You can refuse the delivered item if:
-
it doesn’t match the ordered item code, is faulty, or damaged;
-
it doesn’t suit you in terms of shape, size, color, or for any other reason cannot be used as intended (provided the item has not been used).
You may return the item immediately upon delivery — simply hand it back to the courier.
Exception: items that were shipped in rigid packaging (e.g. aquariums or other fragile goods). These cannot be returned to the courier as they require special packaging for transportation.
In this case, you’ll need to return the item yourself via a postal branch. Please ensure the packaging matches the original (crating, protective materials).
Returns are carried out in accordance with the Law of Ukraine “On Consumer Rights Protection”
According to Resolution No. 172 of the Cabinet of Ministers of Ukraine dated March 19, 1994, the following items are non-returnable:
-
food products;
-
medical goods: medicines and veterinary devices, medical clothing;
-
blankets, bandages, and similar items;
-
hygiene products;
-
soft or inflatable toys;
-
items for puppies and kittens (pads, nipples, feeding bottles, drinkers, etc.);
-
cosmetic and perfumery products, and items in aerosol packaging;
-
towels, blankets, pet beds, and houses;
-
toothbrushes, combs, brushes, grooming tools;
-
hosiery and socks.
Be sure to check the item immediately at the NovaPoshta / Ukrposhta branch or when receiving it from the courier.
Claims for damage or breakage will not be accepted after signing the delivery confirmation.
