Return and Exchange Policy

We, UTMK LLC, value our customers and strive to provide the highest quality service. This policy is developed in accordance with the Law of Ukraine "On Consumer Rights Protection" and regulates the conditions for the return and exchange of goods purchased from UTMK LLC in Kyiv and our branches in other regions of Ukraine, whether through the website utmk.com.ua or directly.

Important: This policy applies to individuals (consumers) purchasing goods for personal needs not related to entrepreneurial activities. Relationships with legal entities and individual entrepreneurs (FOP) are governed by the terms of concluded supply contracts and the Commercial Code of Ukraine.

1. Goods Not Eligible for Return or Exchange (of Proper Quality)

Please pay special attention: before ordering cutting, tailoring, or custom manufacturing services, ensure the accuracy of the dimensions, as such products of proper quality are not eligible for return.

In accordance with Resolution of the Cabinet of Ministers of Ukraine No. 172 dated March 19, 1994 (Appendix 3), goods of proper quality that have been cut, tailored, or manufactured/prepared to individual dimensions ordered by the customer, or that have properties preventing their resale without loss of original qualities, are not eligible for return or exchange.

Such goods purchased from UTMK LLC include:

Any rolled metal products subject to cutting, tailoring, or manufacturing to the customer’s individual dimensions, including:

• Sectional rolled metal products (reinforcement, beams, channels, angles, strips, wire rods, squares, rounds, hexagons, etc.), cut to specified parameters.
• Sheet rolled metal products (steel sheets, corrugated, perforated, galvanized, cold-rolled, hot-rolled, etc.), tailored or cut according to the customer’s requirements.
• Tubular products (profile pipes, round pipes, welded, seamless, galvanized, etc.), cut to individual dimensions.
• Bent profiles (Z-shaped profiles, bent angles, bent channels), manufactured or adapted to individual parameters.
• Goods with individually defined properties, manufactured or modified specifically to meet the consumer’s needs and unsuitable for resale to others (e.g., metal painted in a specific shade per order, custom galvanizing, special products made from Hardox/Swebor/MARS according to customer drawings, finished metal structures per individual project, or products made from corrugated sheets/fences tailored to specific dimensions).

Any other goods that, in accordance with current Ukrainian legislation and the specifics of rolled metal products, are not eligible for return or exchange after cutting, tailoring, or custom manufacturing.

2. Return of Goods of Proper Quality (Within 14 Days)

You have the right to exchange or return goods of proper quality within 14 calendar days, excluding the day of purchase, provided they do not fall under the category of non-returnable goods (as outlined in Section 1 of this policy).

Conditions for returning goods of proper quality:

• The goods have not been used. They must be in the same condition as at the time of purchase.
• The goods retain their marketable appearance. This means no signs of use, chips, abrasions, deformations, or other damage indicating use or compromised integrity.
• The original packaging (e.g., protective film, ties), factory seals, markings, and labels, if present at the time of purchase, are preserved.
• A proof of purchase document confirming the fact and conditions of the purchase (e.g., cash receipt, invoice, bank statement, etc.) is available.

Procedure for returning goods of proper quality:

1. Notify us within 14 calendar days from the date of receipt of the goods via phone or email listed in Section 6, "Contact Information." Be sure to provide the order number, purchase date, and clearly state the reason for the return.
2. Send the goods: After coordinating with our manager, ship the goods to the address provided. Goods may also be returned in person at the pickup point.
3. Delivery costs: The cost of delivering goods of proper quality back to the seller (UTMK LLC) is borne by the buyer.
4. Responsibility: The buyer is fully responsible for the condition of the goods during return shipping. We recommend using reliable delivery services and insuring the shipment for its full value.

3. Return or Exchange of Goods of Improper Quality (Defective/Damaged)

If you discover a defect, non-compliance with stated specifications, or receive damaged goods, please follow this procedure:

A. Upon Receipt of Goods from the Carrier/Warehouse:

1. Thoroughly inspect the integrity, quantity, completeness, and absence of visible defects (dents, damage, corrosion, etc.) directly at the delivery service branch or warehouse during receipt.
2. If any damage, discrepancies, or incompleteness is found, do not accept the goods and immediately file a claim (act) regarding the identified issues with the carrier’s representative or responsible warehouse personnel. Document the damage with photos/videos.
3. Immediately notify us of the situation using the provided contact details. In such cases, we guarantee prompt replacement with goods of proper quality or a full refund.

B. If a Defect is Discovered During Use (Hidden Defects):

1. Contact us via any convenient method and describe the identified issue in detail, preferably with photos or videos confirming the defect.
2. We may request additional evidence or, if necessary, ask for the goods to be returned for inspection.
3. In case of disputes regarding the cause of the defects (e.g., whether it is a manufacturing defect or the result of improper use), an independent examination may be conducted (in accordance with Part 14, Article 8 of the Law of Ukraine "On Consumer Rights Protection").
4. If the examination confirms a manufacturing defect or issues that arose before the goods were transferred to the buyer, all costs, including delivery, examination, and repair/replacement, are covered by the seller (UTMK LLC).
5. If the examination determines that the defects resulted from the buyer’s violation of usage, storage, transportation rules, or other actions leading to damage, the costs of examination, delivery, and repair/replacement are borne by the buyer.

You may be denied an exchange or return of goods of improper quality if:

• There are signs of unauthorized interference with the product’s structure (attempts at repair, modification).
• The goods were used for unintended purposes or in violation of operating conditions.
• Unauthorized structural changes were made, leading to the defect.
• The defect resulted from force majeure circumstances (natural disasters, fires, etc.).

4. Refund Procedure

Refunds are processed within 7 calendar days from the date of actual receipt of the returned goods and verification of their condition for compliance with return conditions.

Funds are refunded using the same payment method as the original purchase:

• To the bank card used for payment (for cashless transactions).
• In cash (if the payment was made in cash and the return is processed at the pickup point).
• To a bank account (for bank transfers).

Please note: The time for funds to be credited to your bank card or account may depend on your bank’s regulations and transaction processing speed.

5. Additional Information

Product appearance: Minor changes in the product’s appearance (e.g., paint shade, minor surface scratches, or transportation marks that do not affect functionality, mechanical properties, or metal integrity) do not constitute grounds for deeming the goods of improper quality. The manufacturer reserves the right to make changes to the design and configuration without prior notice, provided they do not impair the product’s core characteristics.

Buyer’s responsibilities: Before using rolled metal products, please familiarize yourself with their technical specifications, storage, transportation, and usage rules. Always use the product for its intended purpose and adhere to safety requirements.

Website photos: Images of products on the websites utmk.com.ua, utmk.pl, and utmk.bg are illustrative and may slightly differ from the actual product appearance due to lighting, monitor settings, or batch variations.

6. Contact Information

If you have any questions regarding the return or exchange of goods, you can contact us via any convenient method:

Customer Support Phone Numbers:
Ukraine: +38 (044) 506-22-33, +38 (098) 468-07-58, +38 (066) 600-78-99, Email: sales@utmk.com.ua.
Poland (Warsaw): +48 881 782 114, sales@utmk.pl
Feedback form: Contact form on the website.
A complete list of our branches and departments’ contacts (addresses, working hours) is available on the Contacts page.