Return and Cancellation Policy
Last Updated: September 24, 2026
Thank you for choosing ONE Traders. We are committed to supplying high-quality construction chemicals, interior decoration materials, and building supplies. Please review our policy below regarding order cancellations, physical returns, and refund procedures.
1. Order Cancellation Policy
- Before Dispatch: You may request to cancel an order within 24 hours of placing it, or at any time before the products have been loaded, dispatched, or shipped from our warehouse/partner units. To request a cancellation, please call us immediately at +880 1845-711819.
- After Dispatch: Once an order has been loaded for transit or dispatched to your project site, it cannot be canceled. If you refuse delivery at the destination site without valid proof of product defect or damage, you may be responsible for the associated transit, loading, and return delivery costs.
2. Eligibility for Returns & Exchanges
To maintain product integrity and safety (especially for chemical seals and sensitive building materials), items must meet the following criteria to be eligible for return or exchange:
- Reporting Timeline: Issues regarding damaged goods, wrong items, or missing quantities must be reported within 48 hours of delivery or site receipt.
- Product Condition: Items must be unused, unopened, and in their original packaging with all security seals, brand labels, batch numbers, and tags intact.
- Proof of Purchase: A valid sales receipt, invoice, or delivery challan must accompany the return request.
Non-Returnable Items
The following categories are non-refundable and non-returnable, unless verified as damaged/defective prior to delivery:
- Opened, unsealed, mixed, or partially used chemical products (admixtures, sealants, waterproof coatings, epoxies, etc.).
- Custom-tinted paints, custom-cut materials, or personalized interior items ordered to unique specifications.
- Products stored improperly at the customer's job site after accepted delivery (e.g., exposed to rain, direct sunlight, or extreme moisture).
3. Damaged, Defective, or Incorrect Deliveries
If your shipment arrives damaged, defective, or incorrect, please follow these steps:
- Inspect at Delivery: Check the product containers, pails, bags, or interior panels upon arrival at your site.
- Note on Delivery Receipt: Record any visible package damage or missing items on the driver’s copy of the Delivery Challan / Receipt.
- Notify Us Immediately: Contact our customer service team at +880 1845-711819 with your order number and clear clear photographic or video evidence of the damaged or incorrect goods.
Upon verification, ONE Traders will arrange a replacement at no extra charge or issue a full/partial refund.
4. Return Process
- Initiate a Request: Call our customer service hotline at +880 1845-711819 to submit your return or replacement claim.
- Review & Approval: Our quality team will review your invoice details, photo/video evidence, and batch numbers.
- Pickup or Drop-off: Upon approval, instructions will be provided for dropping off the item at our official point of distribution or arranging site collection (applicable delivery fees may apply for non-defective returns).
5. Refund Policy & Processing Time
- Verification: Refunds are issued only after returned products are physically received, inspected, and verified by our technical team at our store/warehouse.
- Processing Time: Once approved, refunds will be processed within 5 to 7 business days.
- Method of Refund: Refunds will be credited via the original method of payment (bKash/Nagad/MFS, bank transfer, or cash voucher depending on how the initial transaction was completed).
- Shipping Charges: Shipping and handling costs are non-refundable unless the return is due to an error on our part (e.g., damaged transit, wrong batch, or defective products).
6. Contact Us
If you have any questions or require assistance regarding our Return, Refund, and Cancellation Policy, please contact our support team:
- Company Name: ONE Traders
- Hotline / Phone: +880 1845-711819
- Location: Lakshmipur, Bangladesh
