Food Products
Exchange and Return

According to the Resolution of the Cabinet of Ministers of Ukraine No. 172 dated 19 March 1994 “On the implementation of certain provisions of the Law of Ukraine “On Consumer Rights Protection”, food products of appropriate quality are not subject to exchange (return).

If a consumer has purchased a food product unsuitable for consumption, it must be replaced with a suitable one or the amount paid by the consumer must be returned with the presentation of documents confirming the fact of the purchase of this product.

Non-Food Products
appropriate quality

Non-food products of appropriate quality (e.g. coolers, pumps, stands) can be exchanged or returned within 14 days, excluding the day of purchase, but provided that they have not been used and that they have preserved their appearance, consumer properties, seals, factory package and documents.

If there is no similar product available at the time of exchange, a consumer has the right to purchase another product, get a refund for the returned product, or exchange it for a similar product as soon as the relevant product becomes available.

In the case of a refund, the settlement with a consumer shall be made based on the value of the product at the time of its purchase.

An exchange or refund will be rejected if:

  • the product is not new, that is, it was used, despite the fact that there are no serious defects;
  • more than 14 days have passed from the moment the product was purchased;
  • there are signs of third-party intervention (package opened, a repair attempt) or violation of other terms of warranty service, which became obvious during the product quality check;
  • there are no documents confirming the fact of the purchase of the product (warranty certificate or complete product set).

Please note that according to clause 3 of Article 4 of the Law of Ukraine “On Consumer Rights Protection”, the consumer shall:

  1. before starting to use the product, carefully read the operating rules contained in the instruction for use, or ask the seller for clarification in order to clarify the conditions of use of the product;
  2. follow the precautions provided by the product manufacturer and the special rules set forth in the instruction for use, so as not to get injured during the use of the product, or (if such rules are not available in the documentation) follow the usual precautions established for this type of product.

Non-Food Products
inappropriate quality

Return of non-food products of inappropriate quality

If a consumer discovers a defect during the established warranty period, he/she has the right to demand:

  • a proportional price reduction;
  • free of charge elimination of product defects within a reasonable time period;
  • reimbursement of costs for elimination of product defects.

In case of finding a significant* defect caused by the negligence of the product manufacturer, the consumer has the right to exchange the product or receive back the costs paid for it during the warranty period.

* Significant defect is a defect that makes it impossible or impractical to use the product according to its intended purpose, which arose as a result of the manufacturer's oversight and which, after its elimination, appears again for reasons independent of the consumer and has at least one of the signs, namely:

  • it cannot be eliminated completely;
  • more than 14 calendar days are required for elimination;
  • the product is significantly different from that specified in the contract / order.

If an inappropriate quality of the product is the reason for return or exchange, CLEARWATER LLC shall bear the costs associated with the return. If the purchased product was an appropriate quality, the consumer shall bear the costs associated with the return of the product and the transfer of funds.

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Office Delivery exchange and return