Returning goods to an online store

A product return is the process in which a shopper gives a purchased item back to the seller and receives money or an exchange. In Ukraine, the shopper's rights are defined by the Law "On Consumer Rights Protection," and the rules for returning an online purchase depend on whether the product is of proper quality and on how the contract was concluded.

This is not legal advice: what follows sets out what the sources say, with links. The law changes, so check the text against the current version before publishing rules on your site.

Checked on November 4, 2026.

What the text of the law says

Below is the text of the current Law No. 1023-XII of 12.05.1991 as published on the Verkhovna Rada portal: zakon.rada.gov.ua/laws/show/1023-12, latest version of 24.12.2024. Articles 9 and 12 in this version also apply to online sales.

Article 9: exchange of goods of proper quality:

• A non-food item of proper quality can be exchanged for a similar one within 14 days, not counting the day of purchase, unless the seller announced a longer period.
• The item must be unused, with its appearance, consumer properties, seals, tags and proof of purchase preserved.
• There is a list of goods that cannot be exchanged, approved by the Cabinet of Ministers.
• If there is no similar item, the consumer may choose another product with a surcharge or refund of the difference, terminate the contract, or wait for a similar item.
• When the contract is terminated, the money is returned at the price at the time of purchase: on the day of termination, and if that is impossible, no later than 7 days (Art. 9).

Article 12: contracts concluded away from commercial or office premises:

• The buyer may withdraw from the contract for goods by notifying the seller within 14 days of receiving the contract document or the goods themselves, whichever is later.
• The seller returns the money without delay and no later than 30 days after the notice; under this article the seller bears the cost of the return, and a penalty of 1% of the item's value per day of delay applies for late payment (Art. 12).

What is changing

• The Ministry of Economy approved a standard form for withdrawing from a distance contract (order No. 26021 of 15.11.2024, news of 24.12.2024): the right to withdraw within 14 days of the day the contract is concluded or the goods are received. The order takes effect together with the new law, once martial law ends (Liga:Zakon).
• The new Law No. 3153-IX "On Consumer Rights Protection" was adopted on 10.06.2023, but it takes effect no earlier than the day martial law is ended or lifted (a year after publication). As of November 4, 2026, it has not yet taken effect, so the 1991 law applies; check the current version at zakon.rada.gov.ua.
• Draft law No. 15100 "On Out-of-Court Resolution of Consumer Disputes" was submitted to the Rada by the Cabinet of Ministers in late March 2026. It removes the unconditional right to exchange goods of proper quality within 14 days when buying in a store (keeping it if the seller has provided for such a right), keeps the right to withdraw without giving a reason for distance sales, and provides for refunds by the same payment method (Liga:Zakon, 31.03.2026). On June 4, 2026, the relevant economic development committee recommended adopting it in the first reading, subject to revision (Liga:Zakon, 08.06.2026). There is no information on its adoption in the Rada, so it is not law and does not change the current rules.

How much is returned and why it matters to business

According to a report by NRF and Happy Returns (published October 15, 2025), US retailers expected returns of $849.9 billion in 2025, which is 15.8% of annual sales; online, about 19.3% of sales are returned. The same report says 9% of returns are fraudulent (NRF). This is US data and can be taken only as a guideline for the Ukrainian market. There is no more recent NRF report, and there is no Ukrainian data on the share of returns at all.

Return policy also affects purchases: according to Baymard (update of 22.09.2025), 13% of shoppers who abandoned checkout named an unsatisfactory return policy as the reason (Baymard). See cart abandonment.

Calculation example (illustrative numbers)

A store sold 500 orders worth 1,000,000 UAH. 60 orders (12%) worth 120,000 UAH were returned. If a one-way return costs 90 UAH, and inspection and repackaging another 50 UAH, then the store spends 140 UAH on each return, 8,400 UAH in total, not counting goods that lost their saleable condition. These costs go into unit economics.

Common mistakes

• The return rules are hidden at the bottom of the page: if the return policy worries the shopper, they should be able to find it before checkout.
• The "14 days" period is not specified: from purchase or from receipt.
• The rules on the site contradict the law: what is written in the offer does not cancel consumer rights.
• Not accounting for who pays for shipping back, and how it relates to cash on delivery.

FAQ

How many days do I have to return goods to an online store? Under the current Law No. 1023-XII: 14 days for exchanging goods of proper quality (Art. 9) and 14 days for withdrawing from a contract concluded away from commercial premises (Art. 12). The new law and draft law No. 15100 may change this, so check the version.

When must the store refund the money? Under Art. 9, on the day of termination of the contract, and if that is impossible, no later than 7 days. Under Art. 12, no later than 30 days after notice of withdrawal.

Can goods be returned without a reason? Under Art. 12, the buyer withdraws from the contract by notifying the seller; the text of the article does not require reasons.

Can all goods be returned? No, the Cabinet of Ministers approves a list of goods that cannot be exchanged.

Who pays for delivery on a return? Under Art. 12, the seller bears the cost of the return. For exchange, Art. 9 does not regulate this directly, so set the rules out in the offer.

Related terms

• Cash on delivery and unclaimed parcels
• Fulfillment
• Cart abandonment
• Unit economics of an online store

Sources

• Закон України «Про захист прав споживачів» № 1023-XII, ст. 9 і 12 (редакція від 24.12.2024) — zakon.rada.gov.ua/laws/show/1023-12
• Закон України «Про захист прав споживачів» № 3153-IX від 10.06.2023 (ще не чинний, редакція від 02.03.2026) — zakon.rada.gov.ua/laws/show/3153-20
• Ліга:Закон, 08.06.2026, комітет підтримав законопроєкт № 15100 — jurliga.ligazakon.net/news/244498_pozasudove-virshennya-spozhivchikh-sporv-proflniy-komtet-pdtrimav-zakonoprokt
• Ліга:Закон, Мінекономіки затвердило типову форму заяви та інструкцію для відмови від дистанційного договору — biz.ligazakon.net/news/232862_zakhist-prav-spozhivachv-mnekonomki-zatverdilo-tipov-formi-zayavki-ta-nstrukts-dlya-vdmovi-vd-distantsynogo-dogovoru
• Ліга:Закон, Скасування обов'язкового повернення товару протягом 14 днів — biz.ligazakon.net/news/243183_skasuvannya-obovyazkovogo-povernennya-tovaru-protyagom-14-dnv-shcho-gotu-uryad-dlya-pokuptsv-ta-bznesu
• NRF і Happy Returns, Consumers Expected to Return Nearly $850 Billion in Merchandise in 2025 — nrf.com/media-center/press-releases/consumers-expected-to-return-nearly-850-billion-in-merchandise-in-2025
• Baymard Institute, Cart abandonment rate statistics — baymard.com/lists/cart-abandonment-rate