Complaints / Returns and Exchanges
We value every customer and strive to ensure high quality not only of our products but also of our service. If you received a product that:
• does not meet your expectations;
• has a manufacturing defect;
• or was damaged during delivery;
you have the right to submit a complaint, request an exchange, or return the product.
What is a complaint?
A complaint is an official request by the customer to eliminate deficiencies in the purchased product or service. It is submitted in case of defects, discrepancies with the declared specifications, or violation of the contract terms.
Grounds for submitting a complaint:
• manufacturing defects or damage;
• incorrect quantity (product shortage);
• incomplete product (missing details or accessories);
• product damage during transportation.
Complaint submission conditions:
1. Proof of purchase:
• receipt, invoice, warranty card, or other supporting document.
2. Deadlines:
• 24 months warranty from the date of purchase in the case of factory defects;
• If the defect is not manufacturing-related — a paid complaint can be submitted throughout the entire service life.
3. Submission format:
A written request must include:
• buyer’s details;
• product information (name, model, article number);
• name of the part to be replaced (according to the assembly diagram);
• description of the defect or issue;
• your request: repair, replacement, refund, or discount.
4. Photo or video evidence of the defect (if possible).
5. Processing time:
from 1 to 7 days from the date of receiving the request.
6. Contact information:
• If the product was purchased directly from the Miro-Mark factory — send the complaint to: complaints@miromark.com.ua or via Viber: +380996700013;
• If the product was purchased through another store or partner, please contact them directly.
🔹 Important: The warranty claim is free of charge if the product has a manufacturing defect or does not comply with the warranty conditions. If the defect is caused by improper use, damage by the customer, or during delivery/transportation, the warranty claim is subject to a fee or may be rejected if the defect cannot be remedied.
You may exchange a product if:
• you received a product that does not match your order (model, size, color, etc.);
• you want to replace the product with another one (if it has not been used and its original condition is preserved).
Exchange and return conditions:
• Exchange or return is possible within 14 calendar days from the date of receiving the product;
• The product must be in new condition: free of any signs of use, scratches, or damage, and must not have been assembled or installed;
• Receipt, invoice, and full set of components must be provided.
How to request an exchange or return:
1.Submit a written form including:
• buyer’s details;
• product to be returned (name, model, article number);
• product you wish to exchange for (name, model, article number);
• reason for the request.
2.Where to send:
• If purchased directly from the Miro-Mark factory — send your request to complaints@miromark.com.ua or via Viber: +380996700013;
• If the product was purchased through another store or partner, please contact them directly.
3. Coordinate the exchange or return conditions with the manager.
A price difference may apply and will be discussed additionally.
4. Prepare the product:
• in its original packaging,
• with all accompanying documents.
🔹Important:
• Custom-made products (made to specific dimensions or designs) are non-returnable.
• The customer covers shipping costs in case of return or exchange if the product has no defects.
We strive to make the process of submitting complaints, exchanges, and returns as simple and convenient as possible — because we value your trust!