This is a courtesy translation. The Russian version is the legally binding one.
Return Rules
Procedure for cancelling an Order and returning Goods · Section 7 of the Public Offer
1. Cancelling an Order
1.1. The Buyer may cancel the Order at any time before receiving the Goods and within 7 days after receiving them (Article 26.1 of Law of the Russian Federation “On the Protection of Consumer Rights”).
1.2. To cancel, send the Order number and a list of the items you are cancelling to zhatva.russia@mail.ru. The email must be sent from the email address specified in the Order or contain the telephone number from the Order.
1.3. If the Order has not yet been handed over to the carrier, the amount paid is refunded in full. If the Order has already been dispatched or was not collected within the holding period, the cost of the Goods is refunded once the shipment has been received by the Seller, less the costs of delivering the Goods to the Buyer and returning them.
2. Return of Goods of Proper Quality
2.1. The Goods are food products (dietary supplements). A return is possible only if the marketable appearance, consumer properties, intact factory packaging (seal, protective membrane, blister) and a document confirming the purchase (the till receipt sent by email, or the record of the Order in the Personal Account) are preserved.
2.2. Goods whose factory packaging has been opened or damaged cannot be returned or exchanged.
2.3. Procedure: send the Order number and a list of the items being returned to zhatva.russia@mail.ru. Within one business day, the Seller will advise how to hand over the Goods: at one of the Seller’s warehouses, 47 Burashevskoye Shosse, Tver, or 11 Rimskogo-Korsakova Street, building 8, Moscow (daily 10:00–18:00), or by sending them via a carrier to the warehouse address specified by the Seller. The Buyer bears the costs of returning the Goods.
2.4. Money is refunded within 10 days of the Goods being received by the Seller and their condition being checked, by the same method used for payment. The cost of delivering the Goods to the Buyer is not reimbursed. The part paid with points or a Gift Certificate is refunded as points or to the certificate.
3. Defective Goods
3.1. Defects include: damaged packaging, missing items or wrong items, shelf life expired at the time of transfer, and any other non-compliance with mandatory requirements.
3.2. Damaged packaging, missing items and wrong items must be recorded on receipt of the Order together with the Pick-up Point employee or the courier. Claims regarding such defects are not accepted unless recorded on receipt.
3.3. Within 7 days of receipt, send to zhatva.russia@mail.ru: the Order number, a description of the defect and photographs of the packaging and the Goods. The Seller will respond within one business day and, if necessary, carry out a quality check.
3.4. If the defect is confirmed, the Seller, at the Buyer’s choice, replaces the Goods or refunds their cost, and also reimburses documented costs of returning the Goods. Money is refunded within 10 days of the claim being satisfied.
4. Gift Certificates and Points
4.1. A Gift Certificate cannot be exchanged for money.
4.2. When Goods are returned, points earned on them are cancelled; points and the certificate used to pay for the Goods are restored in accordance with the Loyalty Programme Rules.
