Return and Exchange Policy

At Dnipro-Abraziv.com, we are committed to our customers' complete satisfaction. This return and exchange policy is developed in accordance with the Law of Ukraine "On Consumer Protection," and also takes into account the main principles of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, guaranteeing your rights to return or exchange goods of proper and improper quality.

1. Conditions for Return and Exchange of Goods of Proper Quality

According to Article 9 of the Law of Ukraine "On Consumer Protection," you have the right to exchange or return goods of proper quality within 14 calendar days from the date of purchase (receipt), not including the day of purchase. Exchange or return of goods is possible under the following conditions:

The product has not been used and shows no signs of use (scratches, chips, scuffs, etc.).
The product's marketable appearance and consumer properties, seals, and labels are preserved.
The product's complete set is preserved, and the original packaging is not damaged.
A settlement document (receipt, invoice, payment slip) issued to the consumer along with the sold product is available.

If an analogous product is not available for exchange at the time of the request, you have the right to:

Purchase any other goods from the available assortment with a corresponding recalculation of the value.
Receive a refund for the value of the returned goods.
Exchange the goods for an analogous one upon the first availability of the corresponding product for sale.

Refunds are processed within 7 banking days from the moment the product is received and inspected by the seller.

2. Conditions for Return and Exchange of Goods of Improper Quality (Warranty Cases)

In case of significant defects in the product, which occurred due to the fault of the manufacturer (seller), or falsification of the product, confirmed by an expert opinion if necessary, you have the right, according to Article 8 of the Law of Ukraine "On Consumer Protection," to demand:

A proportional reduction in price.
Free elimination of product defects within a reasonable time.
Reimbursement of expenses for eliminating product defects.
Termination of the contract and refund of the amount paid for the product.
Replacement with the same product or an analogous product available from the seller (manufacturer).

To make a claim regarding a product of improper quality, you must provide:

The product with complete set and original packaging.
A settlement document confirming the purchase.
An identification document.

The term for reviewing claims regarding goods of improper quality and eliminating defects (or refunding/exchanging) is determined in accordance with the Law of Ukraine "On Consumer Protection."

3. Exceptions to Return and Exchange Rules

Ukrainian legislation provides a list of proper quality goods that are not subject to exchange (return). These may include certain non-food products (tools, materials, and others included in the list approved by the Cabinet of Ministers of Ukraine).

Please note that abrasive materials, being consumables, may have certain restrictions on returns if they have been used or have lost their marketable appearance. Please carefully check the product upon receipt.

4. Return and Exchange Procedure

Contact our customer support by phone or email listed on the Site for consultation and to submit a return/exchange request.
Provide the necessary information: order number, description of the problem (for goods of improper quality) or reason for return (for goods of proper quality).
Send the product to the specified address (the cost of return shipping for goods of proper quality is paid by the buyer; for goods of improper quality, shipping costs may be reimbursed by the seller after confirmation of the defect).
Upon receipt and inspection of the product, we will process your refund or exchange request in accordance with this policy and applicable law.

5. Contact Information

For more information or if you have questions regarding returns and exchanges, please contact our customer support via the "Contacts" section on our Site or at: office@dnipro-abraziv.com