1. General Provisions

This Quality Policy is an official document of the company and regulates product quality standards, packaging requirements, and the procedure for interacting with customers in the event of defects or damage detected during transportation. Our goal is to ensure full customer satisfaction through strict control at all stages of supply.

This Quality Policy is an integral part of the Public Offer. The company guarantees the highest possible quality of provided goods, services, and customer support.

2. Product Quality Assurance

• Certification and Compliance: All products sold by the company comply with state and international quality standards (DSTU/ISO) and are accompanied by the necessary certificates and passport documentation.

• Incoming Control: Each batch of goods undergoes mandatory inspection before being accepted into the warehouse and shipped to the customer.

• Warranty Obligations: All goods come with an official warranty from the manufacturer or our company. The warranty period is specified in the warranty card or accompanying documentation for the product.

3. Packaging Standards and Requirements

Packaging is a critically important element in preserving the quality characteristics of products during logistics.

• Protection against Damage: We use multi-layer protective materials (corrugated boxes, bubble wrap, stretch film, edge protectors, and securing straps) to minimize risks of mechanical damage, moisture, and dust impact.

• Integrity and Sealing: All shipments are sealed with branded tape or a control seal. Any breach of packaging integrity serves as a signal to check the contents.

• Marking: The packaging features appropriate labeling and handling marks ("Caution: Fragile!", "This Side Up", "Keep Dry", etc.).

4. Procedure for Acceptance and Inspection of Goods by the Customer

Upon receiving the goods at a delivery service branch or from a courier, the customer must follow this algorithm:

1. External Visual Inspection: Check the integrity of the outer packaging, absence of dents, tears, signs of moisture, or opened control tape.

2. Unpacking and Checking Contents: Unpack the shipment in the presence of the carrier representative, check completeness, visual appearance, and absence of mechanical defects.

3. Fixation of Damage: If damage to the packaging or goods is detected, be sure to draw up an Acceptance-Transfer Act / Damage Report directly at the branch or with the courier and take photo/video evidence.

Customer Receipt Checklist

5. Exchange, Return, and Compensation

• Return of Goods of Proper Quality: In accordance with the Law of Ukraine "On Consumer Protection", the buyer has the right to return or exchange goods of proper quality within 14 days, provided that their commercial appearance, consumer properties, seals, labels, and original packaging are preserved.

• Return upon Detection of Defect or Damage: If goods are damaged during transportation or a manufacturing defect is detected, the company covers the costs of free replacement or refunds the full amount after the Act is provided and our quality department is contacted.

6. Quality Control Department Contacts

For all questions regarding product quality, packaging, returns, or warranty service, please contact our support service:

• Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

• Phone: +380 (44) 000-00-00

• Working hours: Mon-Fri: 09:00 – 18:00

• Head of Quality Department: Person

7. Compliance with European Standards and Directives

To ensure a high level of safety and protection of customer rights in the European Union market, our products and processes comply with key EU regulatory requirements:

• General Product Safety (GPSR Regulation) and CE Marking: All products comply with the requirements of the General Product Safety Regulation (GPSR). For relevant product categories, CE marking is provided, confirming compliance with strict EU safety, health, and environmental protection standards.

• Consumer Rights (Directive 2011/83/EU): Consumers are guaranteed full protection of rights under the EU Consumer Rights Directive, including transparent purchasing terms, clear product information, and the right to withdraw from a distance purchase contract.

• Warranty Obligations (Directive (EU) 2019/771): In accordance with the requirements of the EU Directive on certain aspects concerning contracts for the sale of goods, goods are provided with a minimum 2-year legal warranty period with the possibility of repair, replacement, or reimbursement in case of defect discovery.

• Labeling Requirements for the EU Market: Products and their packaging contain all necessary markings, including details of the EU manufacturer/importer, warning signs, instructions, and material lists in accordance with European Union standards.