Return and exchange policy

1. Terms of exchange and return of goods

The buyer may exchange or return a product of proper quality within 14 days of receiving the order. These terms apply to goods delivered within Ukraine.

To meet the specified deadline, the item must be handed over to the carrier for return shipping no later than the last day of the 14-day period. The parcel's handover date is confirmed by the corresponding express waybill.

The specified period applies exclusively to the exchange or return of a product of proper quality that is not suitable for the buyer. Claims regarding hidden manufacturing defects are processed according to a separate procedure, described on the Warranty page. These procedures have different purposes and do not replace each other.

2. Requirements for the condition of the returned goods

Exchange or return of goods of proper quality is carried out subject to compliance with all the following requirements:

1. The product has not been used for its intended purpose and has not been worn.
2. The product has no breaks, dirt or abrasions on the sole.
3. The shoes are free of foreign odors and mechanical damage.
4. The original presentation and consumer properties are fully preserved.
5. The complete factory package is preserved: the product, insoles, additional laces and inserts, if such elements were included in the original package.
6. All factory labels, seals, tags and markings remain on the product and are preserved in their original condition.
7. The original shoe box is preserved.
8. Using the original shoe box as independent transport packaging is not permitted.
9. It is prohibited to wrap the original box with tape, or to stick transport invoices or other carrier documents to it.
10. For shipping, the original box must be placed inside a separate outer shipping package.
11. The goods are transferred for return only in a clean and dry condition.
12. Damage to the outer shipping packaging alone is not grounds for refusing to exchange or return the goods.

Compliance with these conditions allows us to verify the integrity of the presentation, completeness, and consumer characteristics of the returned goods.

3. Reasons for exchange or return

The buyer has the opportunity to request an exchange or return in the following cases:

1. The received product did not fit in size.
2. The buyer is not satisfied with the style, color or model of the purchased product.
3. The buyer decided to reject a new product that shows no signs of use.
4. The store mistakenly sent a different model, size, color, or article number than what was ordered.
5. If the request is related to manufacturing defects of the product, a separate procedure applies, as specified on the Warranty page.

The return procedure for goods of proper quality is not used to address manufacturing defects. Such requests are processed separately.

4. Refusal of the order upon receipt

When receiving the shipment at a Nova Poshta branch or from a courier, the buyer can inspect and try on the shoes before making payment. If the product does not meet expectations regarding size, style, color, or other characteristics, the buyer can refuse delivery.

In case of refusal of the goods immediately upon receipt before payment, the buyer does not pay any of the following:

The cost of the product itself.
Cost of delivery of the order to the buyer.
Cost of return shipping to the seller.
Any other payments, fees or additional charges associated with such shipment.

Therefore, refusal to pay at a branch or during courier delivery does not create financial obligations for the buyer for this shipment.

A different procedure applies for orders received via a parcel terminal: It is not possible to inspect or try on the item before payment, as payment is due before the actual delivery. Once the parcel terminal is opened and the item is received, the buyer can use the standard exchange or return procedure outlined on this page.

5. Processing a return without a manager's involvement

The exchange or return process is available to the buyer independently. There is no need to register on the website or create an account.

Contacting customer support by phone or email in advance is not required. There is also no need to obtain manager approval, special return authorization, or assign a separate case number.

All you have to do is prepare an application with the necessary information, properly package the goods and send them to the details published in Section 7 of this page.

If you have any questions during registration, you can get further assistance by calling +380 800 351 683 or emailing [email protected] . Requests are processed according to our support schedule.

6. Requirements for an exchange or return application

The buyer completes the declaration independently, in any written form. Using a special form or approved template is not required. The completed document must be included in the parcel along with the item.

To identify the order and determine the chosen settlement method, the application must contain the following information:

1. The order number or the fiscal receipt details confirming the purchase of the goods.
2. Last name, first name and patronymic of the buyer.
3. Current phone number.
4. Buyer's email address.
5. Full name of the product and its article number.
6. The reason why the buyer wishes to return or exchange the product.
7. Selected solution: product exchange or refund.
8. The desired size or model of the product if the customer is making an exchange.
9. The address to which the replacement item must be delivered in case of exchange.
10. The IBAN of the bank account or the payment card number for depositing funds, if the order was paid upon receipt. For orders paid online, providing these details is optional, as the refund will be processed using the same payment method. The buyer may optionally include the relevant details with the order.

The seller never requests your payment card PIN, CVV code, banking app password, or SMS confirmation code. This information is not required for exchanges or refunds.

Providing photographs or videos is not a mandatory requirement for processing a standard return or exchange of a product of proper quality.

7. Procedure for returning goods

After preparing the return form and packaging the item, the buyer can immediately submit the parcel for return via Nova Poshta LLC. There is no need to contact a manager or customer service in advance.

Returns are made to the same address from which the order was shipped to the buyer. The required sender's details are provided on the express waybill used to receive the goods.

To arrange a return shipment, please use the following details:

Recipient: USDH ENTERPRISES LLC.
Phone: +380 800 351 683 .
Recipient's branch: the same Nova Poshta LLC branch from which the order was sent, in accordance with the details in the initial express waybill.

The link with the product for exchange or return must be sent without cash on delivery.

Items ordered with cash on delivery will not be accepted by the seller and will be returned to the sender.

Personal returns to the seller's warehouse are not permitted. Returns will be made through a delivery service.

After the shipment is processed, the buyer must retain the express waybill number until the exchange or return process is completed. Notifying the manager of this number is optional.

8. Return shipping costs

The seller does not charge a fee for processing a standard return. The fee for accepting and processing the request is 0 UAH. There is also a separate fee for returning the item to the warehouse of 0 UAH. No hidden administrative fees apply.

Return of goods that did not suit the buyer

If a product of proper quality is returned due to a discrepancy in size, model, color, or the buyer's change of mind, the buyer is responsible for the costs of return shipping.

The original shipping cost for this type of standard return is not refunded to the buyer. However, the full price of the item itself is refunded without any additional deductions, processing fees, or other charges.

Return due to seller error

If a store sends the wrong model, size, color, or article number, such a return is considered a consequence of the seller's error, and not the buyer's decision to reject a suitable product.

In this case, USDH ENTERPRISES LLC covers all shipping costs in both directions. Furthermore, the seller will fully reimburse the buyer for the initial shipping cost. All shipping costs incurred due to the store's error are the seller's responsibility, with no portion of the cost remaining with the buyer.

9. Checking the product after receiving the return

Upon receipt of the return shipment, the seller will inspect the item within 3 calendar days. This includes checking its physical condition, completeness, marketability, and compliance with the exchange or return conditions.

Return acceptance, inspection and processing are free of charge for the buyer.

The buyer will be informed of the results of the review by contact phone number or email specified in the application.

If the inspection reveals a discrepancy with the return conditions, the seller will provide a specific reason for the refusal and the procedure for receiving the item back. Returns cannot be rejected without explanation.

If the verification result is positive, the procedure continues in accordance with the buyer's decision: exchange of goods or refund.

10. Terms of exchange of goods

Exchanges are made for a different size or model, subject to availability. The specific exchange option is agreed upon with the buyer.

If the selected item is more expensive than the returned item, the buyer pays the difference in price online through the Way4Pay payment service.

When the price of the new item is lower, the seller refunds the difference to the buyer. For orders paid online, the refund is made to the same payment method used for payment. If the original payment was made upon receipt, the difference is transferred to the IBAN or bank card specified by the buyer in the order form.

For a standard exchange of a quality item, the buyer pays for shipping the returned item to the seller and the return shipping costs for the replacement item. If the exchange is due to the incorrect model, size, color, or part number, the seller is responsible for all shipping costs in both directions.

After successful completion of the inspection, the replacement product will be sent within 1 calendar day.

If the desired size or model is not available, the buyer may select another available item or request a refund. The seller will not substitute a different model or size without first agreeing to the appropriate option with the buyer.

11. Refund procedure and terms

Refunds are processed after the seller receives the item and successfully completes its inspection. Refunds will be transferred within 5 calendar days of a positive inspection decision.

The buyer receives a full refund for the purchased item, with no hidden charges, administrative fees, or additional fees.

If a quality product is returned at the buyer's initiative because it is not suitable, the original shipping cost will not be refunded. In this case, the return shipping cost is the responsibility of the buyer.

If the return is due to a store error in order packaging or shipping, the seller will reimburse all shipping costs in both directions and will additionally refund the original shipping cost to the buyer in full. The buyer will not be held responsible for any costs incurred due to such a seller error.

Ways to get a cash refund

For orders paid online, funds are transferred via the Way4Pay payment service to the same payment instrument used for the initial payment.
For orders paid upon receipt, refunds are made by bank transfer to the IBAN or payment card number specified by the buyer in the application.

Refunds are processed in cash. The seller will not push bonus points, gift certificates, promo codes, or crediting funds to an internal balance in lieu of a refund.

12. Cancelling an order before and after shipping

To cancel an order that has not yet been transferred to the carrier, the buyer must inform the seller of the relevant decision by phone +380 800 351 683 or by email [email protected] .

Please include your order number and indicate your intention to cancel the order. Customer support will process these requests within our established business hours.

If the order has already been delivered to the carrier, the buyer may refuse to pick it up at the branch or during courier delivery before payment. In this case, the buyer will not be charged for the cost of the item, delivery, return shipping, fees, or other charges.

For shipments received via a parcel terminal, the standard procedure for exchange or return of goods applies after actual receipt.

13. Contact information and support schedule

Seller: USDH ENTERPRISES LLC.

Phone number for inquiries: +380 800 351 683 .

Email: [email protected] .

Customer support hours: daily from 9:00 to 22:30, seven days a week, Kyiv time.

Telephone calls are accepted daily from 9:00 to 22:30, seven days a week, Kyiv time.

Email requests received during business hours are processed within two hours of receipt. Email processing occurs daily from 9:00 AM to 10:30 PM, seven days a week, Kyiv time.

If the buyer has left a request for a call back, the manager will call within 5 minutes during business hours: daily from 9:00 to 22:30, seven days a week, Kyiv time.

You can use the contact information provided to receive advice on completing your application, preparing your return, product inspection results, and information on exchanges or refunds.

For more information on how to contact the seller, please visit the Contact Us page.

We work from 09:00 to 22:30, seven days a week