Returns and exchanges 

We want every customer to be satisfied with THORSEN products. If your product does not meet your expectations or has a defect, please read the return and exchange policy.

Basic terms of return and exchange

You can return or exchange the product within 14 calendar days after purchase if:

  • the product has not been used and its presentation, completeness, and packaging have been preserved;
  • all documents confirming the purchase are available (fiscal receipt, invoice, warranty card);
  • the product is not included in the list of goods that cannot be returned in accordance with the laws of Ukraine (for example, products made to order).

If the product has a factory defect or does not match the ordered configuration, we will replace it with a new one or refund your money.

Goods that cannot be returned

According to the Resolution of the Cabinet of Ministers of Ukraine No. 172 dated 19.03.1994, exchange and return of certain categories of goods is not allowed. These include, in particular:

  • military or dual-use products, if the packaging was opened and the goods were subjected to exploitation;
  • products manufactured or completed according to the individual order of the buyer;
  • consumables (batteries, cables, accessories) after opening the original packaging.

Return and exchange procedure

  1. Contact our manager by phone or email and inform us of the reason for the return or exchange.
  2. Fill out the return form that we will send you by email.
  3. Pack the goods together with the documents (receipt, warranty card) and send them to the specified address by courier service.
  4. After receiving and checking the goods, we will make an exchange or refund to your bank account within 3-5 business days.

In the case of a return of a good product, the buyer shall pay the transportation costs. If a return or exchange is made due to a defect in the product, THORSEN will reimburse all costs.

Warranty service and repair

All THORSEN products are officially warranted for 12 to 36 months depending on the model. The warranty covers factory defects and malfunctions that occur under normal use.

To receive warranty service, please contact our service center or official partners. For a detailed description of the warranty terms, please see "Certifications and guarantees".

Contact us

To arrange a return or exchange, as well as to get advice, please call:

Our manager will provide you with all the necessary information and help you resolve the issue.

Detailed terms of delivery and payment can be found on the page "Delivery and payment". Learn more about the company in the "About us".


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