Exchange and returns
These rules are written for retail buyers and do not limit rights granted by the laws of the Republic of Kazakhstan.
1. Goods of proper quality
Non-food goods of proper quality may be exchanged or returned within 14 calendar days of purchase, unless a longer period is set by contract, provided the goods have not been used and the appearance, consumer properties, seals and labels are intact.
Please provide a proof of purchase if you can. Not having it does not by itself cancel the right to exchange or return, if the Buyer can otherwise show that the goods were purchased from ERMART.
2. Exceptions
Exchange and return of goods of proper quality do not apply to categories expressly excluded by Article 30 of the Law of the Republic of Kazakhstan “On Protection of Consumer Rights”, including medicines and medical devices, underwear, hosiery, animals and plants, certain goods sold by the metre, and mobile subscriber devices. Individually made goods are subject to current law and the terms of the order.
3. Defective goods
If a defect is found, the Buyer may make the claims provided by law, including repair, replacement, a proportionate price reduction, or cancellation and a refund — depending on the circumstances and the nature of the goods. Lawful claims cannot be refused solely because the packaging was opened.
4. How to apply
- Write on WhatsApp or call: +7 (708) 935-54-94.
- Give the order number, the product, the date of receipt and your request.
- For a defect, attach a photo or video if you can; not having them does not cancel your legal rights.
- Agree how the goods will be returned to the store or sent back.
5. Inspection and timeframes
The Seller accepts the enquiry and, if needed, inspects quality or arranges an expert review in the manner and within the time set by law. The Buyer is informed of the decision via the contacts provided.
6. Shipping costs
If goods with a confirmed defect or goods sent in error are returned, costs are allocated as required by law. For returns of goods in proper condition, reverse shipping terms are agreed before dispatch and must not restrict the consumer’s rights.
7. Refunds
Money is refunded by a lawful, agreed method after the return is accepted. The exact processing time depends on the payment method used and mandatory legal requirements.