Return and exchange policy
1) Application deadlines
1.1. The buyer has the right to submit a request for return or exchange of goods within 14 calendar days from the date of receipt of the order .
1.2. The countdown starts from the next day after the parcel is delivered .
2) Conditions of acceptance of goods
2.1. The product must be in its original condition , without signs of use, damage or wear.
2.2. The product must be fully complete , with factory labels and all packaging elements.
2.3. The original packaging (box, bag or other wrapping) must be preserved and undamaged.
2.4. You must provide proof of purchase : a fiscal receipt, invoice, or order number.
3) Return or exchange of goods of proper quality
3.1. Goods of proper quality can be returned or exchanged within 14 calendar days if:
- the product has not been used ;
- preserved marketable appearance ;
- Labels, packaging and complete set are present.
3.2. Return shipping is paid by the buyer in accordance with the rates of the selected carrier.
3.3. In case of exchange , the buyer also pays for the re-delivery of the new product .
3.4. After checking the return, the new product can be received by courier service.
4) Return or exchange of goods of inadequate quality
4.1. If the product has a manufacturing defect or is incorrectly assembled , the buyer has the right to an exchange or refund.
4.2. In this case , all delivery costs are borne by the store .
4.3. The goods are checked on the day of receipt or within 1–2 working days .
4.4. Once the defect is confirmed, a new item will be sent to the buyer free of charge by courier service or a refund will be issued.
5) Refund
5.1. Refunds are made to the bank card or IBAN specified in the application.
5.2. To process a return, you must provide:
- bank card number or IBAN;
- Full name of the recipient of funds.
5.3. Funds will be credited within 3 business days after the product inspection is completed.
5.4. For legal entities, refunds are made exclusively to the payer’s account .
6) How to arrange a return or exchange
6.1. Prepare the parcel:
- fully assembled product;
- factory packaging;
- a copy or photo of proof of purchase.
6.2. A letter in any form must be included in the parcel, indicating:
- order number;
- reason for the appeal;
- information about returns or exchanges.
6.3. To exchange, you must specify:
- product model;
- size;
- color;
- desired method of receipt.
6.4 In case of difference in price:
- if the new product is more expensive , an additional payment is made;
- If it is cheaper , the difference is returned to the bank account.
6.5. It is recommended to indicate the declared value of the parcel corresponding to the price of the goods.
6.6. After receiving the parcel, the store checks the goods and processes the return or exchange .
7) Addresses for return or exchange
7.1 New mail
Department No. 145
Heroiv Dnepra Street, 53
Kyiv
Recipient: Igor Mikhailovich Romanyuk
Phone: +380 73 354 77 33
7.2 Ukrposhta
Index 04214
Heroiv Dnepra Street, 53
Kyiv
Recipient: Igor Mikhailovich Romanyuk
Phone: +380 73 354 77 33
8) Conditions and costs
- Return of goods of proper quality – delivery is paid by the buyer.
- Exchange of goods of proper quality - re-delivery is paid by the buyer.
- Return or exchange of defective or incorrectly assembled goods – all costs are covered by the store.
9) Contacts
Email: [email protected]
Support phone number: +380 800 358 274
10) Legal information
Seller: HVYLOAD LLC
Legal address: 430 Noah Sizemore Hill Rd, Hazard, KY 41701, USA
EIN: 41-3826532
Email: [email protected]
Phone: +380 800 358 274