Refund Policy

Last updated: July 18, 2026

At UTILCK, we are committed to providing high-quality products and a smooth shopping experience. If there is an issue with your order, we will work with you to find a fair and reasonable solution.

Please review all product descriptions, specifications, and shipping information carefully before placing your order.

1. Return Policy

Returns are accepted for products that arrive defective, damaged, or significantly different from the product description.

Due to international shipping and fulfillment costs, returns for change of mind, incorrect selection, or personal preference are generally not accepted.

2. Eligible Refund or Replacement

A refund or replacement may be offered under the following circumstances:

  • The item arrives damaged.
  • The item is defective or does not function properly.
  • The item received is significantly different from the product description.
  • The package is confirmed lost during shipping.

UTILCK will determine the most appropriate resolution after reviewing each case.

3. Reporting an Issue

If your order arrives damaged or defective, please contact us within 30 days of delivery.

Please include the following:

  • Your order number
  • Clear photos or videos showing the issue
  • A brief explanation of the problem

UTILCK reserves the right to request additional information when reviewing any refund or replacement request.

4. Resolution Process

Depending on the circumstances, UTILCK may provide one of the following:

  • A replacement item
  • A partial refund
  • A full refund

In many cases, a replacement can be provided without requiring the original item to be returned.

5. Non-Returnable Situations

Refunds or returns are generally not accepted in the following situations:

  • Incorrect size or model selected by the customer
  • Change of mind or personal preference
  • Minor color differences caused by monitor or screen settings
  • Minor variations in product appearance or manufacturing
  • Shipping delays caused by carriers, customs, or logistics partners
  • Incorrect or incomplete shipping information provided by the customer
  • Normal wear and tear, misuse, or accidental damage

6. Lost Packages

If a package is officially confirmed as lost by the shipping carrier after their investigation has been completed, UTILCK will provide either a replacement or a refund.

Packages marked as "Delivered" by the carrier are considered successfully delivered and are not eligible for refunds due to theft or loss after delivery.

7. Unclaimed or Refused Packages

Orders returned due to failure to collect the package within the carrier's designated holding period, long-term absence, or refusal of delivery are not eligible for a refund.

Customers are responsible for accepting delivery or collecting their package within the carrier's designated holding period.

8. Chargebacks

Please contact our support team before initiating a chargeback.

Submitting a chargeback without contacting us first may delay resolution, as we are often able to resolve issues more quickly through direct support.

If a chargeback is initiated after a replacement or refund has already been provided, UTILCK reserves the right to dispute the chargeback with supporting documentation.

9. Contact Information

If you have any questions regarding returns or refunds, please contact us.

Phone: +81-3-5002-0345
Email: support@utilck.com
We typically respond within 1 business day.

EU Customers – Right of Withdrawal (Cooling-Off Period)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

To exercise this right, please notify us at support@utilck.com within 14 days of delivery.

Once we receive your withdrawal request, we will refund the full purchase price within 14 days using the same payment method used for the original purchase.

Return shipping costs are the responsibility of the customer unless the item is defective or significantly different from the product description.

This right does not apply to products that have been used, damaged by the customer, or are otherwise not returned in their original condition.