The consumer protections set out here apply to individuals buying goods for personal needs not directly connected with business activities or the performance of duties as an employee. Purchases for business purposes are governed by the contract terms and the applicable legislation.
If a non-food product of satisfactory quality is unsuitable in shape, dimensions, style, colour or size, or cannot be used for its intended purpose for other reasons provided for by law, the consumer has the right to exchange it within 14 days, excluding the day of purchase.
The product must be unused, with its saleable appearance, consumer properties, seals and labels intact. A payment receipt is required; an electronic payment receipt is also accepted.
If an equivalent product is not available for sale at the time of exchange, the consumer may choose another product with a price adjustment, wait for an equivalent product to become available, or terminate the contract and receive a refund for the returned product. In that case, the refund is calculated using the product price at the time of purchase; the money is refunded on the day the contract is terminated or, if that is not possible, within a period agreed by the parties, no later than seven days.
Statutory exceptions apply to exchanges of goods of satisfactory quality, including the list approved by Resolution No. 172 of the Cabinet of Ministers of Ukraine. These exceptions do not mean that there are no rights where a product has defects.
To make a request, use the FORMED® contact details on the Contacts page. Specify the product, purchase date, reason for contacting us and the remedy you request. Arrangements for handing over the product can be clarified in advance; organisational arrangements do not restrict statutory rights or time limits.
