Exchange and return

To process a return or exchange of an item in our online store, please follow the step-by-step instructions:

Read the terms of return and exchange

Before you start the return or exchange process, make sure that your item meets the conditions. Return or exchange is possible if the item has not been used, has retained its presentation, packaging and all tags. We accept returns within 14 days of receiving the item.

Contact our support team

To start the return or exchange process, send a request to our support team. To do this, follow these steps:

• email us at info@turnstile.com.ua or call the numbers listed on the website;
• in the subject line, indicate: "Return/Exchange of goods".
• in the body of the letter, indicate: your order number; the name of the goods you want to return or exchange; the reason for the return or exchange (the size did not fit, the goods are defective, etc.); your contact information (name, phone number).

Important: if the goods are defective, please attach photos of the damage.

Wait for confirmation from us

After receiving your request, our manager will contact you within 1-2 business days to clarify all the details of the return or exchange and provide you with further instructions.

Prepare the goods for shipment

• pack the goods in the original packaging to avoid damage during transportation;
• include in the packaging all the documents that came with the goods (receipt, invoice, etc.).

Send the goods

• return address: Kiev, 03056, st. Borshagovskaya 154A;
• you can send the goods via any transport company of your choice (for example, Nova Poshta);
• please send the goods to the address that our customer service will provide you. 

Payment for delivery

• if the goods are returned due to a defect or an error in fulfilling the order on our part, we pay the cost of return;
• in case of returning the goods on personal initiative (the size did not fit, changed your mind), the return of the goods is carried out at the expense of the buyer.

Expect a refund

After receiving and checking the goods, we will refund the funds to your card or within 7 working days invoice (depending on the payment method selected when ordering).

If you have any additional questions, please contact our support service by phone, listed on the website or by email info@turnstile.com.ua. We are always happy to help!

Which products are not subject to return?

Return of goods is not possible in the following cases:

• goods not kept in the original packaging or used;
• goods that have lost their presentation, including damage, dirt or traces of use;
• custom-made goods or goods made to individual parameters;
• electronic devices, if they were used or damaged after receipt.

If you have any doubts about the return, please contact our customer service for details.

When does the warranty start?

The warranty period is the period during which the buyer, having discovered a shortage of goods, has the right to demand that the seller or manufacturer take measures to eliminate the defect. The seller must eliminate the defects unless it is proven that they arose due to the buyer's violation of the operating rules.

The warranty period begins on the day the goods are transferred to the consumer, unless otherwise provided by the contract. If it is not possible to determine the date of purchase, the warranty period begins from the date of manufacture. When ordering goods from an online store, the warranty period begins on the date of delivery.

Warranty service includes:

1. Elimination of product defects at an authorized Service Center;

2. Replacement of the product with a similar one without additional payment;

3. Replacement of a similar product with an additional payment;

4. Return of goods and transfer of funds to the buyer's account