We guarantee compliance with consumer rights and provide transparent return and exchange terms. All procedures follow the laws of the Russian Federation.
Return and exchange conditions
Rules differ for individuals and legal entities. Please review the terms applicable to your case.
For individuals
Returns of goods of proper quality are possible within 14 calendar days from purchase provided the original condition, consumer properties and completeness are preserved.
The product must show no signs of use or damage to the packaging or the product itself.
Refunds are made to the same payment instrument within 10 business days from the return decision.
Return shipping costs are paid by the buyer, except when the product does not match declared specifications.
If the delivery cost was included in the product price, it will be withheld on return of goods of proper quality.
A proof of purchase is required (receipt, invoice, contract).
For legal entities
Returns are possible within 7 business days from receipt provided the original condition and completeness are preserved.
Refunds are made to the buyer’s bank account within 5 business days after a return decision and receipt of the goods.
All return transport costs are paid by the buyer unless otherwise stated in the supply contract.
For returns of goods of proper quality, a 10% handling and logistics fee is withheld.
Returns are documented by a return act signed by both parties.
For legal entities, returns are governed by the supply contract.
Return and exchange timelines
1
Request submission
Return/exchange requests are accepted within 14 days (individuals) or 7 business days (legal entities) from receipt of goods.
2
Request review
The request is reviewed and a decision is made within 3 business days after receiving the request and required documents.
3
Return of goods
The goods must be returned within 7 business days after a positive return decision.
4
Refund
Funds are refunded within 10 business days (individuals) or 5 business days (legal entities) after receipt and inspection of the goods.
Refund procedure
Refunds depend on payment method and buyer type.
For individuals
Cash: refund in cash on the day of return during a personal visit.
Bank card: refund to card within 10 business days after a return decision.
Electronic payment systems: refund to e‑wallet within 5 business days.
Bank transfer: refund to the specified bank account within 10 business days.
For legal entities
Bank transfer: refund to the buyer’s bank account within 5 business days after receipt of goods and signing the return act.
Prepayment: refund is proportional to the value of returned goods.
Advance payment: refunded in full if the order is cancelled before shipment.
For returns of goods of proper quality, a 10% fee is withheld.
Reasons for return and exchange
Return is possible
The product does not match declared specifications
Manufacturing defect is found
The product does not fit size/shape/dimensions (for goods of proper quality)
Incomplete completeness
Damage during transportation
Delivery deadlines were violated and were critical to the buyer
The product does not match the description on the website or in the catalog
Return is not possible
Goods made to individual order
Goods purchased for a specific customer
Goods have lost their original condition or show signs of use
Return period has expired (14 days for individuals, 7 days for legal entities)
Damage caused by the buyer
Goods that cannot be returned due to sanitary/hygienic requirements (if applicable)
Important: Individually manufactured or customer‑specific goods are not returnable, except in cases of manufacturing defects or non‑conformance confirmed by an expert report.
Return request
To process a return, please send a written request stating the reason and attach the necessary documents.
Sample return request
To the General Director
GTS RUS LLC
From: [Full name]
[Registration address]
[Phone number]
[Email]
REQUEST
for return of goods and refund
I, [Full name], purchased from GTS RUS LLC on [date] the following goods:
- Product name: [specify]
- Article/part number: [specify]
- Quantity: [specify]
- Price: [specify] RUB
- Contract/invoice number: [specify]
- Purchase date: [specify]
Reason for return: [specify]
According to Article 25 of the Law of the Russian Federation “On Consumer Protection”, I request:
1. To accept the goods back
2. To refund the amount of [amount] RUB
3. To refund to [specify refund method]
Attachments:
- [Copy of receipt/invoice]
- [Documents confirming defect, if applicable]
- [Other documents]
Date: [date]
Signature: [signature]