Return and exchange policy
At the nb.in.ua online store, you can exchange or return your item yourself and remotely . There's no need to call a manager in advance, wait for confirmation, or obtain shipping authorization.
The process is simple: check the condition of the item, write a short statement, include it in the parcel, and return the item to the warehouse where you received your order.
1. How much time is there for a return or exchange?
You can return or exchange a product of proper quality within 14 calendar days of receiving it .
The goods are accepted if:
- it has not been used and shows no signs of wear;
- its original appearance has been preserved;
- existing factory labels, tags and stickers;
- the complete set is preserved;
- the original box or packaging is not damaged;
- the product is free of contamination, foreign odors, or mechanical damage.
2. Where to send the parcel
We don't have a single return address. Orders can be assembled and shipped from different warehouses, so the return address depends on where your order was shipped from.
Returns or exchanges must be sent to the same team from which you received the item .
The necessary details can be found on the consignment note or the initial shipment invoice. When placing a return shipment, use the sender's information specified in your order.
There is no need to contact the manager to clarify the address if you have saved the consignment note or information about the initial shipment.
3. What to write in the application
A short, free-form declaration must be included with the product. There is no special form—a regular sheet of paper will suffice.
In your application, please indicate:
- order number;
- buyer's first and last name;
- telephone number and other information provided when placing the purchase;
- brief reason for the appeal;
- What needs to be done - exchange or refund ;
- when exchanging – the desired model, color or size;
- in case of exchange – the city, branch, post office or address where the new item should be sent;
- When returning - bank card details or IBAN for transferring funds.
4. How to prepare goods for shipment
- Check the product for signs of use.
- Place it in its original packaging with all accessories and labels.
- Please include a statement containing the required information inside the parcel.
- Place the original box in additional shipping packaging.
- Find the details of the sending train in the initial consignment note.
- Please arrange for return shipping to the same recipient and address.
- Please keep the new consignment note number until the procedure is completed.
Do not affix the shipping label directly to the original box or tape it. Use an outer box, bag, or other protective packaging for shipping.
5. How does the exchange take place?
After receiving the parcel, warehouse workers check the condition of the goods and their completeness.
If the exchange conditions are met and the item is in stock, the exchange is processed within 3 calendar days from the moment the parcel is received by the team .
The new item will be sent to the address and contact information provided by the buyer in the application.
If the size, color, or style you require is not available, you may be offered a refund or an alternative available option.
6. When are funds returned?
If the buyer chooses a return, the goods are checked at the warehouse after the parcel is received.
If the return rules are followed , funds will be transferred within 7 calendar days from the moment the parcel is received by the team .
Refunds are processed using the details provided by the buyer in the application. The actual time it takes for the transfer to be credited may also depend on the recipient's bank.
7. Who pays for delivery?
If a product of proper quality does not fit in size, color, style, or other characteristics, the buyer pays for return shipping.
In case of exchange of goods of proper quality, re-shipment of the new item is also paid by the buyer.
If a manufacturing defect or order packaging error is confirmed, the seller will cover shipping costs.
8. If a defect or error is found in the order
If you received the wrong model, size, color, or if the item has a possible manufacturing defect, please indicate this in your return and return the parcel to the warehouse where the order was received.
In your application, please briefly describe the problem and indicate the desired outcome:
- exchange for the same product;
- replacement with another model or size;
- refund.
Upon receipt, the goods will be inspected, and further decisions will be made in accordance with the inspection results.
9. Important rules for sending
- Don't send goods to a randomly found address - use the sender's details on your consignment note.
- There is no need to pre-arrange a standard return or exchange with a manager.
- Be sure to include a statement with the order number and buyer's details in the parcel.
- Do not send the parcel with cash on delivery.
- Do not use the original product box as outer shipping packaging.
- Please keep the return shipping receipt until the exchange or refund is completed.
10. Briefly: what needs to be done
- Find the consignment note address of the warehouse from which the order was received.
- Please write a simple statement with your order number, your details, and the reason for your request.
- Please indicate in your application whether you require an exchange or a refund.
- When exchanging, please indicate the new size or model and delivery address.
- Please add your bank details when returning.
- Place the application together with the goods in the parcel.
- Send the goods back to the sending warehouse.
No prior agreement with the manager is required.
The exchange is processed within 3 calendar days after the parcel is received by the team.
Refunds are made within 7 calendar days after the parcel is received by the team.
11. Support service contacts
For standard returns or exchanges, you don't need to contact customer support. If you have additional or non-standard questions, please use the following contact information:
- Email: sale@nb.in.ua
- Phone: +380 800 351 659
12. Seller information
- Seller: Media Hub LLC
- EDRPOU: 41544263
- Legal address: 01001, Ukraine, Kyiv, Khreshchatyk Street, Building 27A, Office 28