Exchange and return
The terms for returns of trading equipment and the use of Torgsoft licenses are described in our Public Offer Agreement .
Returns of trading equipment
We sell and ship trading equipment, accessories and consumables within Ukraine only. We do not ship physical trading equipment outside Ukraine.
Trading equipment in our store is intended for business use.
If the product is in working condition and matches the order, it can be returned or exchanged only after prior approval from Torgsoft.
This is especially important for equipment that we order from a supplier specifically for your order. After payment, we reserve or purchase the item and arrange delivery within Ukraine.
Check the order when you receive it
When receiving your order, please check:
- that the packaging is intact;
- that there is no visible damage;
- that all items are included;
- that the model and configuration match your order.
If you notice damage, missing items or signs that the package has been opened, please record this with the Nova Poshta representative and contact us.
If the equipment is faulty
A malfunction is handled under the warranty and is not treated as a regular return of a product in proper working condition. Contact us, provide your order number and describe the problem.
If necessary, we will inspect the equipment or send it for diagnostics. After the inspection, we will determine the next step: repair, replacement or another solution according to the warranty terms.
We check trading equipment twice: when we receive it from the supplier and again before we ship it to the customer.
The warranty does not apply if the malfunction was caused by:
- dropping, impact or other mechanical damage;
- water, liquids or foreign objects getting inside the equipment;
- voltage fluctuations or faulty electrical wiring;
- incorrect connection or installation;
- using the equipment for purposes it was not designed for;
- incompatible or poor-quality consumables, accessories or power supplies;
- unauthorized repair or modification of the equipment.
Normal wear of consumable parts within their expected service life is also not considered a warranty malfunction.
Detailed warranty terms for equipment are available on the Delivery and Warranty page.
Torgsoft licenses and Additional Options
Torgsoft licenses, license keys, subscriptions and Additional Options are digital products. They do not require physical delivery and can be purchased online separately from trading equipment.
Before purchasing Torgsoft, you can use the program free of charge for 30 days. The demo version allows you to check how the program works with your products and business processes and to test the Additional Options you need.
We recommend using the demo version before payment to make sure that Torgsoft and the selected Additional Options meet your needs.
After payment, we provide the license key or activate access to the software. The digital product is provided electronically.
Once the license key has been provided or the license or Additional Option has been activated, the payment is non-refundable.
By paying for a license, the buyer agrees to receive the digital product immediately, before the end of the 14-day withdrawal period, and confirms that after the license key is provided or the license is activated, the right to withdraw from that purchase is lost in the cases provided by applicable law.
The terms for purchasing, activating and using Torgsoft licenses and Additional Options are set out in the Public Offer License Agreement .
The availability and use of licenses are also subject to the territorial, sanctions and other restrictions set out in the License Agreement.
Download the free 30-day Torgsoft demo
How to contact us about a return or warranty claim
Please contact us before sending any equipment back. Provide your order number, the product name and the reason for your request.
If the equipment is faulty, describe the problem and, if possible, attach photos or a video. We will tell you where to send the equipment within Ukraine and what to do next.