How to return a product

The information on this page is relevant only for users from Russia. If you are outside of Russia, the rules are different. Learn more in the How to return products outside of Russia section.

You can return an order only in the “Received” status. If your order has a different status, you can cancel it.

Learn more about returns conditions and terms

To the pick-up point #

Fireworks, salutes, and bulky products can only be returned to the courier.

To issue a return:

In your personal account in the Orders section click the order number.
Click Return products and select the ones you want to return, specify the reason, and attach a product photo.
Click Issue a return. Some return requests must be approved by Ozon or by the seller. If the seller delivered the product, they will coordinate the request, in other cases–Ozon will. Follow the request status in My returns section.
Once your request is approved, pass the return to the pick-up point within 5 days from the date of making the request. You can view the available pick-up points when submitting a return request.

To make a return, tell the pick-up point employee the request number. The return will be accepted if the product and the return reason match those specified in the request.

To the courier #

You can hand over the return to the courier only if the product you want to return was delivered by courier.

You can hand over to the courier both small and large-sized products.

Create different return requests when returning products delivered as a regular order and as an Ozon Express one.

Return by courier for Premium subscribers #

You can hand over the return to the courier only if the product you want to return was delivered by courier.

To create a return request:

In your personal account in the Orders section click the order number.
Click Return products and select the ones you want to return, specify the reason, and attach a product photo.
Select one of the return methods:
- If you are waiting for the delivery of another order without the Leave at the door option, which will be delivered no earlier than in a day—select this type of delivery: the courier will bring your order and pick up the return.
- Create a separate request for a return: specify the address, choose a convenient date and time when the courier can come to pick a return.
Click Issue a return.
The courier will arrive on the appointed day and time.

Some return requests must be approved by Ozon or by the seller. If the seller delivered the product, they will coordinate the request, in other cases–Ozon will. Follow the request status in My returns section.

Return by courier for non-Premium subscribers #

If you don’t have a Premium subscription, you can hand over a return to the courier in case you are waiting for the delivery of another order without the Leave at the door option, which has not yet switched to the Handed over to the courier status:

if the order is delivered no earlier than in a day, select it when making a return;
if the order is delivered earlier than in a day, ask support to reschedule the delivery in a day and then make a return request.

To create a return request:

In your personal account in the Orders section click the order number.
Click Return products and select the ones you want to return, specify the reason and attach a product photo.
Select the delivery from which the courier will pick up the return and click Issue a return. Some return requests must be approved by Ozon or by the seller. If the seller delivered the product, they will coordinate the request, in other cases–Ozon will. Follow the request status in My returns section.

Courier did not pick up the return #

If the courier did not pick up the return, cancel the current request and create a new one. In the new request, specify a convenient the date and time when the courier can pick up your return.

If the return deadline has passed, contact our support team.

By mail #

Fireworks, salutes, and bulky products can only be returned to the courier.

You can return products weighing up to 20 kg by mail.

To create a return request:

In your personal account in the Orders section click the order number.
Click Return products and select the ones you want to return, specify the reason, and attach a product photo.
Select the Russian Post office and click Issue a return. Some return requests must be approved by Ozon or by the seller. If the seller delivered the product, they will coordinate the request, in other cases–Ozon will.
Follow the request status in My returns section. When the request is approved, and you receive a tracking number, send your return within 5 days.
Carefully pack the return and fill the free space in the package with paper or newspaper so that the product is not damaged during delivery. It is preferable to buy the package at a Russian Post office. You can pack the parcel yourself, but make sure that the package meets the Russian Post requirements.

If you return a defective product, or the wrong product that was sent to you, save the receipt with the package cost. To receive compensation for the purchase of packaging, send a photo or scan of the receipt to Ozon support.
Take the parcel to the Russian Post office and say that you are returning the products to Ozon. Name the tracking number from the return card. The employee of Russian Post will print out the form with the address and register
the parcel.

Recipient:LTD “Internet Solutions”.
Address: 140961, Moskovskaya obl., Podolsk, ul. Magistral’naya (mkr. L’vovskij), d. 7, a/ya 4.

You can track the parcel on the Russian Post website by tracking number from the return card.

How to return extra products #

If your order includes products that you did not buy, you can return them. Just let the pick-up point employee know about it: they will help you to make a return request. If you notice the extra products when you have already left the pick-up point, contact our support team.

Approval of return requests by Ozon #

Some return requests must be approved by Ozon. We will process your request within three days and inform you about the decision.

Wait for the decision before returning the products to the pick-up point, hand them over to the courier, or bring them to the Russian Post office.

There may be the following decisions on the request:

Approved. The refund is approved, you can return the product.
Rejected. The refund is rejected, you can’t return the product.
Product recommendations are given. You were given recommendations on how to use the product, there is no need to return it.
Sending to the ASC. Contact an authorized service center, there is no need to return the product.
Other. You were given recommendations on how to use the product, there is no need to return it.

If after applying the recommendations received with the Product recommendations are given, Sending to the ASC, and Other statuses the problem with the product could not be solved, you can re-create the return request, attach the supporting documents to it, for example, an unrepairability certificate, and wait for the approval of the request.

Learn more about repair in the Repair of warranty products section.

When will the money be refunded? #

Check the Refund of money and points for information about the refund terms.

Return products from abroad #

For products that were delivered to Russia from abroad, there are different terms and conditions. Learn more in the Return products from abroad section.

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