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Return Policy of the TobiPaczka Service

Effective Date: 06.07.2026. Last updated: 06.07.2026.

1. General Provisions

1.1. These Rules are an integral part of the Terms of Use of the tobipaczka.com service (hereinafter — the "Site") and define the procedure for cancelling services, returning goods, and issuing refunds.

1.2. The tobipaczka.com service provides services for the purchase (acquisition) of goods on behalf of the Customer and international delivery services, as well as other services posted on the Site. The Service Provider acts as an intermediary and freight forwarder and is not the seller or manufacturer of the goods. The seller of the goods is a third-party store (hereinafter — the "Seller").

1.3. This establishes a key distinction:

  • return and cancellation of the Service Provider's services (purchase, delivery, advertising, other services) are governed by Section 3;
  • return of the goods is governed by Section 4 and, above all, by the Seller's terms and applicable law, since the seller of the goods is the Seller, not the Service Provider.

1.4. These Rules do not limit or cancel the mandatory consumer rights provided for by the legislation of Ukraine and the European Union.

2. Key Definitions

  • Service Provider — the international logistics company "TobiPaczka", providing services through the Site.
  • Customer — the person who has ordered the services; if it is a natural person purchasing services for personal needs, they are a consumer.
  • Seller — a third-party store/marketplace from which goods are purchased on behalf of the Customer.
  • Services of the Service Provider — purchase services, international delivery services, as well as other services (including advertising, informational) ordered on the Site.
  • Goods — items purchased from the Seller on behalf of the Customer.

3. Cancellation of the Contractor's Services and Refunds

3.1. Cancellation before commencement. The Customer has the right to cancel the ordered service before execution begins. In case of such cancellation, the amounts paid are refunded minus the expenses actually incurred by the Service Provider (e.g., bank fees, already paid charges).

3.2. Purchase service. From the moment the goods are purchased from the Seller, the purchase service is considered rendered. After this point, the service fee for the purchase and any incurred expenses are non-refundable, except in cases provided by law. Further return concerns the goods themselves and is governed by Section 4.

3.3. Delivery service. The cost of delivery that has already been carried out (the goods have been shipped/delivered) is non-refundable. If delivery has not yet begun, its cost is refunded.

3.4. Other services (advertising, informational, etc.). Services that are provided over a certain period or on a one-time basis are considered rendered upon their provision and are non-refundable in this part. If the service has not commenced, the Customer has the right to cancel it with a refund of the amounts paid minus the expenses actually incurred. Specific terms of individual services may be defined in the description of such a service on the Site or in a separate agreement.

3.5. Right of withdrawal under a distance contract. The Customer has the legally established right to withdraw from a contract concluded at a distance within 14 days (Article 13 of the Law of Ukraine "On Protection of Consumer Rights"; for EU consumers — Directive 2011/83/EU). This right does not apply, in particular, to services that, with the consumer's consent, were fully performed before the expiry of the withdrawal period, as well as to goods made to the consumer's specifications or clearly personalized.

4. Return of Goods of Proper Quality

4.1. Since the seller of the goods is the Seller, the right to return or exchange the goods themselves is exercised in accordance with the Seller's terms and applicable law. The Service Provider provides reasonable assistance in liaising with the Seller, but is not the party obliged to take back the goods, unless otherwise provided by law.

4.2. Practical specifics of cross-border return. The goods are purchased abroad and delivered to Ukraine, so returning the goods to the Seller may involve significant international shipping costs, and the Seller's return acceptance period may have expired by the time the Customer receives the goods. These circumstances should be considered before placing the order.

4.3. Conditions of return. Return of goods of proper quality (in cases where it is permitted) is possible if the goods have not been used and remain in their original, resalable condition (free of scratches, chips, or scuffs), with all seals and factory tags attached, and proof of purchase is provided.

4.4. Deadline. A claim for the return/exchange of goods of proper quality is made within the period established by law or the Seller's terms. For distance contracts, the withdrawal period is 14 days and is calculated, as a rule, from the day of receipt of the goods.

4.5. Return costs. The return of goods is carried out at the Customer's expense, unless otherwise provided by law or agreed with the Seller/Service Provider.

4.6. Exceptions. Items included in the list of non-returnable goods under the applicable laws of the Seller’s country (including EU Directives) are not eligible for exchange or return; for sellers from Ukraine, this is in accordance with Resolution No. 172 of the Cabinet of Ministers of Ukraine dated March 19, 1994.

5. Goods of Improper Quality, Damaged, or Incorrectly Provided

5.1. Defects of the goods (manufacturing defects, non-conformity with the description). The Seller/manufacturer is responsible for defects in the goods. The consumer's rights (replacement, elimination of defects, refund, etc.) are exercised against the Seller in the manner provided by law and the Seller's terms; the Service Provider provides reasonable assistance in filing the relevant claims.

5.2. Damage or loss during transportation. If the goods are damaged or lost during international delivery, a claim is filed against the carrier in the established manner. The Recipient is advised to check the integrity of the shipment upon receipt and record visible damage (e.g., via a damage report, photos, or video). The Service Provider assists in filing such a claim.

5.3. Service Provider's error. If the Service Provider, through its own fault, purchased goods that do not correspond to the agreed order (e.g., a different item), the Service Provider remedies the violation at its own expense (in particular, by refunding the amounts paid or agreeing on another solution with the Customer).

6. Return Procedure

6.1. To file a return or a claim, the Customer contacts the Service Provider at info@tobipaczka.com and provides: the order number, the name of the goods/service, the reason for the request and, if necessary, supporting materials (photo, act, payment document).

6.2. The Service Provider reviews the request within a reasonable time, informs the Customer about the further procedure and, if necessary, about the details and method of returning the goods.

7. Refund of Funds

7.1. Funds are refunded to the account specified by the Customer, using the same method by which the payment was made, unless otherwise agreed by the parties.

7.2. The refund is made after receiving and checking the goods (when returning goods) or after confirming the grounds for the refund (when canceling a service) — within the period established by law (as a rule, within 14 days; for certain payment methods, the actual crediting may take additional bank/payment system time).

7.3. Non-refundable components may be deducted from the refund amount: the service fee for already rendered services, the cost of already completed delivery, bank fees, as well as other expenses actually incurred. Paid customs duties (duty, VAT) are not refunded by the Service Provider, as they are remitted to the government; the issue of their refund (if there are grounds) is resolved separately with the customs authorities.

8. Cases Where Returns Are Not Accepted

A return is not carried out, in particular, if: the service is fully provided with the Customer's consent before the expiry of the withdrawal period; the goods belong to categories not subject to return/exchange (clause 4.6); the return conditions for goods of proper quality have been violated (clause 4.3); the established deadline has expired; defects of the goods arose as a result of their improper use by the Customer. This clause does not limit the mandatory consumer rights provided by law.

9. Final Provisions

9.1. These Rules are interpreted and applied in accordance with the legislation of Ukraine; mandatory provisions of EU consumer protection law also apply to consumers from the EU.

9.2. The mandatory consumer rights are not limited or canceled by these Rules. In matters not regulated by these Rules, the Terms of Use and the Privacy Policy of the service apply.

9.3. Contact details:

  • phone +380‑68‑67‑32‑368;
  • email: info@tobipaczka.com.