For private persons #
Non-returnable #
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Products with individually defined properties, for example, a vase with an engraving or custom-made windows.
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Alcoholic beverages. Ozon does not sell or deliver alcoholic beverages. You can only book the product. To buy it or make a return, please visit partner stores.
Digital products of proper quality in electronic form are not subject to exchange or return. If the product is of improper quality, you can return it within 3 days from the date of purchase.
Within 3 days #
You can return any product if you have a complaint about the execution of the order:
- the wrong product, size or color was delivered,
- a part of the set is missing,
- the product has expired or was damaged during delivery.
The exception is products that can be returned for these reasons only within 1 day:
- animal feed;
- fresh flowers;
- live Christmas trees;
- food products;
- medicines, including those for animals;
- jewelry and other products made of precious metals and stones.
Within 30 days #
You can return products within 30 days (within 60 days with a Premium subscription) if:
- The product is of proper quality, but the size doesn’t fit you, you ordered several options to choose from or just do not like the way the product looks.
- The product is of improper quality—it is counterfeit, does not work, or there are visible damages.
The exception is products of proper and improper quality that can be returned within 7 days:
- perfumes and cosmetics;
- digital products on physical media;
- non-periodical publications: books, brochures, albums, cartographic and sheet music editions, sheet editions, calendars, booklets, publications reproduced on technical media;
- personal hygiene products, such as toothbrushes, combs, hair clips, hair curlers, wigs, hairpieces.
Products of proper quality that can be returned within 7 days, and of improper quality that can be returned within 30 days (within 60 days with a Premium subscription):
- furniture sets for household use;
- household chemicals, pesticides and agrochemicals;
- medical devices;
- auto and motorcycle parts;
- electronics that are not technically complex;
- antiques and art objects;
- stockings, socks, tights, underwear;
- artificial Christmas trees.
Technically complex products, for example, clocks, large household appliances, electronic devices of proper quality can be returned within 7 days, and improper ones within 15 days.
During the warranty period #
If the product has a warranty period, you can return it under warranty within the period indicated on the product card.
If the warranty period is not specified, you can return a technically complex product under warranty within 365 days from the date of purchase.
When you return the products, Ozon may request from you the original certificate (conclusion) of an authorized service center or an expert confirming that the defect is manufacturing, as well as the original warranty card, if available. If the product is technically complex, there must be a confirmation in the conclusion that the defect is significant.
During the warranty period, the product can be repaired at the service center.
Learn more about repair in the Repair of warranty products section.
Returning products of proper quality #
You can return a product of proper quality if:
- it is still in saleable condition;
- there are no signs of use on it;
- the factory packaging is not damaged;
- you have not installed or activated programs (for electronic devices);
- consumer properties of the product have been preserved, and the expiration date has not expired;
- you return the entire set of products, for example, both volumes for a book in two volumes.
Returning potentially dangerous products #
Products that are filled with flammable substances are potentially hazardous and will only be accepted with an empty fuel tank or cylinder. This provides for the safety of people and property.
Examples of such products:
- gas cylinders,
- combustion engines,
- tools and equipment with a combustion engine or that are powered by flammable substances.
For legal entities #
Legal entities can only return product of improper quality or in case of a complaint about the execution of the order. When creating a return request for legal entities, it is necessary to draw up a report about discrepancies in quantity and quality on the form and send it to the support service.
Within 1 day #
You can return the product if:
- The product does not match the order—there is an error in the description, re-sorting, you received another product or an incomplete set.
- There are discrepancies in the quantity of products in the order.
Within 5 days #
You can return the product if obvious defects are found.
During the warranty period #
You can return the product if hidden defects are found. In this case the terms for return of products are the same as for private persons.
When you return the products, you need to provide the original certificate (conclusion) of an authorized service center or an expert confirming that the defect is manufacturing, as well as the original warranty card, if available. If the product is technically complex, there must be a confirmation in the conclusion that the defect is significant.
During the warranty period, the product can be repaired at the service center.
Learn more about repair in the Repair of warranty products section.
Returning products from abroad #
The return of products delivered from abroad is available only for private persons. Learn more in the Return products from abroad section.
Returning services #
Ozon Services are digital products, they are not subject to return or exchange. If the seller did not provide the service, or the service was not provided in full or in quality, please contact our support service.
