This Policy sets out the procedure for claims, returns and exchanges of goods purchased from Individual Entrepreneur Olena Oleksandrivna Temper via the website https://idlo.com and forms an integral part of the Public Offer.
This Policy applies to individuals purchasing goods for personal use. Mandatory consumer rights established by law take precedence over the terms of this Policy.
1. Food Products of Proper Quality
Freeze-dried and dried meals, snacks, drinks and other food products of proper quality are not subject to exchange or return, as they are included in the list of goods approved by the Cabinet of Ministers of Ukraine.
This restriction does not apply to the cases described in Section 2.
2. Defects, Errors or Order Discrepancies
Please contact us if you have received:
- a product past its expiry date;
- a product showing signs of spoilage or containing foreign matter;
- a product with damaged sealed packaging;
- the wrong product or the wrong quantity;
- an order with any other discrepancy.
In such cases, you may request a replacement or a refund, and exercise any other rights provided by law.
All costs related to improper quality, damage before delivery to you or an error on the Seller’s part, including return shipping and delivery of a replacement, are paid by the Seller.
3. Non-Food Products
Non-food products of proper quality may be returned within 14 days of receipt, provided that they have not been used, their appearance, consumer properties, seals, labels and packaging have been preserved, and they are not included in the list of goods that are not subject to return. In this case, return shipping costs are paid by the buyer.
4. How to Contact Us
Email us at info@idlo.com or call +380 66 099 55 05.
Please include in your request:
- order number and date;
- buyer’s name;
- contact details;
- product name;
- description of the issue;
- preferred resolution.
If possible, attach photos of the product, packaging, batch number and expiry date. The absence of photos, an unboxing video or the shipping box is not in itself grounds for refusing to consider your request.
5. Returning Goods
If the goods need to be returned, after you contact us we will provide:
- the return address;
- the recipient;
- the carrier;
- how to arrange and pay for shipping.
We do not recommend sending goods back without prior agreement. If a physical return is impractical or unsafe, we may agree on another way to confirm the issue and the next steps.
6. Timeframes
We acknowledge receipt of your request within 1 business day and notify you of our decision within 1–3 business days.
Refunds are made within 1–3 business days after the return is agreed, or, for non-food products returned under Section 3, after we receive the goods. In any case, the timeframes for handling requests and issuing refunds do not exceed those established by law.
7. How Refunds Are Made
Refunds are made via the payment service, using the same method as the original payment. If this is not possible, the refund may be made to the IBAN account of the buyer or payer by agreement. We will never ask for your CVV/CVC, PIN or one-time bank codes to process a refund.
8. Seller Contact Details
Individual Entrepreneur Olena Oleksandrivna Temper, RNOKPP 3032815763
Email: info@idlo.com, phone: +380 66 099 55 05
The address for returning goods is provided to the buyer once the buyer has contacted us and the return has been agreed.