1.2. An unclaimed paid order is one that has not been received by the Consultant within 30 days of receipt at the point of delivery (on the 31st day, it must be returned to the warehouse after receiving return confirmation via feedback).

1.3. A claim is an item returned after the order has been issued to the Consultant (or during fitting) in accordance with the Company's return policies. More detailed information on the terms of return for claims can be found here>>

2. A product can be accepted from a Consultant following a complaint after the order is issued at the CP, in the following cases:

2.1. Defective products are discovered. At the time of filing a complaint, a Complaint Report is printed in triplicate and signed by the CP Owner and Consultant.

The Company does not accept complaints regarding defects caused by improper storage or misuse of the product. In the event of a dispute, please contact the feedback form to arrange for the complaint to be filed.

The Company reserves the right to reject the complaint, deducting the cost of the product from the agency fee in accordance with the agency agreement.

2.2. Return of quality goods with an additional level of protection (marked on the website with a special Return Possible sign) can be made within 14 days of receipt at the CP; (for DENAS products – 7 days). At the time of filing a claim, a Report is printed in triplicate and signed by the CP Owner and Consultant.

3. A product can be accepted for a claim at the time of order pickup, provided that the product can be tried on (marked on the website with a special Trying on possible icon).

A consultant may try the product on at the collection point and refuse the product. The collection point owner can file a try-on claim for a partial refund.

4. Unclaimed orders and goods subject to claims must be returned to the RDC within 7 days (or other timeframes agreed upon in advance), accompanied by a Return Consignment Note

Unclaimed orders must not be opened;

Goods subject to claims must be accompanied by a Certificate signed by the Consultant and the CP Owner.

If goods are not shipped on time, the RP may be automatically blocked from processing orders.

5. Generating a Return Consignment Note document

A return consignment note can be generated in two ways:

5.1 Fill in manually:

Example of filling out an invoice>>

Download a return invoice>>

5.2 Make from a CP personal profile (CP reports/(agents)/Return invoices on CP:

Manual on making an invoice from the CP personal profile:

5.2.1 Enter the CP personal profile: CP reports/(agents)/Return invoices on CP

Choose your CP (offered in the unified option).

5.2.2. Select the start date – the date following the last return shipment date (the date can be found on the previous return note – one copy of the document is kept at the CP)

5.2.3. Select the end date – the previous or current date (if you are issuing the return note after a business day and there will be no more claims or returns)

5.2.4. After selecting the date, click the Print button. The document will be generated in PDF format.

5.2.5. The document can also be generated in Excel format by clicking the View button.

5.2.6. В возвратной накладной необходимо заполнять только кол-во коробок: ВСЕГО передано мест (общее количество коробок переданных на склад), поставить подпись и расшифровку подписи.

Колонки: Ед. изм. (коробка/сборная коробка) и Количество (если целая коробка) не заполнять.

5.2.7 When generating a Return Invoice for the selected dates, it will include all claims (status "in transit") and unclaimed orders (status "delivering") that have not yet been accepted by the RDC.

This means that when generating a Return Invoice, please take into account the dates of completion and the time the invoice was generated: It is advisable to generate the invoice at the end of the working day or enter the date of the previous day to avoid duplicating claim (or return) numbers.

6. Packaging Returns (Claims and Unclaimed Orders)

6.1. Claims. Returned goods must be placed in the box(es).

A label must be attached to the box(es) indicating the name and CP code, type of claim (defective, mis-sorted, return of quality goods, partial redemption).

Download label for returns from CP

6.1.1. When filing a claim for a product (defective, incorrectly sorted, or try-on), a return form printed from the website when filing the claim and signed by the Buyer must be included in the box along with the product. The return type must be indicated on the box as Claim. If multiple products with different claim types need to be sent (e.g., defective, quality, partial repurchase), these items must be packaged in separate boxes.

Important! When filing a claim, you must indicate the correct claim type: defective, incorrectly sorted, return of a quality product, or partial repurchase (for example, you cannot return a quality product under a claim indicating "defective," etc.).

If the claim is incorrectly filed, the product will be returned to the collection point, and the cost of the product will be deducted from the agency fee.

Important! If the collection point does not provide the correct documentation or intentionally creates incorrect claims, the Company reserves the right to refuse to consider such a claim. The product will be returned to the collection point, with the agency fee reduced by the cost of the product.

6.2. Unclaimed, Unpaid, and Paid Orders (hereinafter, Unclaimed Orders).

If an unclaimed order is returned, the box must be marked "Return." The invoice (order form) must be kept inside along with the item.

6.2.1. The box for a custom-assembled order must not be opened. If the packaging is damaged, the Company reserves the right to refuse such a return and deduct the order amount from the agency fee.

6.2.3. If an order contains goods in special packaging (i.e., your delivery note contains special packaging), then opening the box for inspection is permitted to verify the order. Goods in special packaging must be packed in a separate box labeled RETURN TO SU for order #_____."

If multiple unclaimed orders containing goods in special packaging are returned on the same day, such goods are also packed in a single box with multiple order numbers indicated on the label (RETURN TO SU for orders #_____, #_____, etc.).

6.3. Returns to the collection point must be prepared in advance and handed over to the driver using return labels. These labels must be completed before the driver arrives, but the number and date must be indicated only in the driver's presence (this precludes rewriting documents if the driver is unable to accept returns on the same day for objective reasons). The labels are issued in triplicate – two copies are handed over to the driver with the return boxes at the warehouse, and the third copy, signed by the driver, remains at the collection point.

7. In case of untimely and improperly executed return invoices and return packaging (claims and unclaimed orders), the transport company has the right not to accept such returns.