The return and exchange of goods is regulated by the Law of Ukraine "On the Protection of Consumer Rights", according to which the buyer has the right to return the goods within 14 days from the day of purchase. In case of a request from the buyer to return or exchange the product, contact him as quickly as possible and clarify the reason for the return/exchange of the product. Requests for return, which the buyer made in his account, will be displayed in the seller's account.

Return of goods from the buyer
The buyer has the right to return a good quality product (or exchange it for another) if the following conditions are met:

the product does not belong to the products that are not subject to exchange and return;
the product has not been used, is fully assembled and the integrity of the packaging is not violated (open packaging is not considered damage to the product appearance);
preserved factory (warranty) seals, labels and markings;
less than 14 days have passed since receiving the goods;
there is a settlement document and a warranty card.
If these conditions are not met, the seller has the right to refuse the return. For goods of inadequate quality, other norms described in Article 8 of the Law "On the Protection of Consumer Rights" apply. The return of used and refurbished goods is subject to the consent of the seller.

For the convenience of buyers, we recommend attaching a printed return application form to the order, with your data for the return and fields for filling in data about the purchased product and the buyer, for example, such a sample. Upon receipt, the buyer will be able to contact you at the provided contact phone number and correctly send the package back if necessary. Otherwise, when the customer does not have a printed return form, he can contact you through "Correspondence with the seller" in the buyer's account, or through the contacts of the sender of the parcel, or independently create a return request in the buyer's account.

To return the product, agree with the buyer on the method of returning the product. You can offer to send the goods by postal carrier or return the goods at your store (point of delivery). The goods are delivered at the buyer's expense, but if the received goods do not correspond to the information indicated on the website (different model, color, configuration, etc.), then the seller must compensate the buyer for transportation costs. Warn the buyer that he needs a return statement in any form (or send a ready-made template), which should indicate the reason for the return, order details and the method of refund.

The buyer's requirements must be satisfied immediately, and if it is necessary to check the quality of the returned goods, within 14 days, or as agreed with the buyer.

When you receive the product at the carrier's office or in your store, carefully inspect it, check the package and the presence of damage:

If the product is found to be damaged or incomplete, you have the right to refuse the return to the buyer.
In this case, fill out the Act of acceptance and transfer, in which you describe the product and the detected defects. The act of acceptance and transfer is made in 3 copies: to you, to the buyer, and one remains at the postal service branch. If the act is filled out in your store, it is made in 2 copies: the original remains with you, the copy with the buyer.

If the product is visually free of defects, but you need to accept it for a closer inspection.
During the inspection of the goods, draw up the Act of inspection of the goods, and, if possible, record the process on video. If a detailed inspection of the product revealed a violation of the rules of operation of the product or its appearance, you can refuse the return to the buyer by simultaneously sending him a copy of the report of the product inspection (for example, by e-mail), keeping the original for yourself.

Drawing up and providing the buyer with copies of the "Deed of Acceptance-Transfer" and "Deed of Inspection of Goods" can help in resolving disputed situations.

Before asking the buyer to physically return the product, we recommend requesting photos/videos that can help visually identify defects. This will allow to guide the client in the return procedure, and also, without wasting time on transporting the product to the service center, to offer an alternative solution: full or partial compensation of the cost of the product, sending the missing part, etc.

Return of funds to the buyer
According to the legislation, when returning the goods, settlements with the buyer are carried out based on the value of the goods at the time of purchase. By agreement with the buyer, you can also exchange the product for the same value or with a recalculation of the price.

After receiving the return request, issue a refund to the buyer. In case of exchanging the product for another one, record the model and cost of the sent product in the application.

Money for goods paid by bank card or cashless payment must be returned to the payer in the same way. For this, the seller needs to cancel the payment in the payment system and make a refund, or based on the buyer's application, send money from your current account to the buyer's current account. If the product was