request is made before the order enters processing or preparation.
• Once an order is being prepared (especially cakes, flowers, or made to order items), cancellation may not be possible, or may be subject to a partial charge to cover costs already incurred.
• To cancel an order, contact us as soon as possible via phone, WhatsApp, or email with your order number.

7. Non Returnable / Non Refundable Items

The following are generally not eligible for return, replacement, or refund unless a genuine delivery or quality error occurred on our part:

• Digital gift cards or vouchers, once delivered
• Customized or personalized items (for example, custom cake messages or engraved items) that match what was ordered
• Bill payment or concierge services, once successfully completed

UTSHOB.COMs shipping policies are simple and hassle-free.