Exchange and returns

Exchange and Returns

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At a glance

Refunds are issued within 14 days of the goods reaching us.

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First: two different kinds of buyer

The Law of Ukraine “On Consumer Rights Protection” protects a consumer — a private individual buying goods for personal needs not directly connected with business activity (Article 1(22) of the Law).

A large share of our tools is bought by professional tilers trading as sole traders and by construction companies. If you are buying a tile cutter for work rather than for your home, you are not formally a consumer under that Law: your relationship with us is governed by the Civil Code and the Commercial Code of Ukraine.

In practice this means:

• the warranty applies equally to everyone — private individuals, sole traders and companies alike. A defect is a defect and we fix it;
• the right to return non-faulty goods within 14 days with no reason given is a right of consumers who are private individuals. Sole traders and companies do not have it by law, but we are willing to consider each case on its merits — just write to us;
• return terms for business buyers are agreed separately, taking into account whether the tool has been used on site.

We say this openly rather than burying it in small print. Where a rule below applies only to consumers who are private individuals, it is marked as such.

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1. Returning non-faulty goods within 14 days

Who and when

If you are a private individual and bought through our website, you may withdraw from the contract and return the goods within 14 days of receiving them, without giving a reason. This is set out in Article 13 of the Law of Ukraine “On Consumer Rights Protection” for distance contracts.

The tool did not suit you, you changed your mind, you found a better model — all of these are sufficient grounds. You are not obliged to explain, and we will not ask.

Conditions

For us to take the goods back, they must:

• not have been used — you have not cut tile with the tool, drilled with it or installed it on site;
• retain their appearance and consumer properties — no scratches, chips, traces of installation, dirt, mortar residue or dust;
• be complete — all keys, fixings, guides, templates and documentation that came in the box;
• retain factory seals and labels where these were present;
• have a matching serial number on the tool and on the packaging;
• be accompanied by a settlement document. An electronic receipt has the same force as a paper one; you do not need to send a printed copy.

About the packaging. Unpacking, inspecting and checking the goods does not deprive you of the right to return them — this is expressly stated in the law (Article 12(7), which applies to distance contracts). We do not require a pristine factory box and we will not refuse a return because the film has been removed or the tape cut. We only ask that you keep the packaging in as good a state as inspection allows, because the tool needs to travel back in one piece.

Goods that cannot be returned

Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994 sets out the list of non-faulty goods that cannot be exchanged or returned.

Tile cutters, stone saws, power tools, tooling, diamond blades, core bits, scoring wheels, tile levelling systems and our other goods are not on that list — so they can be returned.

Exceptions that may arise in our range:

• goods in aerosol packaging (lubricants, cleaners in cans) — these cannot be exchanged or returned as non-faulty goods;
• goods made or modified to your individual specification — for example tooling in a non-standard size produced specifically for you. Such goods cannot be sold to another buyer, so the right of withdrawal does not apply (Article 13(5)(3) of the Law).

These restrictions do not apply to faulty goods — a defective item can always be returned, whatever its category.

Who pays for return shipping

We do. Where goods are returned because a buyer withdraws from a distance contract, the cost of return shipping falls on the seller — the law requires it (Article 12(5) read together with Article 13(7) of the Law of Ukraine “On Consumer Rights Protection”).

So that you do not have to pay up front and then wait to be reimbursed, we arrange the return shipment with the recipient as payer — that is, us. You simply hand the parcel in at the branch and pay nothing.

The procedure is under “How to arrange a return” below.

Refund timing

We refund within 14 days of receiving the goods back and checking their condition.

The statutory maximum is 30 days from the moment you notify us of withdrawal (Article 12(4) of the Law). We do not use that full period: 14 days is enough to receive the parcel and check the contents.

Money is refunded by the same route you paid. Since payment is made in cash — either on delivery or on the spot when you collect in person — refunds are made by transfer to a bank card whose details you provide. For sole traders and companies, to the bank account given in the application.

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2. Exchanging non-faulty goods

If the item is fine but you want a different model, size or configuration, you may exchange it within 14 days, not counting the day of purchase (Article 9 of the Law of Ukraine “On Consumer Rights Protection”).

The condition requirements are the same as for a return (see above).

How the exchange works:

• if the item you want is in stock, we exchange it and adjust the price: you either pay the difference or we refund it;
• if it is not in stock, you may choose any other item with a price adjustment, cancel the contract and get your money back within 7 days, or wait for the model to arrive;
• the warranty period on the item received in exchange starts afresh from the day of the exchange (Article 7(7) of the Law).

Shipping for an exchange is paid by the buyer in both directions, because the exchange happens at your request rather than because of a defect or our mistake. If the reason for the exchange is our error — wrong model, wrong part number, incomplete contents — we pay shipping both ways.

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3. Faulty goods. Warranty

Below are the essentials. The full list of cases outside the warranty, the diagnostic procedure and advice on keeping your warranty intact are on the separate Warranty page.

Warranty periods

Where the manufacturer of a particular model has set a longer warranty period than 12 months, the manufacturer’s period applies, as stated in the warranty card or on their official website. Our 12 months is a floor, not a ceiling, and does not limit the manufacturer’s warranty obligations.

The warranty period runs from the day the goods are handed over to you (Article 7(4) of the Law) — that is, from the date you collect the parcel, not from the order or dispatch date.

If no warranty period has been set for a particular item by either the manufacturer or us, you may raise claims about defects discovered within two years of receiving the goods (Article 7(5) of the Law).

During warranty repair, the warranty period is extended by the time the item spends in repair.

What you can require

If a defect appears within the warranty period, you may require (Article 8 of the Law):

• free removal of the defect — we do this within 14 days of the claim, or within another period with your written agreement;
• a proportionate price reduction;
• reimbursement of the cost of repair, if you had it repaired yourself or at a third-party service centre.

If the defect is material — it cannot be removed, or removing it takes more than 14 days, or it reappears after repair — you may choose to require either:

• cancellation of the contract and a refund, or
• replacement with the same or an equivalent item.

Replacement is immediate if the item is in stock, and within two months if it is not.

Whether a defect is material is confirmed by a service centre or expert report. This is not red tape but a requirement of the law: without it there is no way to tell a factory defect from the results of misuse. We arrange the diagnostic assessment.

The assessment is free for you if the defect turns out to be covered by the warranty — in that case we bear all costs, including shipping both ways. If the report shows the cause is not a warranty case (the list is below), the cost of the assessment and of return shipping is reimbursed by the buyer. We will tell you the amount before those costs are incurred, so you can decline to go further.

What the warranty does not cover

The warranty does not cover defects arising after the goods were handed over to you through no fault of the manufacturer or seller:

• natural wear of cutting and abrasive tooling: diamond blades, core bits, scoring wheels and cutters, milling bits, stones, grinding pads and polishing discs. These are consumables with an inherently limited working life — a wheel worn down by use is not a defect. Manufacturing defects in consumables (segment delamination, a crack in a new blade, a faulty bore) are covered and will be replaced;
• mechanical damage: impacts, drops, deformation of the housing, bed or guides;
• use for a purpose other than intended or contrary to the manufacturer’s instructions — including cutting material the tool is not designed for, running without coolant where coolant is required, or exceeding the permitted cutting depth or speed;
• signs of overheating, operation outside the permitted voltage range, or the consequences of power surges;
• ingress of foreign objects, moisture, mortar or abrasive dust caused by failure to carry out routine maintenance and cleaning;
• signs of self-repair or interference with the design, including replacement of parts with non-original ones;
• use in an aggressive chemical environment;
• complete exhaustion of the working life specified by the manufacturer.

The warranty also does not cover routine maintenance, cleaning, adjustment and replacement of wear parts, or a technician’s visit for set-up or consultation.

Damage in transit

This is not a warranty case and not a defect — it is the carrier’s liability, and we take it on in full.

Please inspect the goods when collecting them at the branch. If you find damage, do not accept the parcel, have the branch employee draw up a discrepancy report, and call us immediately. The full procedure is on the Payment and Delivery page.

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How to arrange a return or exchange

Step 1. Write or call us

• Phone: +38 068 336 87 17 (also Viber, Telegram)
• Email: [email protected]

Tell us your order number, the item, what happened and what you want — a refund, an exchange or a repair.

Do this within the relevant deadline: 14 days for the return or exchange of non-faulty goods, the warranty period for a faulty item. Notifying us within the deadline is enough; the parcel itself may arrive later.

Step 2. We agree how to ship it

Our manager will confirm that the item can be returned and explain how to send it. Where the return shipping cost is ours, we arrange the shipment with the recipient as payer, and you pay nothing at the branch.

You can also use Nova Poshta’s “Easy Return” service within 14 days of receipt, through the carrier’s app or personal account. Send us the waybill number afterwards.

Step 3. Pack the item

Put in the parcel:

• the item itself with all its contents;
• the settlement document (a printed copy is unnecessary if you have an electronic receipt);
• the warranty card, if one was issued;
• a written application stating: your full name, phone number, order number, item name, reason for return, preferred refund method and the card or account details.

Declare the actual value of the goods — this insures the shipment against damage in transit.

Step 4. Send the parcel

You do not need to look up an address. Once we have agreed the return, our manager will send you the shipping details by messenger or email: the recipient, the branch and the waybill number.

Where we pay for return shipping (withdrawal within 14 days, a defect, our mistake), the shipment is arranged with the recipient as payer — you simply hand the parcel in at the branch and pay nothing.

The one thing to do yourself: declare the actual value of the goods — this insures the shipment against damage in transit.

Step 5. Receive your money

Once the parcel arrives we check the contents and condition and refund you within 14 days.

If the item has gone for diagnostic assessment, we will tell you the outcome and the next steps as soon as we have the report.

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If we cannot agree

We would rather resolve things without formalities — it is faster and cheaper for both sides. If we cannot, you have the right to:

• send us a written complaint at [email protected]. We will review it and reply in writing within 30 calendar days. If you need to send it by registered post, write to us and we will provide a postal address;
• contact the State Service of Ukraine for Food Safety and Consumer Protection (dpss.gov.ua) or its regional office where you live;
• go to court. Consumers are exempt from court fees in claims relating to the violation of their rights (Article 22 of the Law of Ukraine “On Consumer Rights Protection”).

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Seller

The full terms on which the shop operates are in the Store Rules.

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This page does not cover tile cutter rental — the terms for returning rented equipment are set out in the separate Rental Terms.

Page updated: 9 August 2026