RETURN AND EXCHANGE OF STANDARD FURNITURE PURCHASED IN THE STORE:
According to Article 9 of the Law of Ukraine 'On Consumer Protection,' the consumer has the right within 14 days from the date of purchase to exchange or return goods of proper quality if they did not satisfy them in form, dimensions, color, or for other reasons cannot be used as intended.
Proper quality goods are those without defects or damages, which meet the characteristics or information provided by the manufacturer, are fit for use as intended, and have no shortcomings.
Consumer rights when exchanging (returning) goods of proper quality:
- exchange for a similar product;
- purchase of another product from the available assortment with an appropriate price recalculation if a similar product is unavailable;
- exchange for a similar product upon the first arrival of such a product for sale;
- refund in the amount of the returned product’s value.
Conditions for exchange (return) of goods of proper quality:
- the product was not used and retains its marketable appearance.
- original packaging and labels are preserved (traces of careful opening for product inspection are allowed).
- the furniture was not assembled or installed.
- a purchase receipt confirming the purchase is available.
- the product is not listed among those that are not subject to exchange (return).
According to the Law on Consumer Protection, the company may refuse to exchange and return goods of proper quality if they belong to the categories specified in the current Resolution No. 172 of March 19, 1994, 'On the Implementation of Certain Provisions of the Law of Ukraine on Consumer Protection.'
Settlements with the consumer are made based on the value of the goods at the time of purchase.
The refund is processed within 7 business days after the actual return of the goods to the seller.
The buyer can independently deliver the furniture to our warehouse at: Kyiv region, Petropavlivska Borshchahivka, Petropavlivska Street 6 or COMODOS employees can collect the furniture, provided that the buyer separately pays for transportation costs.
Goods of improper quality are those with any non-conformity to contract conditions (non-compliance with the characteristics specified in the purchase agreement), information from the manufacturer or seller (indicated in the product labeling or description).
Consumer rights when purchasing goods of improper quality:
- demand from the seller a proportional price reduction;
- free elimination of defects within a reasonable time;
- reimbursement of costs for defect elimination;
- replacement of goods with a similar quality product or another model with an appropriate price recalculation.
When eliminating defects by replacing a component or part with a warranty period, the warranty period for the new component or part is calculated from the day the consumer receives the repaired product.
Consumer rights in case of discovering a significant defect in the product:
A significant defect is one that makes the product unusable or unacceptable for its intended purpose, arises due to the manufacturer’s (seller’s, service provider’s) fault, reappears after elimination for reasons independent of the consumer, and has at least one of the following characteristics:
- it cannot be eliminated at all;
- its elimination takes more than 30 calendar days;
- it significantly changes the product from what was agreed in the contract.
Conditions for exchange (return) of goods of improper quality:
- a purchase receipt with the date of sale is preserved;
- the product is not listed among those that are not subject to exchange (return);
- a significant defect was discovered within the established warranty period.
Exchange (return) periods for goods of improper quality:
- if under warranty, the period is determined by the manufacturer;
- in case of defect detection, 30 days for free elimination (or by mutual agreement);
- in case of a significant defect, individually determined.
Settlements with the consumer are based on the product's value at the time of purchase.
The refund is processed within 7 business days after the actual return of the goods to the seller.
The buyer can independently deliver the furniture to our warehouse at: Kyiv region, Petropavlivska Borshchahivka, Petropavlivska Street 6 or COMODOS employees can collect the furniture, provided that the buyer separately pays for transportation costs.
Attention!
The presence of defects or counterfeiting is confirmed by expert examination.
As a general rule, the examination is conducted at the seller's expense. If the examination proves that the defects arose due to the consumer’s violation of established usage, storage, or transportation rules, the consumer’s claims are not satisfied, and the consumer must reimburse the seller for the examination costs.
Required documents:
- a purchase receipt with the date of sale;
- warranty obligations;
- content of the contract with the service provider;
- description of detected defects;
- submitted claims with documented confirmation of their receipt by the seller (service provider);
- received responses, conclusions, etc.
If the product was purchased with delivery, the delivery cost is not refunded upon return.
RETURN AND EXCHANGE OF CUSTOM-MADE FURNITURE:
Furniture made to order (custom color selection, upholstery, configuration, according to your parameters) is not subject to exchange or return according to the List of goods of proper quality that are not subject to exchange (return), approved by the Cabinet of Ministers of Ukraine Resolution No. 172 dated March 19, 1994.
However, if such furniture has defects or does not comply with the contract terms, the consumer has the right to claim free removal of defects.
Voluntary procedure for resolving the issue in case of consumer rights violation:
List of necessary documents:
For exchange of goods of proper quality, the consumer has the right to send a written statement to the seller with attached documents confirming the purchase of the goods from the seller:
- receipt, with the sales date marked (cash receipt, etc.);
- acceptance act or technical passport (if under warranty with the sales date marked);
Time limits for consideration:
Requests are considered and resolved within no more than 1 month from the date of receipt, and those that do not require further study are resolved immediately, but no later than 15 days from the date of receipt.
If the issue cannot be resolved within 1 month, the seller sets the necessary time for its consideration, which is communicated to the person who made the request. In this case, the total time for resolving the issues raised in the request cannot exceed 45 days. At the consumer's justified written request, the review period may be shortened.
Reasons for refusal:
- the product was used and its appearance, consumer properties, seals, labels, as well as the receipt issued to the consumer with the sold product, are not preserved;
- more than 14 days have passed, excluding the day of purchase;
- the product is among the types listed in Appendix 3 to the Cabinet of Ministers of Ukraine Resolution No. 172 dated March 19, 1994, 'On the Implementation of Certain Provisions of the Law of Ukraine 'On Consumer Protection';
- the request does not meet the requirements set out in the Law of Ukraine 'On Citizens' Appeals';
- the product has been assembled or installed;
- the product is damaged;
- the product was made to order.
If a problem arises, please contact us in any convenient way.
All claims are considered within the time limits prescribed by law.
If the product was purchased with delivery, the delivery cost is not refunded upon return.
Also, please note that according to paragraph 3 of Article 4 of the Law of Ukraine 'On Consumer Protection,' the consumer is obliged to:
- carefully read the operation rules provided in the documentation on the product before using it;
- if clarification of the conditions and rules of use is needed, contact the seller (manufacturer) or another specified person in the operating documentation before using the product;
- use the product according to its intended purpose and comply with the conditions (requirements, norms, rules) established by the manufacturer in the operational documentation;
- to avoid negative consequences from product use, follow the safety methods provided by the manufacturer in the product and the special rules in the operational documentation, and if such rules are absent in the documentation, follow the usual safety methods established for such products.
