Exchange and return

Returns and exchanges of products are regulated by the Law of Ukraine "On Protection of Consumer Rights" (the "Law"), which provides that a buyer has the right to return a product within 14 days from the date of purchase (or receipt). Article 9 of the Law provides that goods of good quality may be exchanged if they have not been used and if their presentation, consumer properties, seals and labels are preserved.

 

Return of products from the buyer

The buyer has the right to return the product of good quality (or exchange it for another) if the following conditions are met:

• The product is not a product that cannot be exchanged or returned.
• The product has not been used, is fully equipped and the integrity of the packaging has not been compromised (open packaging is not considered damage to the presentation).
• Factory (warranty) seals, labels and markings are intact.
• Less than 14 days have passed from the date of receipt of the product.
• A payment document and warranty card are available.

If these conditions are not met, the seller has the right to refuse the return. For products of inadequate quality, other rules apply, as described in Article 8 of the Law. Returns of used and refurbished products are subject to the seller's consent.

The following products cannot be returned: 

• medical preparations and products;
• sanitary items;
• corsetry products;
• toothbrushes;
• hairbrushes, combs and massage brushes;
• underwear, bed linen,
• hosiery;
• products in aerosol packaging.

 

Return of funds to the buyer

According to the law, when returning a product, settlements with the buyer are made based on the value of the product at the time of purchase. Money for products paid for by card or by bank transfer will be returned to the buyer in the same way. By agreement with the buyer, it is possible to exchange the product for a product of the same value or with a price recalculation.

 

The procedure for returning or exchanging products 

1. Apply to the contact centre of Your Health Trading LLC or your personal manager. 
2. Indicate the reason for the request (exchange or return).
3. Prepare documents that are sent to the client by e-mail or viber.
4. Send the product to the Nova Poshta post #38 in Kyiv
5. Inform the company's manager of the shipment declaration number. 

Then, depending on the buyer's request and the results of the inspection, the goods will be exchanged for another or the money will be refunded. 

 

Obligations of the buyer for the right to return the products

According to clause 3 of Article 4 of the Law of Ukraine "On Protection of Consumer Rights", a consumer is obliged to:

• Before starting to use the product, carefully read the operating instructions set out in the product documentation provided by the manufacturer (seller).
• Before using the product, ask the seller (manufacturer) or other person specified in the operating documentation performing their functions, if necessary, to clarify the terms and conditions of use of the product.
• Use the product in accordance with its intended purpose and comply with the conditions (requirements, norms, rules) established by the manufacturer of the product in the operating documentation. 
• In order to prevent negative consequences of using the product for the consumer, adhere to the safety methods provided by the manufacturer and special rules provided for in the operating documentation, and in the absence of such rules in the documentation, adhere to the usual clear safety methods established for products of this kind.