Refund Policy

Exchanges, Returns and Order Cancellations

1. Products of Satisfactory Quality

In accordance with the Law of Ukraine “On Consumer Rights Protection” and Resolution No. 172 of the Cabinet of Ministers of Ukraine dated 19 March 1994, perfume and cosmetic products of satisfactory quality are not eligible for exchange or return.

However, as an exception, ZIDIA allows customers to return perfume and cosmetic products of satisfactory quality within one calendar day of receiving them, provided that:

  • the product has not been opened or used;

  • the protective film, seal or other original factory packaging has not been damaged;

  • the product’s original appearance, complete set, labels and factory markings have been preserved;

  • there are no signs of use, damage or contamination;

  • proof of purchase from the ZIDIA store can be provided.

The decision to accept such a product will be made after its condition has been inspected. The store reserves the right to refuse a return if the product has been opened or used, or if it is not possible to reliably confirm that the product has remained in its original condition.

For other products of satisfactory quality that are not included in the list of goods that cannot be exchanged or returned, the time limits and conditions established by Ukrainian law shall apply.

2. Defective Products or Incorrect Orders

If the customer receives a product with a manufacturing defect, damage, missing components, or a product that does not correspond to the order placed, the claim will be reviewed individually in accordance with Ukrainian law.

Customers are requested to inspect the external condition, packaging integrity and contents of the order directly at the Nova Poshta branch. Accepting the parcel does not deprive the customer of the right to submit a claim regarding a hidden manufacturing defect that could not have been identified during inspection.

To review the claim, photographs or videos of the product, packaging, shipping document and identified defect may be required.

3. Order Cancellation

The customer may cancel an order before it has been prepared and handed over to the carrier.

Once the order has been prepared and dispatched, it can no longer be cancelled as an unshipped order. In this case, the rules regarding the receipt, exchange and return of products set out in this policy shall apply.

4. Uncollected Shipments

If the customer does not collect the order from the Nova Poshta branch within five calendar days of its arrival, the shipment may be automatically returned to the seller.

The order may be resent following confirmation with the customer and may require advance payment of the additional delivery costs.

5. How to Submit a Request

To request an exchange or return, or to submit a product quality claim, the customer must contact customer support:

Phone: +380 50 514 71 07
Viber, Telegram and WhatsApp

The request must include:

  • the order number;

  • the customer’s name and contact telephone number;

  • the name of the product;

  • the reason for the request;

  • photographs or videos of the product if the request concerns a defect, damage or incorrect item.

Do not send the product back without prior approval from a customer support representative. Once the return has been approved, the customer will receive the necessary details and shipping instructions.

The cost of returning a product of satisfactory quality shall be borne by the customer. If a manufacturing defect, damage caused by the seller or an incorrect order is confirmed, reasonable delivery costs shall be reimbursed by the seller.

The returned product will be inspected within five business days of its receipt by the seller.

6. Refunds

If the return is approved, the funds will be refunded to a bank card or by another method agreed upon with the customer within three business days after the product inspection has been completed.

The actual time required for the funds to be credited may depend on the customer’s bank or payment provider.