Return/exchange

Product of improper quality

This is when there's a manufacturing defect, the product leaked, the packaging was damaged in transit, the expiry date has passed, or you received something other than what you ordered. Article 8 of the Law of Ukraine "On Consumer Rights Protection" applies here.

At your choice, we'll:

• we'll replace the item with an identical one;
• we'll replace it with a different one and recalculate the price;
• we'll refund the money in full — including the delivery cost both ways.

In this case, we cover the return shipping. Please photograph the product and the damage before throwing anything away — photos speed up the review with the carrier if the parcel was damaged in transit.

Product of proper quality

There's a nuance most stores stay quiet about. Household chemicals and perfume-cosmetic products are included in the list of goods of proper quality not subject to exchange and return (Resolution of the Cabinet of Ministers of Ukraine No. 172). In other words, the law doesn't require us to take back an unpacked laundry gel or opened shampoo — for reasons of hygiene and safety.

What we do beyond what the law requires:

• we'll take back unopened the product within 14 days of receipt — provided its appearance, factory packaging, seals, and labels are intact and there are no signs of use;
• we exchange it for another item from the catalog of the same value, or with an additional payment;
• if there's nothing to exchange it for, we refund your money.

In this case, return shipping is paid by the buyer, and the delivery cost to you isn't refunded — we've already paid it to the carrier.

The easiest way is to bring the item to any of our store: then there will be no shipping or waiting at all.

How to order

1. Call or message us at no-reply@prudbuy.com. Provide your order number — you'll find it in account.
2. Describe the problem, and add a photo of the product and packaging if needed.
3. We'll agree on a way: bring it to the store, hand it to a courier, or send it via Nova Poshta to our address.
4. After we receive the product, we check it and process the refund.

You can write a return request in free form — be sure to include your last name, order number, product name, reason, and the details for the refund.

When you'll get your money back

• Online card payment — to the same card. We initiate the refund within one business day of receiving the product; the bank usually credits the funds within 3–14 banking days. That timeframe is on the bank's side, not ours.
• Cash on delivery or payment in store — to the bank details you provide in the application, within 7 business days.
• Partial return — if you return part of your order, we'll refund the cost of exactly those items.

What we won't be able to accept

• Unpacked household chemicals, cosmetics, and perfumery of proper quality — due to hygiene requirements and Resolution No. 172.
• A product without its factory packaging, with a broken seal, or showing signs of use.
• A product damaged after receipt through the buyer's fault.
• A product that was specially ordered for an individual customer.

Parcel not picked up

Nova Poshta holds the parcel for 5 days, then sends it back. If you've changed your mind — just cancel the order in account or tell us and we won't ship it. For a prepaid order we'll refund the full amount; if you cancel without giving a reason, the actual shipping costs both ways are withheld.

If we don't reach an agreement

You have the right to contact the State Consumer Protection Service or go to court at your place of residence — no court fee applies to consumer rights claims. But honestly, it's never actually come to that: almost everything gets resolved with a single phone call.

Version dated 7 August 2026. This page does not replace or limit your rights under the Law of Ukraine "On Consumer Rights Protection".