Return and exchange

RETURN AND EXCHANGE

The Buyer has the right to return or exchange a received product of good quality for a similar one within 14 (fourteen) calendar days from the date of receipt of the Product, excluding the day of purchase, provided that all of the following conditions are met in aggregate:

  • The product has not been used, and its presentation, consumer properties, seals, labels, and the payment document issued to the Buyer along with the sold product have been preserved.

Refund period

Refunds are made within 5 business days after submitting a refund request and receiving the goods at the warehouse.

Refund method

Refunds are made to the same account from which the payment was made.

Return shipping cost

  • Return shipping is paid by the customer.
  • If a manufacturing defect or other error on our part is found (inconsistency in the quality or appearance of the goods), we will cover the shipping costs.

Return address

The return address will be provided after consultation with the manager.

We recommend that you contact our team before shipping — in some cases, the goods may be sent to another warehouse or production facility for a quick and correct resolution of the issue.


How to arrange a return or exchange

Step 1. Contact us

Write to our manager and inform them of your desire to make a return or exchange. We will check the order details and advise you on the next steps.

Step 2. Fill out the application

After contacting us, you will be provided with a return/exchange application form. Please fill it out and send it to us.

Step 3. Get the shipping address

The manager will provide you with the current return address.

Important: sometimes the goods need to be sent to a different warehouse or production facility, so we recommend that you do not send the parcel without prior approval.

Step 4. Send the goods

Send the goods by delivery service and keep the waybill.

  • The customer pays for return shipping.
  • If a manufacturing defect or error on our part is confirmed, we will pay for shipping.

Step 5. Wait for a decision and refund.

After receiving and inspecting the goods, we will:

  • process the exchange, or
  • refund the money within 5 business days to the account from which the payment was made.

Important: the goods must be free of signs of use, with tags intact and in their original packaging.

If you have any complaints or questions, please write to us at sales@roar-cruise.com.ua