Exchange and Returns

Exchange and return of goods are carried out in accordance with the Law of Ukraine "On Consumer Rights Protection."

Return of Goods of Satisfactory Quality. According to the Consumer Protection Law of Ukraine, consumers have the right to return or exchange goods of satisfactory quality within fourteen days (excluding the day of purchase) if the goods do not meet their expectations in terms of shape, size, style, color, or for other reasons cannot be used as intended.

Conditions for the exchange or return of goods of satisfactory quality: the product must not have been used and must retain its original appearance, consumer properties, seals, labels, and the sales receipt issued to the buyer along with the goods. To return a product, consumers must provide: the product (along with all its components, seals, and labels in the original packaging); the sales receipt confirming the purchase; a warranty card; and an identity document (in cases required by the current legislation of Ukraine).

Return of Goods of Unsatisfactory Quality. If a product of unsatisfactory quality is purchased, consumers have the right to demand an exchange for a product of satisfactory quality, rectification of defects, or a refund of the amount paid. Transportation costs for returning goods of unsatisfactory quality are borne by the seller.

Physical Location for Exchange/Return: Products can be exchanged or returned at any of our stores, the addresses of which are listed on the Queentile online store website.

Transportation Payment: In the case of returning goods of satisfactory quality, transportation costs are borne by the consumer. In the case of returning goods of unsatisfactory quality, all transportation expenses are borne by the seller.

To receive a refund for goods paid, consumers must: call the hotline at 0 800 21 99 54; fill out the necessary documents (a return form for the goods, a refund request form); and provide the necessary documents for processing the request (original application, a certificate with details, etc.). The refund is processed to the consumer after the complete set of documents (in original) with the goods is received by the recipient of the Queentile online store. Refunds are made within seven calendar days from the date the complete documents are received. Consumers must ensure that the product they wish to return does not belong to the List of Goods of Satisfactory Quality that are not subject to exchange or return, approved by the Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994, No. 172.

For detailed information about product returns and refunds, please contact the hotline at 0 800 21 99 54.

For additional information regarding the terms of exchange, replacement, or return of products purchased from our online store at, you can call 0 800 21 99 54.

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