The consumer rules in this section apply to purchases by individuals for personal needs. Business purchases are governed by the contract and legislation.
Distance purchases
Where a contract is concluded at a distance, the consumer may notify the seller of its termination within 14 days from confirmation of the mandatory information or receipt of the product or first delivery, in accordance with the law and subject to its exceptions.
If the confirmation of information does not meet legal requirements, the period for a physical product is 90 days from receipt of the product or first delivery. If the confirmation is corrected during that period, the consumer has 14 days from receipt of the corrected confirmation.
The product must be kept in an unchanged condition. Opening the packaging, inspecting or checking the product does not in itself remove the right to terminate the contract. Damage or deterioration not attributable to the consumer also does not remove that right. Return costs are reimbursed by the seller in the cases and manner provided for by law.
Separate statutory exceptions apply to distance contracts. In particular, the right to withdraw may be limited for goods manufactured or modified to an individual order that cannot be sold to another person, or can only be sold at a substantial financial loss. The label “available to order” alone does not automatically prohibit a return.
Defects and warranty
If defects are discovered during the warranty period, the consumer may request a proportionate price reduction, repair of the defects free of charge, or reimbursement of the cost of remedying them.
Where there is a substantial defect attributable to the manufacturer or seller, or the product is counterfeit, the consumer may request replacement or termination of the contract with a refund; where necessary, the circumstances are established by an expert examination. On termination because of a substantial defect, if the price has increased, the refund is calculated using the price at the time the claim is made; if it has decreased, the price at the time of purchase applies. The money is refunded on the day the contract is terminated or, if that is not possible, within an agreed period, no later than seven days.
Warranty repairs are completed within 14 days of the claim being made or within another period agreed by the parties. The warranty period is extended by the time the product spends under repair.
How to contact us
Use the FORMED® contact details on the Contacts page or contact us at: 8 Volodymyra Ivasiuka Avenue, building 5, second building level, Kyiv, Ukraine (другий поверх). Specify the product, purchase date, reason and requested remedy; prepare the purchase receipt and any available warranty documents. Clarifying how to hand over the product does not restrict statutory rights or time limits.
The period for requesting an exchange or withdrawing from a distance contract is not the refund period. Refunds are made in the manner and within the time limits established by legislation for the particular grounds for terminating the contract.
