Expenses for Returns, Unredeemed Orders, and Cancellations

This article applies to orders delivered to the Russian Federation.

Return type	Description
Cancellation	• The order was canceled before delivery to the customer. • The customer failed to pick up the product before the order storage period expired. • The customer rejected the order before receipt.
Unredeemed order	The customer checked the product at the pick-up point and partially or completely rejected the order. Redeemed products switch to “Delivered” status; unredeemed ones switch to “Canceled.”
Customer return	The customer created a return request for the received product, we approved it, accepted the product at the pick-up point, and refunded the money to the customer.

The way products are processed depends on Ozon rules and the settings in your account.

The tariffication depends on where the return is sent to:

Sending returns via WHD warehouse with the Ozon delivery service;
Transfer of returns to the partner warehouse if a logistics partner or return provider is specified;
Disposal of returns by Ozon if Ozon disposal is specified.

Sending returns via WHD warehouse

Ozon organizes the acceptance of returned products in case of cancellations, unredeemed orders, customer returns, and their delivery to the warehouse for resale on the platform.

In case of a repeated cancellation, unredeemed order, or customer return, we arrange product sending to the warehouse.

Sending to the warehouse is applicable if the product meets all the criteria simultaneously:

The “Sending to the warehouse” setting is available and enabled.
The customer didn’t present a quality claim and the product meets the good quality criteria. If a minor defect, such as damaged package, is detected during warehouse acceptance, the product is marked down.
Learn more about markdown
The product may be accepted at the warehouse and isn’t included in the list of prohibited.
The product price in your account exceeds 500 RUB at the exchange rate as of the order date.

When the canceled or unredeemed product is delivered to the warehouse for resale, Ozon partner delivery expenses are charged as for the received orders.

Upon resale, a 22% VAT is applied, which Ozon transfers to the Russian Federation budget on your behalf. The final price for the customer remains unchanged, while the seller price is reduced by the amount of the applicable tax.

When returning a product to the warehouse, Ozon provides a set of services, each of which is charged separately.

Service	It includes
Reverse logistics	Acceptance of cancellations, unredeemed orders, customer returns, and their delivery to the warehouse.
Processing of canceled and unredeemed products or Ozon returns	Acceptance and inspection of the product condition at the warehouse.
Storage	Placement and storage at the warehouse for no more than 120 days. The part of the product storage period is included in the “Logistics” service tariff. Once it expires, the storage becomes paid.
Logistics	Processing, packing, warehouse sorting, and transportation to the sorting center for re-orders.
Delivery to the pick-up location	Order delivery from the sorting center to the customer pick-up location: pick-up point, parcel terminal, post office, or other locations.
Processing by Ozon partner	Acceptance of repeat unredeemed orders or returns at the partner pick-up point.
Disposal	Product disposal if: • 120 days passed since the product placement at the warehouse; • the product is significantly damaged or spoiled.

Reverse logistics

Since May 6, 2026

The service fee is charged for accepting cancellations, unredeemed products, or customer returns, delivering them to the warehouse, and checking the product condition if necessary.

The “Canceled and Unclaimed Products Processing” and “Ozon Returns Processing” services are included in the reverse logistics cost.

The reverse logistics tariff is equal to the tariff for the “Logistics” service in effect at the time of service provision.

Service provision point: arrival of the return at the warehouse.

Conversion: at the Central Bank of Russia exchange rate at the time of service provision.

Storage at warehouse

Since May 6, 2026

The maximum product storage period is 120 days.

For a fixed number of days, we don’t charge an additional fee for each product: the cost is included in the “Logistics” service tariffs.

Special tariffs apply to certain categories. For these products, the free storage period is extended for a specific number of days.

Free storage period (XLSX).

A fee is charged for each liter of product per day, including VAT:

Regular products: 2.50 RUB per liter per day.
Bulky products: 0.10 RUB per liter per day.
Flammable products: 0.60 RUB per liter per day.
Products at tire warehouses: 0.14 RUB per liter per day.

Service provision point: end of the day when the product was placed at the warehouse.

Conversion: at the Central Bank of Russia exchange rate at the time of service provision.

Product category	Characteristics
Bulky product	• Length: 45–220 cm. • Width: 45–220 cm. • Height: 32–80 cm. • Weight: up to 120 kg.
Flammable product	Products of a hazard class other than those restricted for sale from the warehouse
Regular products	Not belonging to the above categories

If the product isn’t resold within 120 days from the acceptance date, it’s sent for disposal.

Storage period calculation

The free storage period is calculated from the date of product acceptance at the warehouse based on the categories and terms at the time of supply. If tariffs change, the storage period for already placed products is preserved.

Resale logistics

Since May 6, 2026

Logistics costs include product processing, packing, and sorting at the warehouse, packaging material costs, and delivery from the shipment cluster to the destination cluster.

The shipping tariff depends on the volume and certain delivery direction.

Download the tariff table (XLSX)

If it’s impossible to determine the shipment cluster or the destination cluster due to technical reasons, the fee is charged according to the universal tariff based on the product volume.

Learn more about clusters

Service provision point: product delivery to the sorting center.

Conversion: at the Central Bank of Russia exchange rate at the time of order creation.

Calculate the volume of products stored in the warehouse

Delivery to pick-up location

Since May 6, 2026

Order delivery from the sorting center to the customer pick-up location: pick-up point, parcel terminal, post office, or another location.

If the service is provided:

by contracting partners, a fee for the “Delivery to Pick-Up Location by Partners” service is charged. It depends on the partner final fee but doesn’t exceed 25 RUB excluding VAT. The Ozon fee for contracting partners is included in the “Logistics” tariff.
by Ozon, a fee for the “Delivery to Pick-Up Location by Ozon” service is charged. The service cost is 25 RUB. It’s provided when Ozon was unable to engage contracting partners for delivery. For example, with air delivery, delivery abroad, or to remote areas where third-party carriers don’t operate.

Conversion: at the Central Bank of Russia exchange rate at the time of order creation.

In case of cancellations, unredeemed orders, or customer returns, the service cost fee is retained.

Processing by Ozon partner at pick-up point

Since May 6, 2026

Pick-up point fee for accepting and processing repeated unredeemed orders or customer returns at a partner pick-up point.

Tariff: 15 RUB per product unit excluding VAT.

Service provision point: acceptance of the unredeemed order or customer return at the pick-up point.

Conversion: at the Central Bank of Russia exchange rate at the time of service provision.

Product disposal via WHD warehouse

Since May 6, 2026

The service cost is calculated and charged for each product separately by its weight based on the reason for disposal. Price per 1 kg is multiplied by weight of products to the exact gram, with no rounding up or down.

For products lighter than 1 kg, the tariff per 1 kilogram is applied.

The disposal fee can’t exceed the maximum service cost.

Service tariffs:

Reason	Tariff per kg, RUB including VAT	Maximum service cost, RUB including VAT
Auto-disposal of returns and cancellations	25	125
Auto-disposal of products in stock	25	125
You ordered disposal	25	125
Damaged due to packaging	75	375
Damaged, received by the customer	25	125
Prohibited for sale	75	375
Expired	75	375
Spilled due to packaging	75	375

Service provision point: products are sent for disposal.

Conversion: at the Central Bank of Russia exchange rate at the time of service provision.

Compensation amount

In case of Ozon fault, Ozon reimburses the seller for the cost of the product lost or damaged during the return via the WHD warehouse.

Formula for the amount of compensation:

Compensation is issued in full or in part based on the formula:

[Compensation amount] = ([Declared product value] x [Reimbursement coefficient]), where:

The declared product value is the product price specified by you in your account as of the date the customer placed the canceled, unredeemed, or returned order.
The reimbursement coefficient is determined based on the product category and type.

Download the table of reimbursement coefficients (XLSX)

Other service expenses: cancellations, unredeemed orders, and customer returns FBP & realFBS

If sending a return to the warehouse is not applicable or has been disabled by you, we:

Dispose of the products.
Transfer the returns to the partner warehouse via a logistics partner or return provider.

FBP & realFBS cancellations

Shipments are disposed of or returned to the warehouse of the logistics partner that delivered the products.

In case of cancellation, Ozon doesn’t charge you for the product delivery and cancellation processing, including disposal. Rights and obligations regarding the product transfer to the logistics partner, and further decisions about the product are made without Ozon involvement.

Unredeemed and customer returns FBP & realFBS

Shipments are sent for disposal or handed over to the return partner you selected in the warehouse settings.

When the product is transferred to the partner, the rights and obligations for the product pass to the return partner, and further decisions regarding the product are made without Ozon involvement.

Learn more about warehouse settings

Ozon services for processing unredeemed products and returns at pick-up points aren’t tariffed until April 1, 2026. The tariffs for these services are determined by June 1, 2026. The tariffs include the cost of services provided before July 1, 2026.

Learn more about managing FBP & realFBS cancellations and returns