Product Returns and Exchanges

Dear Customers! If you have decided to contact us regarding the return or exchange of any products purchased from us, please familiarize yourself with the general rules and excerpts from the Law of Ukraine on "Consumer Rights Protection". This information can be found here

According to the Law of Ukraine "On Consumer Rights Protection", the buyer may:
1. Exchange a product of satisfactory quality.
2. Return a product of satisfactory quality.
3. Return or exchange a product of unsatisfactory quality.
Products eligible for exchange:
1. The product must have a receipt;
2. The product must be in its original packaging with intact tags and labels, and must not have been used;
3. The product must be returned within 14 days of purchase.
The procedure for returning and exchanging products of satisfactory quality:
1. Notify us of your intent to return the purchased product through the return form or by sending an email via the contact form.
2. Provide the declaration number of the sent package and the bank card number for the refund;
3. After receiving the product, we will refund your money or exchange it for another product within three working days.
Procedure for returning products of unsatisfactory quality:
1. Notify us of your intent to return the purchased product;
2. Provide the declaration number of the sent package and the bank card number for the refund;
3. After receiving the product, we will refund your money or exchange it for another product within three working days.
Exchanges and returns are conducted via postal services.
Refunds are made after receiving the product.
Refunds are made to a card or via money transfer at postal service offices.
Refunds are processed within 3 days from the moment the package is received at the seller's postal office.

If you have not yet made a purchase but are planning to do so, this information will help you protect yourself as much as possible and avoid potential misunderstandings.

We provide our Customers the right to exchange or return products purchased from us within 14 days after the purchase.

Returns are only possible if:
• the product has not been used in any way;
• installation and connection of equipment have not been carried out, and no adjustments have been made;
• the branded packaging and complete set are fully preserved (partial or complete violation of the appearance of the packaging, absence of any components of the packaging, or their irreparable damage is a violation);
• the product is in the same condition as at the time of purchase and delivery to the Customer (in good working condition, without any mechanical damage or defects);
• documents for the product issued to the consumer along with the product are present (sales receipts, invoices, acceptance acts).

The right to return and exchange the product is lost in two cases:

1. In the case of damages resulting from violations of the rules and conditions of use, described in the care instructions, and in their absence, ordinary understandable safety methods established for such products:
• overheating;
• dropping the product;
• intentional breaking;
• deformation;
• damages occurring during screwing and unscrewing, opening and closing, and other cases caused by excessive application of force;
• mechanical damage to the external or internal surface (scratches, abrasions, etc.);
• improper storage;
• if the damage occurred due to natural disasters (natural fires, floods, etc.), accidents;
• if the damage occurred due to intentional or negligent actions by the Buyer or third parties, as well as pets;
• if the product was used for purposes not provided for in the instructions, and in their absence, ordinary understandable methods established for such products.

2. Due to natural changes in the appearance and properties of the product that occur during operation:
• the appearance of stains, lime spots, etc.;
• normal wear of cutting parts due to use;
• natural color change of the metal (golden or bluish hue, which occurs as a result of excessive overheating of the cookware or cooking certain products (tomatoes, lemons, vegetables, brines, etc.) is characteristic of stainless steel cookware and does not affect either the functional properties of the cookware or the quality of the food being prepared. Such stains can be removed using special cleaning agents for stainless steel products).

If at the time of exchange, an equivalent product is not available for sale, it is possible to purchase any other products from the available assortment with a corresponding recalculation of the cost. In this case, the delivery fee for the product will not be refunded.

In the case of significant defects that arise due to the fault of the manufacturer (or seller) of the product, within 14 days (excluding the day of purchase), the "JOYSTICK.UA" store undertakes to cover the costs of returning the product. In all other cases, the Buyer pays for all costs related to shipping the product according to the current rates of our carrier partners. By following the link https://novaposhta.ua/delivery, you can calculate the shipping cost.

In the event of disputed situations when clarifying the reasons for the return or exchange of the product, the "JOYSTICK.UA" store reserves the right to consider the issue within 14 days from the moment the return is received from the Buyer.

Exchanges of products are conducted under the terms and timelines established by the Law of Ukraine "On Consumer Rights Protection". More details here

Procedure for exchanges and returns of goods delivered by our carrier partners to regions.

To return or exchange a product, you need to contact our employees to verbally notify them about the return of the product and obtain Return Number and the Nova Poshta branch number to which the product should be sent. Phone numbers are listed on the contacts page.

After receiving the Return Number, you need to fill out the claim or return form.

After that, you need to pack the product for safe transportation; indicate the Return Number on the packaging and send it via our carrier partner "Nova Poshta" to the specified branch. Along with the product, include the receipt (or invoice provided with the product), a copy of the first page of your passport, and a completed Return or Claim Statement.

ATTENTION! Returns at the expense of the online store are only conducted if the product has a factory defect or defects that occurred during the transportation of the order to the Buyer. In all other cases, the delivery of the return to the seller is carried out at the expense and efforts of the Buyer.

Refunds are made within 14 days from the moment a positive decision regarding the return is made.

We draw your attention to the fact that currently refunds for goods are possible only via bank transfer to the personal bank account of the individual. To prevent misunderstandings, please carefully check your bank details specified in the Return Statement (all fields are mandatory).

Note!

The card account number is not the number of your bank card indicated on the card itself, but rather the number under which the card is registered at the bank. You can find out your card account number from your bank operator by visiting the nearest branch or by calling the "hotline".

You can get more detailed information about the shipping and return of goods from our manager from Monday to Friday from 10:00 AM to 8:00 PM, and on Saturday and Sunday from 12:00 PM to 6:00 PM.