If you’ve recently placed an order and it isn’t yet in assembly, you can cancel it. Learn more about cancelling orders
You can only return orders in the “Received” status. Learn more about return terms and conditions
- To return the product:
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In the Orders section click the order number. Click Return products and select the ones you want to return.
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Open the My Returns section in your personal account. Select the products you want to return and click Proceed to return.
- Select the reason for return and click Issue a return.
The return request has been issued. Usually it’s approved within 3 days. Keep track of its status in the My returns section in your personal account..
Send a return within 7 days after the request approval, otherwise the request will be overdue.
If you return a defective or wrong product, keep the receipt with the cost of packaging and shipping. Attach a photo of the receipt to the return request.
When the request is approved:
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Prepare the product for shipment. Check the package for completeness and pack it carefully so it won’t be damaged in transit. Take a picture of the product before shipping to avoid disputes.
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Put a sheet with the return number inside the parcel. You can write the number by hand or print it out.
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In the shipping form, specify the return number. You can write it next to the recipient’s details. Your return won’t be accepted at the warehouse without a return number. The time for receiving money will increase.
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Take the parcel to the post office.
In the form on the parcel, specify the return number. You can write it next to the recipient’s information.
- Pay the shipping fee, if necessary, the customs fees. Save the receipt. We’ll refund the cost of packaging and delivery only if the product is defective or wrong. If you return the product for other reasons, the cost of shipping and packaging won’t be refunded.
- In the My returns section of your personal account, click Send return and confirm that you’ve sent the parcel. Upload the receipt and enter the track number that you receive at the post office. This helps us track the parcel and accept the return at the warehouse.
Sending by post #
You can send a return with any local postal service that delivers to Russia. For example, Azerpost, Georgian post, Emirates post, PTT (Turkish post), Israel Post, PE Post of Serbia, and Tajik post.
Send the return to: 7 Magistralnaya str. (Lvovsky microdistr.), P/O box 4, 140961 Podolsk, Moscow region, Russia. Recipient: Internet Solutions LLC.
Save the receipt.
You’ll receive the money after Ozon or the seller gets the products back.
Return delivery cost #
If the order was delivered by a partner courier service or by the seller courier, you pay for the services of the transport company.