General refund rules #

• Customers can return Ozon Global products, except certain product categories, within 30 days (with a Premium subscription—within 60 days).

• Returns are carried out on request that the customer creates. Requests are displayed in your seller account, and you make decisions about them.

• All communications between the customer and the seller, except for disputes, take place without Ozon’s involvement. If the refund request is in the Dispute status, Ozon support team will contact you to clarify the details.

• For a returnable product, regardless of its price, select one of the options to resolve the return request in your seller account:

  • Receive products for inspection. The buyer will send the product back to the address you specified in the warehouse settings under the Returns receiving method setting section. You can only specify the address in English or Russian. If the address is not specified or is specified incorrectly, buyers will not be able to send products to you. Ozon has the right to refund the buyer in accordance with the return request before the seller’s actual return reception. This way, the order status will change to “Received by seller”. If you have questions after you have received the product, you can start a dispute indicating what is wrong with the returned product.
  • Reject.
  • Refund without return of products.
  • Offer compensation.

• Return of products:

  • of proper quality is paid by the customer;
  • of improper quality is paid by the seller.

  Besides, the seller always pays VAT and the customs duty for the export of products from Russia.
  Learn more about the customs duty and VAT amounts

• Ozon courier service and Ozon pick-up points can’t be used for sending products abroad.

Return terms and conditions for customers from Russia #

Non-returnable #

• Food, animal food.

• Digital products.

• Products with individually-defined features, such as an engraved vase or custom-made windows.

Digital products of proper quality aren’t subject to exchange or return. If the product is of improper quality, the customer can make a return within 3 days from the purchase date.

The customer can also return food and pet food of improper quality within 1 day from the purchase date.

Within 3 days #

Any product can be returned if the customer has a complaint about the order execution:

• wrong product, size, or color was delivered;

• part of the set is missing;

• the expiration date has expired or the product was damaged during delivery.

Within 7 days #

The customer 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 publications, leaf publications, calendars, booklets, publications reproduced on technical media;

• personal hygiene products, such as toothbrushes, combs, hair clips, hair curlers, wigs, hairpieces.

Within 30 days #

Products can be returned within 30 days (with a Premium subscription—within 60 days) if:

• the product is of proper quality, but the customer doesn’t like it or the size doesn’t fit them, or the customer ordered several variants to choose from;
• the product is of improper quality: a fake has arrived, the product doesn’t work, or there are visible damages.

Products of proper quality that can be returned within 7 days, and improper—within 30 (with a Premium subscription—within 60 days):

• furniture sets for household use;
• household chemicals, pesticides, and agrochemicals;
• medical devices;
• auto and motorcycle parts;
• electronics that aren’t technically complex;
• antiques and art objects;
• stockings, socks, tights, underwear;
• artificial Christmas trees.

Complex products, such as watches or electronic devices, can be returned within 7 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, it can be returned within 30 days (with a Premium subscription—within 60 days). Some products can be returned within 1 year or later, if provided by the seller. The customer can find the return period on the PDP.

Upon return, a customer have to provide the original conclusion of an authorized service center or expert confirming that the defect is manufacturing, as well as the original warranty card, if available. If the product is technically complex, there should be a confirmation in the conclusion that the defect is significant.

During the warranty period, the customer can repair the product at the service center.

Return of products of proper quality #

The customer can return products of proper quality if:

• marketable appearance is preserved;

• there are no traces of use;

• the factory packaging isn’t damaged;

• when buying electronic devices, they didn’t install or activate programs;

• consumer properties have been preserved and the expiration date hasn’t expired;

• the customer returns 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.

How it works #

1. The customer creates a request to return a product. When registering it, they have to specify the reason for the return and attach an image of the product to the request.

2. You can find out that the customer has requested to return your product:

   • from a notification in your profile;

     

   • on the Logistics → rFBS returns → Return requests or FBS → rFBS returns → Return requests page;

   • from the notification to the email address under which your account is registered.

3. You consider the request. You have 3 calendar days to make the decision. After that, the request will be automatically approved. If you don’t have enough information to make a decision, you can message the customer in the chat in the return request. In this case, the request consideration period will be increased to 5 days.

   

Possible decisions #

Reject the request #

If you reject the request, please describe in detail the reason for rejection in the response comment. It’s recommended to use Russian to communicate with customers.

If the customer doesn’t agree with your reasoning, they have 5 calendar days to open a dispute. Ozon will review the dispute and make a decision within 3 days. Verification will include checking photographs and correspondence between you and the customer, and additional information may be required from both parties. Based on the information received, Ozon will make a decision and give an answer explaining the reasons for the decision in the request.

More about disputes

Possible decisions:

• in your favor—the customer keeps the product, and you keep the money.
• in favor of the customer—the customer returns the product to you, and you refund them the money.

Offer partial compensation without receiving the product #

Learn more about partial compensations

Approve the request #

In this case, you can:

• Refund the customer without receiving the return if you don’t want the product back, for example, if it’s damaged and can’t be restored.
• Get the product back and then refund the customer. The customer will send the product to you at the address you specified in the warehouse settings in the Returns method section. Warehouse address can be written only in English or Russian. If you haven’t specified a warehouse address for returns or wrote it incorrectly, the customer won’t be able to send you a return.

You can receive the product for verification if:

• the reason for return is “proper quality” regardless of the product’s cost;
• the reason for return is “improper quality”, and the cost of the product is more or equal to 1500 rubles.

The return shipment is paid by:

• the seller, if the product is flawed or damaged;
• the customer, if the product has no defects.

Setting up a warehouse to receive returns

4. If you approved the request, the customer will send the product back to you and provide the tracking number via chat.

   The product can be in transit for 14 days. On the 15th day, the customer can open a dispute with the “Where is the refund” topic. If they don’t open a dispute, but the product is in transit longer than 31 days, the dispute will be opened by Ozon. In this case, you will receive a notification in your personal account or by email. If you don’t reply, Ozon will make a decision in favor of the customer. If at this point the package is still in transit, a decision on the dispute will be made after the package arrives.
   
   

   Possible decisions:

   • Return request approved—if you have received the product;
   • Return request rejected—if the customer has not sent the product;
   • Product in transit—if the product was found in transit.

5. After you receive your return, confirm it by clicking Receive a return.

   

6. After receiving your return, you have 7 calendar days to check the quality of the product and make a decision on refunding. After 7 days, the request will be approved automatically, and the money will be returned to the customer.
   
   

   Possible decisions:

   • Refund the customer:

     • the product cost without compensating them for the shipping costs—if the product has no defects;
     • the product cost with a compensation of the shipping costs—if the product has flaws or defects.
     

   If you are compensating the customer for shipping costs, specify them in the Refund field and click Send. The shipping cost can’t exceed 50 000 rubles.
   

   Specify the compensation amount for return shipping in the corresponding column in rubles according to the payment receipt.

   The Refund field isn’t used for product refunds. Enter only the return shipping cost.

   

• Reject the request, providing details on the reason for rejection. It is recommended to use Russian to communicate with customers.
  

  
  If the customer doesn’t agree with your reasoning, they have 5 calendar days to open a dispute. Ozon will review the dispute and make a decision within 3 days. Verification will include checking photographs and correspondence between you and the customer, and additional information may be required from both parties. Based on the information received, Ozon will make a decision and give an answer explaining the reasons for the decision in the request.
  

  
  
  

  Possible decisions:

  • in your favor—you keep the product and the money;
  • in favor of the customer—you must give the customer a refund.

Customs duty and VAT amounts #

The seller always pays VAT and the customs duty for the export of products from Russia. Duty and VAT rates depend on the category of the returned product and the country of return:

• China,
• Korea,
• Poland
• Germany
• Turkey

Return request statuses #

The request is being considered by the seller #

Return in transit #

Product returned to the seller #

Learn more about returns #

How to set up a warehouse for returns