Customer returns

Customer return terms and conditions

The time window depends on the product category and the return reason. General rules:

Return terms and conditions of proper quality products

Customers can return products of proper quality if:

• marketable condition is preserved;
• there are no traces of use;
• the factory packaging isn’t damaged;
• when buying electronic devices, no programs were installed or activated;
• consumer properties are preserved and the expiration date hasn’t expired;
• the entire set of products is returned, 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.

Return terms and conditions of improper quality products

Customers can return products of improper quality if:

• wrong product, size, or color was delivered;
• part of the kit is missing;
• the product expired or got damaged during delivery;
• the product turned out to be a fake;
• the product isn’t working or isn’t working well.

Return during warranty period

Upon return, Ozon may request from the customer through the Service Center or authorized service center:

• the original conclusion of an authorized service center or expert confirming that the defect is manufacturing;
• the original warranty card, if available.

If a product is technically complex, the conclusion should provide a confirmation that the defect is significant.

During the warranty period, you can repair the product at the service center. If there is no authorized service center in the area or it doesn’t accept the product for inspection or repair, the decision is made based on other evidence, e.g. photos or videos.

What to do in case of a dispute:

• In case of misgrading/damage, contact support and provide a video recording of the order packaging.

  Why you should video record order processing

• If there is insufficient information about the reason for the return, Ozon or the seller may request additional photos or a description of the issue from the customer. If a non-compliance with the return conditions is confirmed, the customer won’t be able to return the product.

Consideration of return requests

The customer fills out the request, specifies the reason, and attaches a photo of the product. The decision window is one calendar day.

You can view new requests:

• In Logistics → realFBS and FBP Returns on the Return Requests tab. If you don’t have any requests to consider, the Return Requests tab will be unavailable.
• On the home page in the realFBS Returns and Cancellations widget.
• In the push notifications of the Ozon Seller app and via email.

Decision making

Pre-moderation is an automatic or manual review of return requests. Depending on the product price and other factors, a decision may be made:

• By you, if the request didn’t qualify for the Ozon pre-moderation criteria.
• By Ozon, if:
  • The product price does not exceed 1,800 rubles at the exchange rate as of the order date.
  • More than 24 hours have passed since the request was created, and you have not made a decision on it.
  • The product was damaged during delivery.
  • You delegated the consideration to the Ozon moderators.
  • Too many of your rejections were disputed by customers.

Possible solutions for you:

• Offer partial compensation: you refund part of the money, and the product remains with the customer.
  Learn more about partial compensation

• Approve return: the customer returns the product via Ozon pick-up point or to your warehouse themselves — it depends on the settings and capabilities.

• Reject: you are refusing the return, providing a detailed reason. The customer can open a dispute within 5 days or re-create the request based on your comment.
  Learn more about disputes

• Refund the full amount without product return: the money is refunded to the customer, who keeps the product (for example, if it is broken and cannot be repaired).

If you lack sufficient information, contact the customer in the chat: the consideration period will extend to three days.

Decision made by Ozon

Partial compensation is offered to the customer

Ozon strives to minimize your return costs and offers the customer partial compensation instead of a physical return. This way, the customer will keep the product in exchange for a portion of the money. Offer rules for partial compensation

Return approval

The return can be approved:

• Without shipping the product if the following criteria are met:

  • the product price in the Seller account is lower than 1,800 rubles at the exchange rate as of the order creation date;
  • the Sending Returns via WHD method is unavailable for the product.

  For customers who frequently request returns, Ozon may decide to issue a refund only after the product has been returned, which allows for verifying the quality and fulfillment of the return conditions.

• Shipping the product, if the following criteria are all met at once:

  • return terms and time are met by the customer;
  • the Sending Returns via WHD method is available for a product over 500 rubles, or the product price in the seller’s account exceeds 1,800 rubles at the exchange rate as of the order creation date.

Learn more about where the return will go to after the customer sends it

If the request clearly does not meet the return conditions, we will refuse the return. For example, the product has no quality issues and shows signs of use.

You can find out the decision on the request in RealFBS and FBP returns.

Partial compensation

With partial compensation, the customer will receive part of the funds, and the product will remain with them.

Therefore, you:

• Reduce the number of returns due to minor flaws.
• Will achieve the same effect as with product resale for products of good quality: returning the product and delivering it again will cost more than partial compensation.

How it works

1. The customer creates a return request.

2. In the request, either you or Ozon select “Partial refund.”

3. Specify the compensation amount. Compensation must not exceed the product price minus 1 ruble.

   You can use the recommended compensation percentage calculated by Ozon which is accepted by most customers instead of returning the product. During pre-moderation by Ozon, we use the same recommended percentages.

4. The customer accepts or rejects the offer within three days.

• If they accept, they receive compensation, and the request is closed.
• If they reject or don’t respond, you need to make a different decision: offer a greater compensation, approve the return or refund the full amount without having them return the product.

Partial compensation can be offered no more than twice per request.

Product return after partial compensation

The customer has the right to submit a return request even after receiving partial compensation provided that return terms and conditions are met.

Partial compensation cannot be offered in a new request. Upon approval of the refund, the customer will receive the rest of the cost minus the previously issued partial compensation.

Learn more in the “Partial Compensation” training course

Disputes

If the customer disagrees with your decision on the return, they can open a dispute within five calendar days. Ozon will consider the dispute and make a decision within three days.

Types of disputes and their resolution