Returns & Exchanges

Legal basis

Returns and exchanges at EQPlus are processed in accordance with the Law of Ukraine «On Consumer Protection» (No. 1023-XII of 12.05.1991) and Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19.03.1994 «On the implementation of certain provisions of the Law of Ukraine „On Consumer Protection“» (as amended by Cabinet Resolution No. 1243 of 01.11.2024).

1. Return of items in proper condition

You have the right to return or exchange a non-food item of proper quality within 14 calendar days from the day of receipt (excluding the day of purchase), provided that:

• the item has not been used and shows no signs of use
• the appearance, consumer properties, seals, and factory labels are preserved
• the original packaging is intact and unopened
• you have a proof of purchase (receipt, invoice, Nova Poshta waybill)

2. Items that CANNOT be exchanged or returned

According to the List approved by Cabinet Resolution No. 172, the following categories of items in proper quality sold in our store are not subject to exchange or return:

• Food for animals, birds, and fish (as food / perishable products)
• Veterinary medicines and treatments: vaccines, antibiotics, antiparasitic, anthelmintic, hormonal preparations, dietary supplements for animals
• Hygiene and grooming products in opened packaging: shampoos, lotions, drops, powders, training pads, litter
• Toothbrushes, combs, slickers, and grooming brushes for animals after use
• Soft and inflatable rubber toys for animals
• Products in aerosol packaging
• Printed materials (books, magazines on pet care)

3. Return of defective items

If the item received has defects (faults, damage, mismatch with the description, expired shelf life), you have the right, at your choice, to demand:

• proportional reduction of the price
• free elimination of the item's defects within a reasonable time
• compensation for the costs of eliminating the defects
• replacement with an analogous item of proper quality or with another model with price recalculation
• termination of the contract and refund of the amount paid

Time limits for filing claims: for food and veterinary products — within the shelf life specified on the packaging; for other items — during the warranty period, and in its absence — within 2 years.

4. How to request a return

To process a return:

1. Contact us within 14 days of receipt — by phone, email, or through the form on the website
2. Provide the order number, item name, and reason for return
3. Fill in and sign the return application (sent by the manager)
4. Send the item by Nova Poshta to our address, packaged to avoid damage in transit
5. After inspecting the item (up to 3 business days) we will inform you of the decision

5. Refund

Funds are returned using the same method of payment (card, bank transfer, cash), within up to 7 banking days from the moment the refund decision is made.

6. Exchange

If the item required for exchange is unavailable, you have the right to purchase any other items from the available assortment with corresponding price recalculation, or to terminate the contract and receive a refund.

7. Shipping costs for returns

When returning an item of proper quality, the shipping costs in both directions are borne by the customer.

When returning a defective item, EQPlus reimburses the shipping costs.