When can a product be returned?

Within 14 days from the date of purchase.

What are the requirements for the condition of the product to be returned?

• The product must be complete, with all inserts, certificates, fillers, and protective films;
• The original branded packaging must be preserved;
• The product must not have been used or operated;
• The commercial appearance of the product must be preserved;
• Consumer properties, seals, and original packaging must be preserved;
• An accounting document confirming the fact of purchase and payment (invoice) must be provided;
• A product presented on the website as a set must be returned with all its components.

Which products are not subject to return?

Certain categories of goods are not eligible for return under Article 30 of the Law of the Republic of Kazakhstan dated May 4, 2010, No. 274-IV “On Consumer Protection” (medicinal products and medical devices; underwear; hosiery; animals and plants; goods sold by the meter, including fabrics of all kinds, knitted and curtain cloth, artificial fur, carpet products, non-woven materials, ribbons, lace, braid, wires, cords, cables, linoleum, baguette, film, oilcloth, and subscriber devices for cellular communication).

What is the cost of return?

• Return of goods purchased without a discount or with a discount of up to 50% is free of charge.
• In case of returning a product with the same article number more than once, return shall be at the Buyer’s expense.
• Return of goods purchased with a discount of 50% or more shall be at the Buyer’s expense. The cost of return by courier delivery is 1,500 KZT.

When will the Buyer receive a refund?

Within 15 working days.

How will the Buyer receive a refund?

Funds will be returned to the bank card used for the purchase on our website.

Under what conditions will the Buyer receive a refund?

• After the Seller accepts the goods for return, within 15 working days from the date of receipt of the goods;
• After conducting an authenticity examination;
• The product must be complete, in commercial condition, in the original packaging with barcodes;
• The product must have original tags and labels, as well as a document confirming the fact of purchase and payment (invoice);
• The product must not fall under the list of goods not subject to return according to Article 30 of the Law of the Republic of Kazakhstan dated May 4, 2010, No. 274-IV “On Consumer Protection”.

What happens if the product is not accepted by the Seller for return?

The product will be sent back to the Buyer at the same address from which it was delivered.

How to arrange a product return?

1. Submit a request by calling 7896 (free from mobile) or +7 701 647 12 25 (for international calls and WhatsApp);
2. Indicate the reason for the return and list any defects of the product, if applicable;
3. Attach the following documents to the request: a copy of ID or passport, a receipt or payment statement from your online bank or another payment system;
4. Hand over the product and the set of documents to the courier who will be sent to you;
5. Wait for the refund.
6. We will return the money within 15 working days from the moment the Seller receives the goods, provided the product meets the requirements.

Refund or product exchange will not be processed if the product sent by you does not meet the requirements of Article 30 of the Law of the Republic of Kazakhstan dated May 4, 2010, No. 274-IV “On Consumer Protection” (non-returnable goods: medicinal products and medical devices; underwear; hosiery; animals and plants; goods sold by the meter, including fabrics of all kinds, knitted and curtain cloth, artificial fur, carpet products, non-woven materials, ribbons, lace, braid, wires, cords, cables, linoleum, baguette, film, oilcloth, and subscriber devices for cellular communication).