Return policy

RETURN OF GOODS OF PROPER QUALITY

You can return a properly quality item purchased from km20.ru within 14 days of receiving your order. The item must be in its original, unused, unaltered, and unwashed condition with tags, labels, and original packaging.

We do not accept returns for items that appear worn or washed. If the item's appearance is violated, we may refuse to accept the return or exchange.

We recommend returning items in their original packaging with all protective labels and tags. In Moscow, returns can be made in person at the store, where a passport is required. Return address: 125009, Moscow, Stoleshnikov lane, 2, bld. 1, KM20 Concept Store. Phone: +7 (499) 754-86-77

Upon rejecting the item, we will refund its cost, excluding the cost of return shipping, no later than 10 days from the date of the claim, which means that the item with the written return request must arrive at the store.

If the size does not fit, the refund will be for the cost of the item only. If there was an error in order fulfillment, we will refund the cost of the item and shipping. Re-shipping will be at the store’s expense.

Refunds are processed excluding the cost of shipping.

The following items of proper quality cannot be returned:
- Personal hygiene items;
- Perfume and cosmetics;
- Lingerie (bedding, table linen, underwear, including swimsuits and sports tops);
- Hosiery;
- Periodicals and non-periodicals (books, magazines, calendars, single-sheet publications, media publications);
- Jewelry made of precious metals, with gemstones, or precious metals with semi-precious and synthetic stones, or cut gemstones.

RETURN OF GOODS OF IMPROPER QUALITY

If you receive a product of improper quality due to a manufacturing defect, you can return or exchange it for a similar product of proper quality, subject to stock availability and technical feasibility.

Replacement of the item will be made within 7 days of the item’s return to the store, and a refund of the amount paid for the item will be processed within 10 days from the date of the claim, which means that the item with the written return request must arrive at the store.

We reserve the right to refuse a return or exchange if we believe the defect was caused by incorrect use of the item. In case of disputes regarding the quality of the product or the reasons for the defects, we will accept the item from the customer and conduct an inspection.

The customer has the right to participate in the quality check of the item and dispute the inspection results in court. If the inspection confirms that the defects were caused by incorrect use, the customer must reimburse KM20 for the inspection costs and related expenses for storage and transportation of the item.

HOW TO RETURN AN ITEM?

1. Fill out the return form attached to your order (available for download at https://km20.ru/help/return.pdf);
2. Package the form with the item. Please send items in their original packaging inside postal boxes to avoid damage during transit. If the item was packed in a box or cover, return those as well;
3. Send the return shipment without cash on delivery via a courier service of your choice to: 125009, Moscow, Stoleshnikov lane 2, bld. 1, KM20 Store. Phone: +7 (499) 754-86-77.

Once your returned item arrives at the store, we will begin processing it. If there are any questions about the return, we will contact you by phone or email. Upon approval of the return, we will refund the amount using the same method used for payment. Processing return requests and making decisions may take up to 10 days.

Please note that the time for receiving the refund depends on the policies of your bank or payment system used for the purchase.

All cases of exchanges or returns in our store are governed by the laws in force in Russia, specifically: Federal Law of February 7, 1992, N 2300-1 "On Protection of Consumer Rights".