Returns & Exchanges
We comply with all requirements of the Ukrainian Law on Consumer Rights Protection.
Conditions for Returning Good-Quality Goods
Under Ukrainian law, you have the right to return a good-quality product within 14 calendar days of receipt if it did not suit you in terms of shape, dimensions, style, colour or configuration.
Product accepted for return
- The product has not been used — original appearance, seals and labels intact.
- Original packaging and all components are present.
- A proof of purchase is available (invoice or receipt).
- Technically complex products (heat pumps) are accepted for return provided there are no signs of installation or connection.
- The product has no mechanical damage, signs of repair or unauthorised interference.
- Not eligible for return: products manufactured to custom specifications.
Products not eligible for return
- Equipment manufactured to custom order or non-standard specifications.
- Products showing signs of installation, system connection, or prior use.
- Equipment with a broken factory seal where no warranty case applies.
- Components and consumables (filters, refrigerant, seals) once the packaging has been opened.
- Software and electronic licences once activated.
Product Exchange
If the purchased product does not meet your technical requirements, you may exchange it within 14 calendar days for another item from our range. Any difference in price will be refunded or paid by the buyer.
Warranty Exchange & Repair
Warranty service is provided in accordance with the warranty card included with each product. The warranty period is 3 years from the date of commissioning.
Warranty Repair
Free repair or replacement of faulty components within the warranty period. On-site engineer visits in Kyiv Oblast are free of charge; in other regions by arrangement.
Warranty Exchange
If the equipment cannot be repaired or the fault recurs, we will replace it with an identical or equivalent product.
Warranty does not cover:
- Damage caused by improper installation or connection by a third party.
- Mechanical damage and damage caused by natural disasters.
- Consequences of using the equipment for purposes other than intended.
- Natural wear of filters, seals and other consumable parts.
How to Submit a Return
Contact Us
Call or write to us, providing your order number and the reason for the return.
Receive Confirmation
A manager will agree the return terms and provide instructions for packaging and dispatch.
Ship the Product
Pack the product in its original packaging and send it to our warehouse: Nova Poshta, Vyshneve, warehouse no. 1. Return shipping costs are paid by the buyer (except for warranty cases).
Receive Your Refund
After inspecting the product, we will refund the amount within 7 business days to your bank account.
Refund Timeframes
Legal Basis
All return and exchange terms are governed by the Ukrainian Law on Consumer Rights Protection (Article 9) and the Civil Code of Ukraine. We undertake to comply with all requirements of current legislation and guarantee the protection of your rights as a buyer.
Have a question about a return?
To submit a return or a warranty claim, please contact our service department.