Terms of Product Returns in Ukraine

According to Ukrainian legislation, product returns are governed by the Law of Ukraine "On Consumer Rights Protection." Below are the main conditions for product returns.

1. Return of Products of Proper Quality

A customer has the right to return a product of proper quality within 14 days of purchase provided that:

  • The product has not been used and retains its original condition (no signs of use, scratches, wear, etc.).
  • The original packaging, labels, and seals (if any) are preserved.
  • Proof of purchase is provided (receipt, invoice, or another document).

Products that cannot be returned:

  • Medicines, hygiene products, perfumes, and cosmetics.
  • Customized or personalized items.
  • Food and beverages.
  • Products that cannot be returned according to Cabinet of Ministers Resolution No. 172 dated March 19, 1994.

2. Return of Products of Improper Quality

A product is considered of improper quality if:

  • It has manufacturing defects.
  • Its characteristics do not match those stated at the time of purchase.
  • The product does not work or breaks during the warranty period.

In case of a return due to improper quality, the customer has the right to:

  • Exchange the product for an equivalent.
  • Repair the defects (warranty repair).
  • Get a price reduction.
  • Receive a full refund.

Note: The seller reimburses delivery costs for products of improper quality.

3.1 Product Return Procedure

  1. Contact the Seller: Notify them of your intention to return the product and clarify all details.
  2. Prepare the Product: Ensure the product meets the return conditions (it is unused, has original packaging, and documentation).
  3. Send the Product: Ship the product to the seller's address or deliver it personally if possible.
  4. Receive a Decision: The seller must review the return request within 7 days of receiving the product.
  5. Refund: If approved, the refund will be processed within 7 days after the agreement.

Return Contacts

  • Seller's Address: [Specify your address].
  • Contact Phone: [Specify phone number].
  • Email Address: [Specify email].

3.2 Terms and Procedure for Refund of Funds

If the purchase is canceled or a positive decision on the return of goods is made, the payment of funds is carried out according to the following rules:

  • Method of refund: Funds are returned to the buyer exclusively in the same way the payment for the order was made.

  • In case of payment by card on the website (via a payment gateway) — the refund is made to the same bank card.

  • In case of payment using bank details to the Individual Entrepreneur (FOP) account — funds are transferred to the buyer's IBAN account provided in the application.

  • In case of payment by cash on delivery (post-payment) at the Nova Poshta branch — the refund is made to the bank card specified by the buyer after the goods are received and inspected by the seller.

  • Payment terms: The legislation of Ukraine provides for the refund of funds on the day of termination of the agreement (the day of actual receipt of the goods back by the seller and verification of their condition). If it is not possible to return the money immediately, the payment is made within another period by agreement of the parties, but no later than within 7 days from the moment the goods are received at the warehouse.

  • Deduction of expenses: When returning goods of proper quality, the cost of delivery by the logistics service is not compensated (it is deducted from the buyer or paid by them independently upon dispatch). When returning goods of improper quality, the buyer is refunded the full value of the goods, and the transportation is paid by the seller.