Returning products delivered from abroad

Table of Content
The information on this page is relevant only for users from Russia.

How to request a refund #

  1. In your personal account select the desired order and click Return products.
  1. Mark which products from the order you want to return, and click Continue.

  2. Choose the reason and the return method. If the product or packaging is damaged or the product does not match the description, attach a photo.

  3. Click Make a return.

How to return the product #

It is not yet possible to return the products delivered from abroad through the Ozon pick-up points, the Ozon courier service and the Russian Post “Easy Return” service.

  1. Make a return in your personal account.

  2. Attach a photo or video showing the product condition:

    • for defective products–defects or malfunctions must be visible;
    • for products without defects–it should be visible that the product works, the packaging and marketable form are preserved.
  3. Wait for the seller’s reply, they will send you the return address.

  4. Send the product by mail or any other service to the specified address within 10 days of receiving the letter. Send a copy of the sending receipt to the chat with the seller.

  5. Wait for confirmation from the seller that the products have been received.

  6. When the seller checks the products, you will get a refund:

    • for defective products–for the product itself and its shipment;
    • for products without defects–only for the product, the customer pays for the shipment.

Terms and conditions #

Non-returnable #

  • Food, pet food.
  • Digital products in electronic form.
  • Products with individually-defined features, such as an engraved vase or custom-made windows.

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.

Food of improper quality can also be returned within 1 day from the date of purchase.

Within 3 days #

You can return any product if you have a complaint about the order execution:

  • the wrong product, size or color was delivered,
  • a part of the set is missing,
  • the product has expired or was damaged during delivery.

Within 7 days #

You can return products of proper and improper quality:

  • perfumes and cosmetics;
  • digital products on physical media;
  • non-periodical publications: books, brochures, albums, cartographic and sheet music editions, sheet editions, calendars, booklets, editions reproduced on technical media;
  • personal care products such as toothbrushes, hairbrushes, hairpins, curlers, wigs, hairpieces.

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.

Products of proper quality that you can return within 7 days, and of improper quality that you can return 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.

You can return complex products, such as watches or electronic devices, within seven days if they are of proper quality and within 15 days if they are not.

During the warranty period #

If the product has a warranty period, you can return it within 30 days (with a Premium subscription—within 60 days). You can return some products within 1 year or later, if provided by the seller. You can find out the return period on the product card.

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, you can repair the product at the service center.

Returning products of proper quality #

You can return a product of proper quality if:

  • it is still in marketable form;
  • there are no traces of use on it;
  • the factory packaging is not damaged;
  • you have not installed or activated programs (for electronic devices);
  • the product consumer properties 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.

Products that require refueling with flammable fuel, for example, gas or gasoline, are accepted only with an empty fuel tank or cylinder.

When and how the money will be refunded #

The money will be returned to your card, account or payment account, from which you paid for the order.

If you return the product with defects, you will be refunded the cost of the return shipping. To do this, send a copy of the shipping receipt to the seller and to us.

The seller will send the money within 10 business days after receiving the product and checking its condition. Then the bank or payment system can process the payment for several more days. The money will be credited for 3-20 days. The money for the products and delivery are refunded separately and may come at different time.

Products exchange in the order #

So far, it is not possible to exchange products delivered from abroad. You can return them and place a new order.

Questions and answers #

Where can I return the product? #

After the return approval, the seller will send the address to send the products.

Send the product exactly to the address that the seller sent. If you ship to another location, the seller will not be able to receive the product and refund the money.

How many days do I have to send the products back? #

When you receive the return address, you will have 5 days to send the product. After sending, send the postal receipt scan to the chat with the seller.

What should I do if the wrong product arrived? #

You have 30 days to notify Ozon and the seller about this. No complaints will be accepted after 30 days from the date of receipt of such products.

When will the support service respond to me? #

Support staff will respond to you within 24 hours after receiving your request.

What should I do if the seller doesn’t respond to me? #

If the seller has not responded to you within 2-3 days, contact us.

I didn’t find the answer to my question #

Contact us.