Returns and exchanges policy

1. Non-Defective Goods

The customer may exchange or return non-defective goods within 14 days, excluding the day of purchase, provided that the goods do not belong to a category that is not eligible for exchange or return under applicable Ukrainian law.

A return or exchange is possible provided that the product has not been used and its original appearance, consumer properties, seals, labels, original packaging and proof of purchase have been preserved.

2. Non-Defective Goods That Cannot Be Returned or Exchanged

Under applicable Ukrainian law, certain categories of non-defective goods cannot be exchanged or returned, including:

• perfumery and cosmetic products;
• personal hygiene products;
• goods in aerosol packaging;
• other goods included in the list of products that are not eligible for exchange or return under applicable law.

This means that perfumes, cosmetics, personal hygiene products and products in aerosol packaging of proper quality cannot be returned or exchanged if they have no defects.

3. Defective Goods

If a product has a defect, damage, manufacturing fault, packing error or other non-conformity, the customer may contact us to arrange an exchange or refund in accordance with applicable Ukrainian law.

To process the request promptly, we may ask you to provide photos or videos of the product, packaging and identified defect. If necessary, the product may be submitted for inspection.

A claim regarding product defects may be rejected if it is established that the defect resulted from the customer's failure to comply with the rules for use, transportation or storage of the product.

4. Return and Exchange Procedure

To request a return or exchange, please contact us by phone at +380 93 046 07 70 or by e-mail at info@janel.com.ua.

Our manager will confirm the order number and details, clarify the reason for the request and provide further instructions for the return or exchange.

Returns and exchanges can be sent via Nova Poshta or delivered to the return address specified below. Before sending a product back, we recommend contacting our manager to confirm the return details.

5. Refunds

Refunds are made using the same payment method originally used for the purchase, where technically possible, or by another method agreed with the customer in advance.

A refund is processed after the returned product has been received and inspected.

In the event of termination of the sales contract, the amount paid will be refunded to the customer on the day the contract is terminated. If this is not possible, the refund will be made within another period agreed by the parties, but no later than 7 days, unless a different period is provided for by applicable Ukrainian law.

6. Return Shipping Costs

If a non-defective product that is legally eligible for return or exchange is returned, the customer bears the cost of return shipping.

If the return or exchange is due to a defective product, manufacturing defect, damage or an order fulfilment error on our part, the seller will reimburse the return shipping costs after the claim has been confirmed.

7. Contact Information

Phone: +380 93 046 07 70

E-mail: info@janel.com.ua

Return address: 3/2 Dziuby Ave., Kharkiv, 61019, Ukraine

You can also contact us via the social media platforms or messengers listed on our website.