Consumer claim to a seller

When you need it

A claim (претензія) is a written demand to a seller or service provider: fix a defect, replace goods, refund money. It fixes your demand and its date, and normally precedes a complaint to the consumer-protection authority or a lawsuit.

Where and how to file

A claim is addressed directly to the seller or service provider (not to a state body). State:

• to whom: the seller's name and address (from the receipt or the business register);
• from whom: your name, address, contacts;
• the facts: what, when and where you bought, what defect appeared;
• your demand with reference to art. 8 or 9 and a deadline to respond;
• annexes: copies of the receipt, warranty card, photos of the defect;
• date and signature.

Prepare two copies: hand one in against signature (or send by registered mail with a content list), keep the other. You may also send the claim electronically — by e-mail or via the seller's form — if you keep proof of sending. There is no dedicated state e-service for claims, but a complaint to the consumer-protection authority about the seller's refusal can be filed online (see below).

Your rights

Under art. 8 of the Law "On Consumer Protection", if a defect appears within the warranty period you may demand a proportional price reduction, free repair, or reimbursement of repair costs. For a material defect — termination of the contract with a refund, or replacement.

Goods of proper quality can be exchanged (or returned if no analogue is available) within 14 days if unused and in original condition (art. 9); there is a list of non-exchangeable goods.

Claims are considered upon presentation of the payment document (receipt, e-receipt), and for warranty goods — the technical passport or equivalent.

If refused

You can complain to the State Service for Food Safety and Consumer Protection online — via the form at consumer.dpss.gov.ua or by e-mail to econsumer-info@dpss.gov.ua (no QES needed; attach the receipt, contract and copies of your correspondence with the seller). Alternatively, sue — consumers are exempt from the court fee.

Legal basis

• Law of Ukraine "On Consumer Protection", arts. 8, 9.