Frequently Asked Questions:

1. I was unable to accept the delivery; can I schedule a new one?
According to clause 5.15 of the Public Offer, if you are unable to accept the delivery, you may arrange for a paid re-delivery on another day (clause 20 of the Rules approved by Russian Government Decree No. 2463 dated December 31, 2020).

2.How long will it take to receive a refund upon returning a product?
We process refunds within 10 days from the date the returned product is received by the seller, along with the return request (Article 22 of the Russian Federal Law “On Protection of Consumer Rights” and the Rospotrebnadzor Clarification dated April 27, 2017). We will notify you via SMS regarding the receipt of the product and the transfer of funds to your account. For further details, refer to clause 7.3.5 of the offer or section 10 of this article.

3.What methods can I use to return a product?
We offer the following methods for returning products, regardless of how the order was received:
Free returns can be made at our store located at 13 Prechistenka Street, Boutique-Atelier "MASTERSUIT."

4.Can I return a product via courier?
The seller is not legally obligated to accept returns via courier, so this option is not available. Exceptions are made for large items or items weighing more than 5 kg that require repair, discount, or replacement.

5.Should I always address return questions to "MASTERSUIT"?
For issues related to the return of products with defects, you may also contact the manufacturer or importer of the product.

6.What is the deadline for returning a product in good condition?
"MASTERSUIT" allows returns of products in good condition within 14 calendar days, excluding the day of purchase. The product must retain its original appearance (including labels) and consumer properties.

7.What are the deadlines and procedures for returning defective products?
7.1. Within the warranty period, the Buyer has the right to request the return of a defective product from the manufacturer, seller, or importer.
7.2. The warranty period for clothing and footwear, unless specified otherwise by the manufacturer or GOST, is 30 calendar days from the date of purchase. If the manufacturer’s warranty period exceeds 30 calendar days, the manufacturer’s warranty applies.
7.3. The warranty period for footwear starts from the beginning of the relevant season. The start of each season is determined by the Russian Federation's authorities based on local climate conditions (Paragraph 2, Article 19 of the Russian Federal Law “On Protection of Consumer Rights”). In Moscow, the seasonal periods are set by Moscow Government Decree No. 466-pp dated July 16, 2013: Winter - November 1 to March 1; Spring - March 1 to May 1; Summer - May 1 to September 1; Autumn - September 1 to November 1.
7.4. If a warranty period is set for the product, the Seller is responsible for defects unless they prove that the defects occurred after the product was handed over to the Buyer due to misuse, improper storage, or transport by the Buyer, third parties, or force majeure.
7.5. If the warranty period is less than two years and defects are discovered after the warranty period but within two years, the Buyer can make claims to the Seller (or manufacturer) if the Buyer proves that the defects arose before the product was delivered to the consumer or due to reasons occurring before that moment.

8.When should the Buyer address claims directly to the manufacturer instead of "MASTERSUIT"?
You should address claims directly to the manufacturer if a significant defect is discovered more than 2 years after receipt of the product and the warranty period has expired. You must prove that the defect is significant and occurred before the product was delivered or due to reasons arising before that moment (Part 6, Article 19 of the Russian Federal Law “On Protection of Consumer Rights,” and Section 7 of the “Review of Court Practice on Consumer Protection Disputes Related to Goods and Services” approved by the Presidium of the Supreme Court of the Russian Federation on October 17, 2018).

9.Must the Buyer prove the existence of defects when returning a product?
Only if the warranty period has expired or is absent; otherwise, the Seller is responsible for verifying the product’s condition (Part 6, Article 18 of the Russian Federal Law “On Protection of Consumer Rights”).

10.What is the order of refunding money to the Buyer and returning the product to the Seller?
According to Article 22 of the Russian Federal Law “On Protection of Consumer Rights” and the Rospotrebnadzor Clarifications dated April 27, 2017, refunds are processed only after the product is returned to "MASTERSUIT" for verification of its condition and consumer properties or for an expert assessment in the case of returning defective products.

11.What happens if I do not provide my details for a refund or provide incomplete (incorrect) information?
Unfortunately, we will be unable to process the refund until all necessary information is provided. We request your cooperation in fulfilling this obligation by providing the required information promptly (Part 3, Article 307 of the Civil Code of the Russian Federation).

12.Can I receive a refund using a different method than the payment method used?
If payment was made by card, we cannot refund the amount in cash as it is prohibited by law (Clause 2 of the Central Bank of Russia Instruction No. 3073-U dated October 7, 2013; Letter from the Federal Tax Service of Russia dated September 15, 2008, No. 22-12/087134). If payment was made in cash, you can specify bank transfer as the preferred refund method and provide us with complete account details.

13.Can I have the refund transferred to a different card than the one used for payment?
Yes, please provide the details of the current card when processing the return.