If there is a problem with your order, please contact Sushena Radist. We will review the circumstances and help arrange a replacement or refund where provided for by Ukrainian law.
1. How to contact us
Seller: individual entrepreneur Serhii Serhiiovych Zhukovskyi.
- Email: tokmakdiesel@gmail.com.
- Phone: +38 (095) 164 77 28, +38 (097) 438 66 26.
- Collection point and address for in-person enquiries: 4 Rudnytskoho Street, Lviv, Ukraine. Please arrange a visit in advance.
When contacting us, include your order number, the product name and a description of the problem. An electronic or paper receipt and other evidence accepted under Ukrainian law may be used to confirm the purchase. Photos of the product and packaging can help us resolve the issue more quickly, but a video of unpacking is not a requirement for accepting an enquiry.
2. Damaged, unsuitable or incorrectly supplied products
Do not consume a product if it shows signs of spoilage, contains foreign objects, has a broken seal or gives you other reasons to doubt its safety. Where possible, keep the product, label and packaging until we have agreed on the next steps.
If you have purchased a food product that is unfit for consumption, you may request a replacement with a suitable product or a refund. Claims concerning pet treats and other goods of unsatisfactory quality are considered under the legislation applicable to the relevant product.
Please contact us as soon as you discover a problem. The grounds and time limits for making a claim are determined by Ukrainian law, taking into account the product’s characteristics, shelf life and storage conditions.
If you have received the wrong product or quantity, contact us so that we can correct the order. We cover the necessary return shipping costs arising from our error or a product of unsatisfactory quality.
3. Products of satisfactory quality
Food products of satisfactory quality are included in the statutory list of goods that cannot be exchanged or returned on the grounds set out in Article 9 of the Law of Ukraine “On Consumer Rights Protection”. This rule does not remove the buyer’s rights when a food product is unfit for consumption.
The right to withdraw from a distance contract is governed by Article 13 of that Law, subject to its statutory exceptions. Where this right applies to a particular purchase, you may notify us of withdrawal within 14 days of receiving the goods, or within a longer period where provided for by law. Exceptions apply only where there is a lawful basis.
The conditions for exchanging or returning pet treats and other goods depend on their category, condition and the applicable law. Where the law permits an exchange of goods of satisfactory quality, the statutory time limits and conditions apply, including those concerning non-use and preservation of the goods’ saleable condition.
4. Returning goods and receiving a refund
Before sending goods back by post, please contact us so that we can provide the recipient’s details and agree on a convenient return method. This helps organise delivery and does not restrict your right to make a claim. Goods may also be handed over in person at 4 Rudnytskoho Street, Lviv, Ukraine.
We agree the refund method with the buyer. The deadline depends on the legal grounds for the refund and cannot exceed the period established by law. Where the contract is terminated because goods are of unsatisfactory quality, the money is refunded on the day of termination. If this is not possible, another date may be agreed, but no later than seven days after termination.
This policy applies together with Ukrainian law and does not exclude or restrict mandatory consumer rights.