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Order Handling & Communication
Order Handling & Communication
Last updated: 9/18/2026
Order flow
How do orders reach me, and how do I confirm them?
How quickly must I accept and dispatch an order?
What should I do if a product is out of stock?
How do public holidays and non-working days work?
Customer communication
Who communicates with the customer - Rozetka or the seller?
In which language must customer communication be conducted?
Who answers product questions and reviews?
Returns, warranty & repairs
What return rights do customers have under Ukrainian law?
How are repairs handled?
How do warranty claims work for a non-resident seller?
Who covers the cost of return shipping?
Performance metrics
What order cancellation rate is acceptable?
What is the seller rating and how it works?
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