Returns

Return terms and conditions for customers

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.

In case of a dispute (misgrading/damage), contact support and provide a video of the order packaging.

Why work with orders should be filmed on video

Return during warranty period

Upon return, Ozon may request:

• 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.

Notification about return request

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.

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

• on the main page in Returns and cancellations widget;

  

• from a push notification in the Ozon Seller app;

• on the Logistics → RealFBS and FBP returns → New or FBP → RealFBS and FBP returns → New page;

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

You can view information about returned products in the returns report.

Request consideration

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.

Return requests can be processed either by you or by Ozon.

Learn more about pre-moderation

You can view return requests:

• on the website in the Logistics → RealFBS and FBP returns section;
• in the Ozon Seller app in the RealFBS and FBP returns section;
• using Seller API methods.

Step 1. Make decision on the request

You have 1 calendar day to make the decision. Possible decisions:

If you don’t make a decision within 24 hours, the request will be approved automatically or passed to Ozon moderators. 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 3 days.

Step 2. Wait for the product to be returned

If you approved the request, the customer will send the product back to you and provide the tracking number via chat. After you receive your return, confirm it by clicking Return received.

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 case of dispute, you will receive a notification in your 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.

If you haven’t made a decision within 7 calendar days after receiving the products, the request will be approved automatically and the money will be refunded to the customer.

Possible dispute 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.

If you reject the refund, the customer can open a dispute after receiving the product.

Step 3. Make decision on a refund

You can refund the money or reject the return request. If you don’t make a decision within 7 calendar days after receiving the return, the request is approved automatically, and customer receives a refund. If an item is returned as defective but you don’t manage to identify the defect, reject the request.

Possible decisions:

• Refund
• Reject

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 the amount in the Cost of delivery field and click Return money.

The shipping cost can’t exceed 5,000 RUB.

Reject the request and provide details on the rejection reason. We recommend 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 it and make a decision within 3 days. We’ll check photos and correspondence between you and the customer, and may also ask for additional information from both parties.

The dispute can be resolved:

• in your favor: return the product to the customer without refunding the cost of a product and its delivery;
• in customer’s favor: refund the customer for the product and delivery costs.

If you don’t make a decision within 7 calendar days after receiving the return, the request is approved automatically, and customer receives a refund.

Pre-moderation

Ozon moderators monitor how you process your return requests.

Return requests for your products get pre-moderated if:

• product cost is up to 1,800 RUB;
• you don’t process them within 24 hours;
• you’re biased in your decisions;
• the products are damaged during delivery;
• you put Ozon moderators in charge of processing your return requests.

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
• UAE

Request statuses

Seller is considering the request

Return is on the way

Return received by seller