Rules for exchange and return of goods
You can exchange or return goods, but not all of them. In this consultation, we remind you what can be exchanged/returned and under what conditions.
Good quality goods can be exchanged or returned within 14 days of purchase if
- it has not been used
- its presentation, consumer properties, seals, labels are preserved
- you have a receipt.
If there is no similar product, you can
- choose another product
- return the money
- wait for a similar product.
How to return or exchange goods if you don't have a receipt
You can provide another document confirming payment (for example, a warranty card). It should contain information about the seller, the date of purchase, the name of the product, and the price.
Or get a copy of the receipt. To do this, you can write an application to the store manager.
If the goods were purchased on credit
First, you should contact the lender to cancel the loan.
After that, contact the seller to return the goods.
What goods cannot be returned/exchanged
- perfumes, cosmetics
- jewelry
- underwear and bedding
- toothbrushes, razors, combs
- feather and down products (pillows, blankets)
- soft and rubber inflatable toys for children
- printed materials (e.g. books)
- tools for manicure, pedicure, and some other products.
If the equipment is under warranty and it breaks down
You are entitled to a warranty repair. And while the equipment is being repaired, you are entitled to the temporary use of a product of a similar brand.
What equipment does this apply to
- telephone
- TV set
- microwave oven
- vacuum cleaner
- refrigerator (freezer)
- iron
- washing machine
- computer and its components
- equipment for video recording and reproduction of image and sound
- electric kettle, electric coffee maker
- a hair dryer.
How to get replacement equipment
Submit a written request to the seller.
For each day of delay in providing a similar product or repair, the consumer has the right to demand a penalty of 1% of the value of the product.
Where to apply for consumer protection
To the State Service of Ukraine for Food Safety and Consumer Protection (State Service of Ukraine for Food Safety and Consumer Protection)
In complicated cases, you can file a lawsuit in court.