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Product return and exchange
We comply with Ukrainian Law "On Consumer Rights Protection" and provide full right to return or exchange product. Your purchase satisfaction is our priority.
Your rights as consumer
Quality product
Return period: 14 days
From moment of receiving product you have right to return or exchange quality product without explaining reasons.
Return conditions:
- Preserved merchandise appearance
- All labels and seals present
- Complete set
- No signs of use
Defective product
Period: entire warranty period
If product turns out defective or has manufacturing defect, you can return it during entire warranty period.
Your choice:
- Refund
- Exchange for similar product
- Exchange for different product with recalculation
- Free repair
Product return procedure
1
Contact us
Within 14 days from receiving product:
- Phone: +380 (XX) XXX-XX-XX (Viber, Telegram)
- Email: support@santehpoliv.ua
- Online chat on website (during business hours)
Prepare information
Order number, return reason, product photos (if needed)
2
Get address and instructions
Our manager will provide you:
- Address for sending product
- Waybill number (if we send at our expense)
- Packaging instructions
- List of documents to include in package
3
Prepare product for shipment
Mandatory requirements:
- • Original or similar packaging (protection from damage)
- • All accessories, instructions, warranty cards
- • Receipt/waybill copy (put in box)
- • Return application with your signature
If no original packaging - pack reliably in cardboard box with buffer material (foam, paper)
4
Send product
Shipment via delivery service:
Quality product
Round-trip delivery paid by buyer. This is standard practice according to legislation.
Cost ~150-300 UAH depending on distance
Defective product
All delivery costs covered by seller. We'll provide waybill with paid delivery.
You pay nothing
5
Receive refund or replacement
After receiving and checking product:
Refund:
3-5 business days to same card/account
Exchange for product:
Shipment within 1-2 business days
Repair:
5-14 days depending on complexity
Product warranties
All products come with official manufacturer warranty. Warranty covers manufacturing defects and malfunctions not caused by user fault.
Irrigation systems
1-3 роки
Depends on manufacturer
Timers, automation
2 роки
Standard warranty
Drip tape
1 сезон
6-12 months
Fittings, connections
6-12 міс
Depends on type
What is NOT covered by warranty?
Warranty doesn't apply in cases:
- Mechanical damage (impacts, drops, tears)
- Improper operation (pressure above allowed, aggressive chemicals)
- Natural wear (sun fading, material aging)
- DIY repair or design interference
- Frost damage (if water not drained)
Warranty applies:
- Manufacturing material defects
- Electronic component malfunction without external damage
- Fitting leaks at normal pressure
- Dripper clogging in first month with installed filter
- Other manufacturer defects
Special cases
Damaged package during delivery
IMPORTANT! DO NOT accept damaged package!
If you see package damaged externally - don't accept without inspection and act!
If discovered damage:
- Ask branch employee to inspect package with you
- Draw up damage act (mandatory!)
- Take photos of packaging and product damage
- Contact us within 24 hours
- We'll send replacement or refund money
Without damage act, claims to delivery service not accepted!
Package refusal at branch
You have right to refuse package directly at Nova Poshta or Ukrposhta branch without receiving it.
Refusal before payment
If you haven't paid cash on delivery yet:
- • Simply say you refuse package
- • Employee will send it back to sender
- • You pay nothing
Refusal after payment
If you already paid online:
- • Refuse at branch
- • Contact us for refund
- • Refund within 3-5 days
Delivery payment
When refusing package, round-trip delivery cost deducted from refund amount. These are delivery service terms.
Exchange for different product
You can exchange product for different product from our range with price recalculation.
Product more expensive:
Pay difference by any convenient method
Product cheaper:
Refund difference to card within 3-5 days
Exchange period:
After receiving returned product will send new one within 1-2 days
Frequently asked questions
Can I return unpacked product?
Yes, main thing product not used. You have right to unpack package, inspect product. If doesn't suit you - pack back and return within 14 days.
What to do if no original packaging?
Pack product in any reliable packaging that ensures safety during transportation. Use cardboard box of appropriate size and buffer material (foam, paper, bubble wrap).
When will money arrive after return?
3-5 business days after we receive and check product. Money returned to same card or account from which payment made. Bank may delay posting another 1-3 days.
Can I return product without receipt?
Yes, lack of receipt not grounds for refusal. We can confirm purchase by order number, TTN or other means. Main thing - purchase made with us and return period not expired.
Who pays delivery on return?
If product quality and you just changed mind - round-trip delivery paid by buyer (this is legal norm). If product defective or we sent wrong thing - we cover all costs.
Questions remaining?
Our managers will gladly help resolve any issue regarding return or exchange