Returns and exchanges

You can cancel a purchase made on our website within 14 days of the day you received your order (Article 13 of the Law of Ukraine “On Consumer Rights Protection”).

To cancel, let us know by e-mail, phone or Viber — or simply return the product. Our details are under “How to make a claim”.

Please return the product as you received it — in intact packaging, with no signs of use — so that we can be sure nobody has opened it.

The cost of returning the product is borne by the seller: we will agree with you how to send it and pay for the delivery.

We refund you no later than 30 days after the day you told us you were cancelling (see “Refunds”).

Cosmetics of proper quality bought in person at a point of sale, rather than at a distance, cannot be exchanged or returned under the list approved by Resolution No. 172 of the Cabinet of Ministers of Ukraine of 19 March 1994.

A product is considered faulty if, for example:

• its packaging, bottle or pump is damaged, or it is leaking;
• it had passed its expiry date when you received it;
• its colour, scent or texture has changed — unless this is the result of improper storage;
• it does not match its description on the website or its labelling;
• it is counterfeit.

For any defect, you may ask us to reduce the price, remedy the defect or reimburse the cost of remedying it. If the defect is significant or the product is counterfeit, you may choose either to terminate the contract and get your money back or to have the product replaced (Article 8 of the Law of Ukraine “On Consumer Rights Protection”).

We replace the product straight away or, if its quality needs to be checked, within 14 days. We refund you on the day the contract is terminated or, if that is not possible, within 7 days at the latest.

You can raise a claim within the product’s shelf life. You will need the receipt or your order number.

Sending a faulty product back is at our expense; we will agree the method with you.

We are not liable for a defect if we prove that it was caused by a breach of the rules for storing or using the product.

If you receive the wrong product, or not everything you ordered, please let us know. We will send what you need or, if you prefer, refund you for what is missing.

In that case, shipping is at our expense.

Inspect your parcel at the branch or when the courier hands it over. If the packaging is damaged, or a product has broken or leaked, ask the Nova Poshta employee to draw up a damage report and photograph the parcel. With the report, we can replace the product or refund you more quickly.

If you collected the parcel from a locker, photograph it as soon as you open it and get in touch.

1. Write to [email protected] or contact our manager on +38 099 089 89 26 (call or Viber 24/7).
2. Give your order number and tell us what has happened.
3. If you can, attach photographs of the product, its packaging and labelling (batch number and expiry date).
4. We will agree the next steps with you — including how to send the product, if need be.

We consider claims about products within 7 calendar days, unless the law sets a shorter period.

Please keep the product and its packaging until the matter has been resolved.

Where we refund:

• online payment (card, Apple Pay, Google Pay) — to the same card via WayForPay;
• bank transfer or cash on delivery — to the IBAN account you give us.

When we refund:

• faulty product — on the day the contract is terminated or, if that is not possible, within 7 days at the latest;
• cancellation within 14 days — no later than 30 days after the day you told us you were cancelling.

When the money reaches your account also depends on your bank.

The Law of Ukraine “On Consumer Rights Protection” protects people buying goods for their personal needs. If you buy products for your professional practice as a sole trader or a company, exchanges and returns are governed by a separate agreement with us or, where there is none or it does not cover a matter, by the Public offer and the Civil Code of Ukraine.