Return Policy

Exchange and Return Policy for NSP products

Return and exchange terms in accordance with Ukrainian consumer protection law

Based on: Law of Ukraine "On Consumer Rights Protection"

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Important!

Dietary supplements (BAA) are considered food products. Under Ukrainian law, the return of quality food products is not permitted.

1. Legal Basis

Law of Ukraine "On the Basic Principles and Requirements for the Safety and Quality of Food Products" (zakon.rada.gov.ua/laws/show/2809-15) — governs food product safety and quality; dietary supplements (BAA) are classified as food products.
Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994, No. 172 "On the Implementation of Certain Provisions of the Law of Ukraine on Consumer Rights Protection" (zakon.rada.gov.ua/laws/show/172-94-п) — approves the exhaustive list of quality goods not subject to exchange (return), including food products, pharmaceuticals, and sanitary items.
Law of Ukraine "On Consumer Rights Protection" (zakon.rada.gov.ua/laws/show/1023-12) — Article 8 defines consumer rights when purchasing defective goods; Article 11 establishes the procedure for handling consumer claims.
Article 707 of the Civil Code of Ukraine (zakon.rada.gov.ua/laws/show/435-15) — governs the exchange and return of non-food quality goods within 14 days.

2. Quality Products

Under Resolution No. 172, an exhaustive list of quality goods not subject to exchange (return) has been approved, including food products, pharmaceuticals, and sanitary items.

Since dietary supplements are food products (a subcategory of food), the return or exchange of quality dietary supplements is not provided for under current Ukrainian legislation.

Categories of goods not included in the above list may be exchanged under general terms per Article 707 of the Civil Code: the buyer has the right within 14 days (excluding the day of purchase) to exchange a non-food quality product for a similar one of a different size, shape, colour, or configuration. If no suitable exchange product is available — the buyer may return the goods and receive a full refund.

3. Defective Products

A food product of inadequate quality is one that:

Contains foreign substances and/or objects
Is damaged by mechanical, chemical, or microbial factors
Is spoiled and unfit for consumption

Therefore, a dietary supplement may only be returned and payment refunded if the product is unfit for consumption — contains foreign substances, is damaged or spoiled.

In the event of purchasing a defective product, the buyer has the right to:

Demand from the seller or manufacturer free elimination of defects or reimbursement of expenses for their correction;
Demand replacement of the product with a similar product of adequate quality or the same product of a different model;
Demand an appropriate price reduction;
Cancel the contract and demand a refund of the amount paid for the goods.

4. Defective Product Return Procedure

Written Request

Submit a written complaint to the seller describing the problem and your requirements.

Provide Proof of Purchase

Present a receipt or invoice confirming the purchase (per Article 11 of the Law of Ukraine "On Consumer Rights Protection").

Seller Settlement

The seller processes the refund on the day of contract termination. If not possible on that day — within another period agreed by the parties, but no later than 7 days (Article 8, paragraph 3, part 7 of the Consumer Rights Law).