Returns and exchanges

Cancellation, return, and exchange rules for goods and services.

Version dated September 22, 2026

The cancellation, return, and exchange procedure depends on whether the order contains goods or services. These rules do not limit any mandatory consumer rights under the laws of the Russian Federation.

To start a request, email alltorion@gmail.com with the order number and your preferred contact method. For defective goods, include a description and photographs where possible.

Goods of satisfactory quality

For a distance purchase, a consumer may reject goods at any time before handover and within 7 days after handover. If written information about the return procedure and period was not provided on delivery, the cancellation period is 3 months from handover.

The goods must retain their presentation and consumer properties. The absence of a receipt does not prevent the customer from proving the purchase by other evidence. No reason is required to return goods of satisfactory quality.

Exceptions

A consumer may not reject satisfactory goods with individually defined properties where they can be used only by that consumer. Other restrictions apply only where expressly imposed by mandatory law.

Terms of a specific offer cannot reduce mandatory consumer rights.

Defective goods

Where a defect is found, the consumer may exercise the remedies provided by the Russian Consumer Protection Law, including replacement, repair, a proportionate price reduction, or cancellation and refund where provided by law.

The return of defective goods and the necessary costs are arranged at the seller's expense where required by law. The seller may inspect quality and, if the cause of the defect is disputed, arrange an expert examination under the statutory procedure.

Cancellation of a service

A consumer may cancel a service agreement at any time, provided the contractor is reimbursed for actual, documented expenses connected with performance of that agreement.

If a service is defective, the consumer may use the remedies and periods established by law. Digital and other intangible offers are governed by the specific offer terms and mandatory law, taking account of their legal nature.

How to make a return

  • Email alltorion@gmail.com with the order number, contact details, and requested remedy. For satisfactory goods, it is enough to state that you wish to return them.
  • Wait for confirmation of the address and available transfer method. A return may be sent by a method that allows the seller to inspect its condition on receipt.
  • Pack the goods securely and include documents or information that identify the order. Do not send a cash-on-delivery return without prior agreement.
  • The customer pays to return satisfactory goods. Costs associated with defective goods are allocated as required by law.

Refunds and exchanges

Payment for returned goods is refunded no later than 10 days after the claim, excluding the seller's cost of collecting satisfactory goods from the customer. The time for funds to appear after the refund depends on the bank and payment method.

Refunds are made through the original payment method unless the parties agree another lawful method. An exchange is available by agreement where a suitable offer is in stock; if an exchange is impossible, the customer may request another remedy provided by law.