Returns

Inspection on Delivery

Where to inspect: at the National Post / Nova Poshta branch, with the courier, or with a private carrier — before signing for the parcel.

What to check: packaging integrity, absence of visible damage, full contents, and compliance with your order.

If you notice damage or missing items:

1. Do not accept the shipment.
2. Ask the carrier to file a report (claim).
3. Take photos/videos and contact us immediately.

Important: claims for damage or defects submitted after accepting the parcel from the carrier will not be accepted.

Return Conditions

• Timeframe: within 30 calendar days from the date of receipt.
• Item condition: unused, undamaged, with no installation marks; complete original packaging, all accessories and labels intact.
• Packaging for return: place the original box inside an external shipping carton with proper protection. Do not put labels or tape directly on the retail box.
• Exceptions: custom/special-order items, consumables and chemicals with broken seals, items showing installation traces — not eligible for return (unless otherwise required by law).

Shipping Costs & Customer Refusals

• Who pays return shipping: the customer.
• Customer refusal for any reason (e.g., refusal to pay customs duties/VAT, change of mind, incorrect address, parcel not collected on time, etc.):
• We refund item price only.
• Outbound and return shipping are at the customer’s expense (if we paid shipping, these costs will be deducted from the refund).
• If the parcel is returned by the carrier/customs due to unpaid duties or non-collection, all related fees (storage, return postage, brokerage) will also be deducted from the refund.
• Tracking: the customer must provide the return tracking number. In case of refusal at delivery, the original shipment tracking remains applicable.

How to Request a Return

1. Email us at [email protected] with the subject “Return: Order #[number]”.
2. Include: order number, full name, phone, reason for return, and photos of the item/packaging (if possible).
3. Send the item via your preferred carrier to our warehouse (we will confirm the address in our reply).
4. Provide the return tracking number and the shipping receipt.
5. Once received, we will inspect the item (completeness/condition) — typically within 1–2 business days.
6. Refund: issued to your bank card/account within 5–7 business days after successful inspection.

Return Email Template

Subject: Return: Order #[number] Hello, I would like to request a return. Order number: [number] Full name: [your name] Phone: [number] Reason: [brief] Return tracking (if already shipped): [number] Photos of the item and packaging are attached. Thank you!