Returns and exchanges
VENETO returns and exchanges goods of proper quality in accordance with Article 9 of the Law of Ukraine “On Consumer Rights Protection” No. 1023-XII of 12 May 1991 (hereinafter — the Law of Ukraine “On Consumer Rights Protection”).
To arrange an exchange or a return, call our manager or write to us by email:
Time limits for exchanging and returning goods of proper quality
Under Part 1 of Article 9 of the Law of Ukraine “On Consumer Rights Protection”, the buyer (consumer) has the right to return or exchange goods of proper quality within 14 (fourteen) days, not counting the day of purchase.
Conditions for exchanging and returning goods of proper quality
Under Part 1 of Article 9 of the Law of Ukraine “On Consumer Rights Protection”, the buyer has the right to exchange goods of proper quality for similar goods from the seller they were bought from, if the goods do not suit the buyer in shape, dimensions, style, colour or size, or cannot be used for their intended purpose for other reasons.
Goods of proper quality are exchanged if:
- they have not been used;
- their presentable condition, consumer properties, seals and labels are preserved (the packaging is undamaged, the set is complete and there is no mechanical damage of any kind);
- the buyer keeps the payment document issued with the goods, or a QR code displayed on the screen of the software cash register (the screen of the device on which the software cash register is installed) that lets the consumer read it and match it to the payment document by the data it contains, or an electronic payment document sent to the phone number or email address provided by the buyer.
When a sales contract is terminated, settlement with the consumer is based on the price of the goods at the time of purchase. The money paid for the goods is returned to the consumer on the day the contract is terminated, or, if that is not possible, within another period agreed by the parties, but no later than seven days (Part 3 of Article 9 of the Law of Ukraine “On Consumer Rights Protection”).
Goods of proper quality are returned at the expense of the buyer (consumer).
Refunds are made in the way most convenient for the buyer (consumer) within 3 working days after the seller receives and inspects the goods.
If the buyer cancels the order and returns goods of proper quality within 14 days, not counting the day of receipt, the cost of delivering the goods is charged to the buyer (consumer) (deducted from the refund).
Conditions for returning goods of improper quality
Under Part 1 of Article 8 of the Law of Ukraine “On Consumer Rights Protection”, if defects are found during the established warranty period, the buyer, in the manner and within the time limits set by law, has the right to demand:
- a proportional reduction of the price;
- free elimination of the defects within a reasonable time;
- reimbursement of the costs of eliminating the defects.
If, during the established warranty period, significant defects caused by the manufacturer (seller, contractor) or falsification of the goods are found and confirmed, where necessary, by an expert opinion, the buyer, in the manner and within the time limits set by law and on the basis of rules or a contract binding on the parties, has the right, at their choice, to demand from the seller or the manufacturer:
- termination of the contract and a refund of the amount paid for the goods;
- replacement of the goods with the same or similar goods from among those available from the seller (manufacturer).
Under Part 14 of Article 8 of the Law of Ukraine “On Consumer Rights Protection”, the buyer’s claims provided for by this article are not satisfied if the seller or manufacturer (the enterprise that satisfies the consumer’s claims set out in part one of this article) proves that the defects arose because the buyer violated the rules for using or storing the goods. The buyer has the right to take part in the quality inspection of the goods in person or through a representative.
Delivery of bulky goods and goods weighing more than five kilograms to the seller, and their return to the buyer (consumer), is carried out at the seller’s expense (Paragraph 2 of Part 5 of Article 8 of the Law of Ukraine “On Consumer Rights Protection”).
Refunds are made in the way most convenient for the buyer (consumer) within 3 working days after the seller receives and inspects the goods.
The following cannot be returned:
- goods damaged through the buyer’s (consumer’s) fault after purchase, including during assembly;
- mattresses (without packaging, with broken packaging, or used);
- goods made to the consumer’s order under a work contract for an individual order, if the goods are individual (non-standard), made to individual (non-standard) dimensions and / or in a fabric chosen by the customer (consumer);
- discounted goods (because of a specific defect (flaw) the buyer (consumer) was warned about in writing before purchase).
