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How to have faulty or defective goods replaced

What are faulty or defective goods?

Goods are considered faulty or defective in the following cases:

  • inadequate quality: unusual odor, uneven color, dry/non-homogeneous consistency, impurities;
  • inadequate quantity: the actual weight of the item does not correspond to the one specified on packaging (the packaging is not filled to capacity);
  • damaged packaging: faulty dispenser (pump), inadequate packaging contents; mechanical damages of the packaging(cracks, fractures and other defects), that occurred during production or transportation.
Allergy caused by the use of products does not constitute grounds for replacement. Allergy is caused by individual intolerance to certain substances and is not a consequence of using a poor quality product.

What to do if you get a defective item?

Please contact the company's store – if the item was purchased in the company's store.

Contact the regional office – if defective items were received via «doorstep delivery» or «via office delivery» or purchased at regional office.

What do you need to provide to a store or office?

  • Documents confirming purchase of goods.
  • Passport or any other valid ID confirming your identity.
  • Defective items.

How long does it take for defective items to be replaced?

You may request defective items to be replaced within 14 calendar days from the date of purchase.

It is possible to have defective items replaced after this period only if the company has found a defect caused by violations during production.

Attention!
Only unused items are eligible for replacement. In case of a malfunction of the dispenser (pump), the packaging has to be at least half full if you want the item to be replaced.

Your actions if you found a defect:

  1. Contact NL shop or office where you purchased the defective items.

  2. Fill out the replacement (return) claim.

  3. Provide the defective item and copies of the documents to a staff member at the NL shop or office.

  4. Wait for your replacement (return) claim to be approved or denied.
    If your claim is denied, you will be provided the reasons for this decision.

    The decision to replace defective goods can be made instantly or within a period that must not exceed 14 calendar days. Decisions are based on examination results. Examination is carried out in the following cases:

    • the defects may be caused by violation of storage and transportation conditions, including through the fault of the manager;
    • the defects are associated with individual perception of taste, colour, smell of the product;
  5. Contact the NL shop or office and have defective items replaced.

    If you apply for replacement (return) of low-quality goods, you have the right to:

    • get a similar product in return;
    • get another product that has the same price;
    • get a refund.

How to have items of adequate quality replaced

The consumer has the right to return the items of PROPER quality purchased online:

  • at any time pending the delivery of the item, subject to reimbursement of expenses incurred in connection with fulfilling the seller's obligations under the deal concluded with the customer;
  • within 14 days from the date of delivery of the goods;

Goods of proper quality cannot be exchanged or returned in the following cases:

  • if the goods for disease prevention and treatment at home (oral hygiene products, etc.), perfumery and cosmetic products, personal hygiene products, household chemicals or non-periodicals were purchased remotely or in retail stores;
  • if foods of proper quality were purchased in retail stores.

Attention! If the order was paid by a bank card, you will be refunded on the same card within 30 days, depending on the bank that issued the card. If you paid for the order from your personal account in the system, the money will be refunded to the account from which the payment was made. This rule applies both to return of defective goods and goods of proper quality.

I. How to have goods of inadequate quality replaced

What are inadequate quality goods?

Goods are considered of improper quality in the following cases:

  • inadequate quality: unusual odor, uneven color, dry/non-homogeneous consistency, impurities;
  • inadequate quantity: the actual weight of the item does not correspond to the one specified on packaging (the packaging is not filled to capacity);
  • damaged packaging: faulty dispenser (pump), inadequate packaging contents; mechanical damages of the packaging (cracks, fractures and other defects), that occurred during production or transportation.
Allergy caused by the use of products does not constitute grounds for replacement. Allergy is caused by individual intolerance to certain substances and is not a consequence of using a poor quality product.

In case of a malfunction of the dispenser (pump), the packaging has to be at least half full if you want the item to be replaced.

A consumer has a right to:

  • get a product of the same brand (model, vendor code) in return;
  • get a similar product of a different brand (vendor code, model) that has the same price;
  • get a refund.

How long does it take for improper quality items to be replaced?

You may request improper quality items to be replaced only if you noticed flaws within the item’s expiration period.

If an item has no expiration date – they are to be replaced within 2 years from the date of delivery.

The exchange is done immediately, when requested. If at the moment of an exchange claim, the item is missing, the exchange procedure takes place within 10 calendar days.

If a quality examination is needed, the exchange procedure takes place within 30 calendar days from the exchange claim date.

The vendor is to pay for the quality examination. If the results of the examination show that the flaws are absent or may be caused by violation of storage and transportation conditions, including through the fault of the consumer; the latter is to cover examination and transportation expanses.

A consumer has a right to participate in the quality examination personally, with a representative, or to hold an examination at his own expense.

What to do if you get a defective item?

Please contact the company's store – if the item was purchased in the company's store.

Contact the regional office – if the items were received via «doorstep delivery» or via« via office delivery» or purchased at regional office.

What do you need to provide to a store or office?

  • Documents confirming purchase of goods.
  • Passport or any other valid ID confirming your identity.
  • Improper quality items.

Your actions if you have an item of improper quality:

  1. Contact NL shop or office where you purchased the defective items.

  2. Fill out the replacement (return) claim.

  3. Provide the defective item and documents or copies to a staff member at the NL shop or office. Lack of documents, confirming the purchase, doesn’t deprive you of the right to refer to witness testimonies or any other documents or confirmations, including photos and videos, referring to the purchase of the products.

  4. Wait for your replacement (return) claim to be approved or denied. If your claim is denied, you will be provided the reasons for this decision.

    The decision to replace defective goods can be made instantly or within a period that must not exceed 30 calendar days. Decisions are based on examination results.

    Examination is carried out in the following cases:

    • the defects may be caused by violation of storage and transportation conditions, including through the fault of the manager;
    • the defects are associated with individual perception of taste, colour, smell of the product.
  5. Contact NL shop or office and have defective items replaced, or get a refund.

II. How to have items of adequate quality replaced

The consumer has the right to return non-grocery goods of PROPER quality within 14 calendar days from the date of receiving of goods. The consumer has the right to request to exchange a proper quality item for a similar item of a different size, shape, color, style or functionality. In case of the cost variations, it has to be recalculated correspondingly.

Lack of necessary goods provides the consumer with the right to get a refund.

Goods of proper quality, not eligible for an exchange or return:

  • Pharmaceutical products, medicinal goods;
  • Underwear;
  • Hosiery;
  • Pets and plants;
  • Metric products, especially textiles, any fabrics, curtain cloths, faux fur, carpeting, non-woven fabric, ribbons, laces, robes, cords, cables, linoleum, picture frames, tape, film.
Attention!
Items eligible for replacement must be unused, presented in saleable condition with tags and labels, accompanied by the original sales receipt, confirming the purchase.

1. Products return and replacement policy

1.1. All the products, purchased at NL store or online at http://nlstar.com, can be replaced or returned according to Consumer Protection Law of Ukraine. In order to prevent any misunderstandings, we request you to follow the  instructions below.

2. Definition

2.1. Vendor is a party, which in accordance with the treaty makes goods and services available to  consumers;

2.2. Consumer is an individual, who purchases, orders, makes use of, has an intention to order or purchase goods for personal needs, having no connection with entrepreneurship activities or employee duties;

2.3. Treaty is a verbal or written agreement between a consumer and

  • a vendor on quality, terms, fees and other conditions of trading. Verbal agreement is to  be confirmed by a  receipt, ticket or coupon or any other document;

2.4. Adequate quality of goods, work or service is a  property, that meet the terms of the  agreement;

2.5. Flaw is a  discrepancy between products quality and regulations, agreement terms, demands or product information, presented by the  vendor;

2.6. Goods are a  series of products meant for sale, which are located in  stores, or publicly available at http://nlstar.com.

3. Consumer rights and obligations

3.1. You have a right to proper goods and service quality, products safety, be informed about the  quality, quantity, potency, purity, standard, producer and price of goods.

3.2. You have a right to exchange/return non-grocery items of proper quality, if something you buy is faulty or unfit for  purpose, color, size or other reasons, within 14 days of  your purchase date.

3.3. You have an obligation to familiarize yourself with product’s user manual prior to utilization. In case of need, you have an obligation to request a  vendor to provide clarification of rules and conditions of use of a  particular product. This is to  be done by  means of an  e-mail, sent to  info@nlstar.com.

3.4. A consumer has an obligation to use product according to its intended purpose and adhere to  standard safety precautions, established for products of a  particular type.

3.5. A consumer has no  right to exchange/return a product, in  case flaws are caused by the  consumer himself, who did  not request any clarification of rules and conditions of use of the product prior to its  utilization.

4. Return and replacement policy for goods of proper quality

4.1. A  consumer has a  right to exchange a  non-grocery product of proper quality for a  similar product, in case it failed to meet consumer’s requirements for size, shape, color, style or it cannot be utilized for any  other reasons.

4.2. A  consumer has a  right to exchange a  product of proper quality within 14 days.

4.3. Products of proper quality eligible for replacement:

  • Unused;
  • Presented in saleable condition;
  • Presented with tags and labels;
  • Presented with original sales receipt, confirming the  purchase.

5. Return and replacement policy for goods of  improper quality

5.1. All products, purchased in a  store or online at http://nlstar.com meet the standards of European quality, but in  case flaws are detected within 2 weeks, a  consumer has a right to:

  • Exchange a  flawed item for a  similar item free of charge or refund price difference;
  • Get flaws eliminated free  of  charge within reasonable time;
  • Have the expanses for flaws elimination reimbursed.

5.2. Consumer’s demands are  not to be met in case the defects may be caused by violation of use and storage conditions, including through the  fault of the  consumer. A  consumer has a  right to participate in quality examination procedure personally or with a  representative.

5.3. Products are not eligible for replacement in case flaws are caused by violation of use and storage conditions.

6. Return and replacement request denial cases

6.1. Your return and replacement request might be denied in the  following cases:

  • If an  item was utilized, has flaws or missing parts;
  • If an  item is included in the  list of goods, not eligible for return and replacement (paragraph  6.2);
  • If a  14-day period has expired;
  • If a  receipt or any other document, confirming the  purchase is missing.

6.2. Products, not eligible for return or replacement.

According to Resolution (March  12 ,  1994) on the  implementation of certain provisions of The  Consumer  Protection Law  of  Ukraine, certain non –grocery goods of proper quality are not eligible for replacement or return. These  are: perfumery and cosmetic products, flock and down goods, toothbrushes, shaving goods, hairbrushes, underwear, hosiery, aerosols, manicure instruments. The entire list can be seen in Appendix  3 of  Resolution (March  19,  1994 N 172).

All grocery goods of proper quality, medicinal products, hygiene products are not eligible for replacement and return.

7. Return and replacement instructions

7.1. A consumer has a right to return or replace goods within 14 days from the purchase date. To initiate a  replacement and return procedure, a  consumer must provide a  written demand, present it at the  store of purchase or send to info@nlstar.com письменного заявления.

7.2. The demand has to contain the following information:

  • Product name, item number, cost, purchase date (see the agreement);
  • Reason for return or replacement;
  • Consumer’s ID;
  • Product name, serial number, item number, purchase date, cost;
  • Product price (see the agreement).

7.3. Refund procedures are held Monday –Friday, 9.00 –18.00 and are performed only in case a  consumer presents a  payment document and ID. Money is refunded in cash or via bank card. In case a  bank card, used for the purchase, has expired, or got lost, the consumer can request to refund the money via a  different bank card.

7.4. In case the  product was received via a  delivery service, it is to  be sent upon consumer’s expenses.

7.5. If you have questions regarding return and replacement procedure, contact us at info@nlstar.com or on +380443627900.

How to have faulty or defective goods replaced

What are faulty or defective goods?

Goods are considered faulty or defective in the following cases:

  • inadequate quality: unusual odor, uneven color, dry/non-homogeneous consistency, impurities;
  • inadequate quantity: the actual weight of the item does not correspond to the one specified on packaging (the packaging is not filled to capacity);
  • damaged packaging: faulty dispenser (pump), inadequate packaging contents; mechanical damages of the packaging(cracks, fractures and other defects), that occurred during production or transportation.
Allergy caused by the use of products does not constitute grounds for replacement. Allergy is caused by individual intolerance to certain substances and is not a consequence of using a poor quality product.

What to do if you get a defective item?

Please contact the company's store – if the item was purchased in the company's store.

Contact the regional office – if defective items were received via «doorstep delivery» or «via office delivery» or purchased at regional office.

What do you need to provide to a store or office?

  • Documents confirming purchase of goods.
  • Passport or any other valid ID confirming your identity.
  • Defective items.

How long does it take for defective items to be replaced?

You may request defective items to be replaced within 14 calendar days from the date of purchase.

It is possible to have defective items replaced after this period only if the company has found a defect caused by violations during production.

Attention!
Only unused items are eligible for replacement. In case of a malfunction of the dispenser (pump), the packaging has to be at least half full if you want the item to be replaced.

Your actions if you found a defect:

  1. Contact NL shop or office where you purchased the defective items.

  2. Fill out the replacement (return) claim.

  3. Provide the defective item and copies of the documents to a staff member at the NL shop or office.

  4. Wait for your replacement (return) claim to be approved or denied.
    If your claim is denied, you will be provided the reasons for this decision.

    The decision to replace defective goods can be made instantly or within a period that must not exceed 14 calendar days. Decisions are based on examination results. Examination is carried out in the following cases:

    • the defects may be caused by violation of storage and transportation conditions, including through the fault of the manager;
    • the defects are associated with individual perception of taste, colour, smell of the product;
  5. Contact the NL shop or office and have defective items replaced.

    If you apply for replacement (return) of low-quality goods, you have the right to:

    • get a similar product in return;
    • get another product that has the same price;
    • get a refund.

How to have items of adequate quality replaced

The consumer has the right to return the items of PROPER quality purchased online:

  • at any time pending the delivery of the item, subject to reimbursement of expenses incurred in connection with fulfilling the seller's obligations under the deal concluded with the customer;
  • within 14 days from the date of delivery of the goods;

Goods of proper quality cannot be exchanged or returned in the following cases:

  • if the goods for disease prevention and treatment at home (oral hygiene products, etc.), perfumery and cosmetic products, personal hygiene products, household chemicals or non-periodicals were purchased remotely or in retail stores;
  • if foods of proper quality were purchased in retail stores.

Attention! If the order was paid by a bank card, you will be refunded on the same card within 30 days, depending on the bank that issued the card. If you paid for the order from your personal account in the system, the money will be refunded to the account from which the payment was made. This rule applies both to return of defective goods and goods of proper quality.

How to have faulty or defective goods replaced

What are faulty or defective goods?

Goods are considered faulty or defective in the following cases:

  • inadequate quality: unusual odor, uneven color, dry/non-homogeneous consistency, impurities;
  • inadequate quantity: the actual weight of the item does not correspond to the one specified on packaging (the packaging is not filled to capacity);
  • damaged packaging: faulty dispenser (pump), inadequate packaging contents; mechanical damages of the packaging(cracks, fractures and other defects), that occurred during production or transportation.
Allergy caused by the use of products does not constitute grounds for replacement. Allergy is caused by individual intolerance to certain substances and is not a  consequence of using a poor quality product. According to pt.  1 of para.  24 of KG Consumer Protection Law, perfumery and cosmetic products of proper quality are not eligible for replacement, agreeably to the List of non –grocery goods of proper quality, not eligible for replacement, adopted by KG Government Resolution on October,  12  1998, #  667

What to do if you get a defective item?

Please contact the company's store – if the item was purchased in the company's store.

Contact the regional office – if defective items were received via «doorstep delivery» or «via office delivery» or purchased at regional office.

What do you need to provide to a store or office?

  • Invoice or documents confirming purchase of goods.
  • Receipt or copy, if the product was purchased in a store.
  • Passport or any other valid ID confirming your identity.
  • Defective items.

How long does it take for defective items to be replaced?

A consumer has a  right to demand faulty products to be replaced within the entire expiration period of the  product. According to para.  18 of KG Consumer Protection Law, «in case a  consumer purchased a  product of improper quality, which has an  expiration date, the  vendor has an  obligation to exchange the  product or refund the  exact amount of money, paid for the product, in case the flaws were defined within the  expiration period.»

Attention!
Only unused items are eligible for replacement. In case of a  malfunction of the dispenser (pump), the packaging has to be at least half full if you want the item to be replaced.

Your actions if you found a defect:

  1. 1Contact NL shop or office where you purchased the defective items.

  2. Fill out the replacement (return) claim.

  3. Provide the defective item and copies of the documents to a staff member at the NL shop or office.

  4. Wait for your replacement (return) claim to be approved or denied. If your claim is denied, you will be provided the reasons for this decision.

    The decision to replace defective goods can be made instantly and fulfilled within 7 calendar days. In case of disputes regarding the origins of the defects, the parties are to hold a  quality examination. According to pt. 5 of para.  17 of KG Consumer Protection Law, the examination is held at the consumer’s expense. The examination is made within 10  business days. Quality examination is carried out in the  following cases:

    • o the defects may be caused by violation of storage and transportation conditions, including through the fault of the manager;
    • o the defects are associated with individual perception of taste, colour, smell of the product;
  5. Contact the NL shop or office and have defective items replaced.

    If you apply for replacement (return) of low-quality goods, a  manager has the right to:

    • get a  similar product in return;
    • get another product that has the  same price;
    • get a  refund.

How to have items of adequate quality replaced

The consumer has the right to return the items of PROPER quality purchased online:

  1. at any time pending the delivery of the  item;

  2. within 5 days from the  date of delivery of the  goods;

  3. within 3 months from the  date of delivery of goods, in case the  information on return and replacement terms and conditions wasn’t presented in written form at the  moment of delivery of the  product.

Goods of proper quality cannot be exchanged or returned in the  following cases:

  • if the  goods for disease prevention and treatment at home (oral hygiene products,  etc.), perfumery and cosmetic products, personal hygiene products, household chemicals or non –periodicals were purchased remotely or in retail stores;
  • if foods of proper quality were purchased in retail stores.

How to have faulty or defective goods replaced

What are faulty or defective goods?

Goods are considered faulty or defective in the following cases:

  • inadequate quality: unusual odor, uneven color, dry/non-homogeneous consistency, impurities;
  • inadequate quantity: the actual weight of the item does not correspond to the one specified on packaging (the packaging is not filled to capacity);
  • damaged packaging: faulty dispenser (pump), inadequate packaging contents; mechanical damages of the packaging(cracks, fractures and other defects), that occurred during production or transportation.
Allergy caused by the use of products does not constitute grounds for replacement. Allergy is caused by individual intolerance to certain substances and is not a consequence of using a poor quality product.

What to do if you get a defective item?

Please contact the company's store – if the item was purchased in the company's store.

Contact the regional office – if defective items were received via «doorstep delivery» or «via office delivery» or purchased at regional office.

What do you need to provide to a store or office?

  • Documents confirming purchase of goods.
  • Passport or any other valid ID confirming your identity.
  • Defective items.

How long does it take for defective items to be replaced?

You may request defective items to be replaced within 14 calendar days from the date of purchase.

It is possible to have defective items replaced after this period only if the company has found a defect caused by violations during production.

Attention!
Only unused items are eligible for replacement. In case of a malfunction of the dispenser (pump), the packaging has to be at least half full if you want the item to be replaced.

Your actions if you found a defect:

  1. Contact NL shop or office where you purchased the defective items.

  2. Fill out the replacement (return) claim.

  3. Provide the defective item and copies of the documents to a staff member at the NL shop or office.

  4. Wait for your replacement (return) claim to be approved or denied.
    If your claim is denied, you will be provided the reasons for this decision.

    The decision to replace defective goods can be made instantly or within a period that must not exceed 20 calendar days. Decisions are based on examination results. Examination is carried out in the following cases:

    • the defects may be caused by violation of storage and transportation conditions, including through the fault of the manager;
    • the defects are associated with individual perception of taste, colour, smell of the product;
  5. Contact the NL shop or office and have defective items replaced.

    If you apply for replacement (return) of low-quality goods, you have the right to:

    • get a similar product in return;
    • get another product that has the same price;
    • get a refund.

How to have items of adequate quality replaced

The consumer has the right to return the items of PROPER quality purchased online:

  • at any time pending the delivery of the item, subject to reimbursement of expenses incurred in connection with fulfilling the seller's obligations under the deal concluded with the customer;
  • within 10 days from the date of delivery of the goods;

Goods of proper quality cannot be exchanged or returned in the following cases:

  • if the goods for disease prevention and treatment at home (oral hygiene products, etc.), perfumery and cosmetic products, personal hygiene products, household chemicals or non-periodicals were purchased remotely or in retail stores;
  • if foods of proper quality were purchased in retail stores.

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