Returns, exchanges and cancellations

Exchanging or returning goods of proper quality

• A door of proper quality (without defects) can be exchanged within 10 days of purchase (or refunded if no identical item is available) (Art. 18 of the Consumer Rights Protection Law); withdrawal from a distance sale and refunds follow Art. 28¹ of that Law and Art. 27 of the E-commerce Law.
• Conditions: the door has not been fitted or used, not trimmed or drilled, and its condition, labels and packaging are intact.
• Hardware sets (handles, locks, hinges) must be complete and in their packaging.

Made-to-order products

• Special statutory rules on returning and exchanging goods of proper quality may apply to products made to your order (non-standard size or a special colour). The terms of such an order are agreed in advance and confirmed in writing.
• If a defect is found, the «Defective products» rules below apply in full to made-to-order products too.

Defective products

• If a defect is found, you may require under the law: replacement, repair of the defect at no cost to you, a proportionate price reduction, or termination of the contract with a refund.
• Contact us as soon as possible and send clear photos of the defect (overall view, close-up, packaging label).
• If needed, the product is inspected. Replacement period: 7 days from the claim, or 20 days if extra checking is needed (Law 221-I, Art. 14).

Cancelling an order

• An order can be cancelled before the goods are handed over. Any amount paid is refunded in accordance with the law.
• Cancellation terms for products being made to order are agreed when the order is placed.

Documents

• The order number or proof of purchase (receipt, waybill, warranty certificate). Under the law, a missing receipt is not a reason to refuse a claim — other evidence is accepted.
• An identity document (for refunds).
• For defects — photos or a video.

How refunds are paid

• Refunds go back by the same method as the payment (cash, card, bank transfer, Click/Payme). We never ask for a card number, expiry date, CVV or SMS code.
• Refunds are paid only to the order owner or a person holding their power of attorney.

How to make a request

• Fill in the form below or message our specialist: Shahlo Nur, +998 77 265 52 57 (also via the Telegram bot).
• We review the request, ask for more photos or an inspection if needed, and tell you the decision.

Your statutory rights

This policy does not limit your rights under the Law of the Republic of Uzbekistan “On Protection of Consumer Rights” (No. 221-I of 26.04.1996) and the Civil Code. Where this policy and the law differ, the law applies.