1. General provisions
This Return Policy governs the procedure for exchanges and returns of products purchased from NovoAbrasive (hereinafter referred to as the “Company”, “we”) through the website novoabrasive.com or through authorized dealers.
The policy has been developed in accordance with the Civil Code of Ukraine, the Law of Ukraine "On Protection of Consumer Rights" (No. 1023-XII of 12.05.1991), as well as the resolutions of the Cabinet of Ministers of Ukraine:
- No. 172 of March 19, 1994— list of goods of proper quality that are not subject to exchange (return)
- No. 231 of 16.03.2017— rules for returning technically complex household goods
- No. 2151 of 28.11.2023— changes regarding technically complex household goods
2. Return terms
The buyer has the right to exchange or return the goods within 14 calendar days from the date of receipt of the goods, in accordance with Article 9 of the Law of Ukraine "On Protection of Consumer Rights".
For goods of inadequate quality (defective), warranty conditions apply during the warranty period established by the manufacturer.
3. Grounds for return
3.1. The product does not match the order
If the buyer receives a product that does not meet the ordered specifications (article, type, size, grain size, quantity, etc.), the Company will exchange it for the correct product or refund the money. The buyer must report the discrepancies within 14 days from the date of receipt.
3.2. Detection of defects or damage
In the event of manufacturing defects or damage occurring during transportation, the buyer has the right to:
- Free replacement with a similar product of good quality
- Refund of paid funds
Defects must be recorded by photo or video and reported to the Company as soon as possible.
3.3. Product does not match the description
If the technical, visual or functional characteristics of the received product do not correspond to the information on the website, the buyer has the right to return it. Such non-conformity is an essential condition for exercising the right to return.
3.4. Return of goods of proper quality
In accordance with Article 9 of the Law of Ukraine "On Consumer Protection", the buyer has the right to return goods of proper quality within 14 days from the date of purchase, provided that:
- The product was not used.
- The presentation, consumer properties, seals, and labels are preserved.
- Original packaging preserved
- Available payment document (check, invoice) in electronic or paper form
You can find the list of non-returnable goods in Resolution of the Cabinet of Ministers No. 172.
4. Procedure for processing returns
- Submitting an application. The buyer contacts the Company via the feedback form or by e-mail info@novoabrasive.com. It is necessary to indicate: order number, reason for return, attach a photo of the product and a copy of the payment document.
- Coordination. The Company representative checks the information, clarifies the details and method of return. The form of compensation is agreed: exchange of goods or refund.
- Shipping of the goods. The buyer hands over the goods to the transport company. The goods must be in their original packaging, with no signs of use (unless the return is due to a defect).
- Inspection. After receiving the goods, the Company's specialists conduct an inspection: integrity, compliance, and the presence of defects are assessed.
- Completion. Based on the results of the inspection, an exchange or refund is made.
5. Refund
In accordance with the legislation of Ukraine, the Company returns the money to the buyer no later than 7 days from the date of receipt of the goods and application for a refund.
- Money for goods paid for by bank card or non-cash payment is returned in the same way.
- If the product was purchased for cash, the return is made in cash or in a manner agreed upon with the buyer.
To get a refund you need:
- Written application for a refund
- Document confirming the fact of purchase of goods (receipt, invoice, payment order)
6. Transportation costs
- When returning defective goods or goods that do not match the order, the Company bears the transportation costs.
- When returning goods of proper quality (at the buyer's initiative) - transportation costs are borne by the buyer
7. Features for B2B clients
For legal entities and individual entrepreneurs, the return procedure is regulated by the terms of the supply contract. In the absence of separate terms in the contract, the provisions of this Policy and the current legislation of Ukraine apply.
For wholesale orders, we recommend contacting the Company manager to agree on individual return terms.
8. Non-returnable goods
In accordance with Resolution of the Cabinet of Ministers of Ukraine No. 172, goods of proper quality specified in the approved list are not subject to exchange (return).
Also not accepted for return:
- Goods with traces of use, installation or mechanical impact
- Goods without original packaging, seals and labels
- Goods without a payment document confirming the purchase
- Products made to order (with non-standard characteristics)
9. Legislative framework
- Law of Ukraine "On Protection of Consumer Rights" (Articles 8, 9, 12)
- Civil Code of Ukraine
- Resolution of the Cabinet of Ministers of Ukraine No. 172 of March 19, 1994— list of non-returnable goods
10. Contact information
To process a return or with any questions, please contact us:
- Company: NovoAbrasive
- Email: info@novoabrasive.com
- Feedback form: Feedback
- Website: novoabrasive.com