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Returns

Updated 7 October 2026

Exchange and Returns

Goods of proper quality

You may exchange or return non-food goods of proper quality within 14 days, not counting the day of receipt (Article 9 and Article 13(4) of the Law of Ukraine "On Consumer Protection"). Conditions:

  • the goods have not been used;
  • their appearance, consumer properties, seals, labels and protective films are preserved;
  • you have the settlement document (the electronic receipt sent after payment) or the order number.

Goods that cannot be exchanged or returned

Under the list approved by Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994, the following goods of proper quality cannot be exchanged or returned if they simply do not suit you:

  • perfumery and cosmetic products: perfumes, creams, shampoos, conditioners, masks, decorative cosmetics, shaving and skin and hair care products;
  • sanitary hygiene items: pads, tampons, nappies, cotton products, wipes, contraceptives and the like;
  • toothbrushes;
  • razors and shaving brushes;
  • combs and massage brushes;
  • manicure and pedicure tools (scissors, files and the like);
  • goods in aerosol packaging: spray deodorants, air fresheners, insect repellents, polishes and the like;
  • baby goods: nappies, soothers, feeding bottles and the like;
  • gloves;
  • hosiery, underwear and bed linen;
  • soft toys and inflatable rubber toys.

Household chemicals not on this list (washing powders and gels, dishwashing and cleaning products in unopened packaging, sponges, bin bags, household goods) may be returned within 14 days on the general conditions.

How to return or exchange

  1. Write to —, message us on Telegram or Viber, or call —: state the order number, the item and the reason.
  2. Bring the item to any Mia shop in Lviv (addresses on the "Contacts" page) or send it by Nova Poshta to —, recipient —, phone —. Pack the item so that it is not damaged in transit.
  3. After we receive and check the item, we refund the money or make the exchange.

The cost of returning goods of proper quality bought at a distance is reimbursed together with the refund (Article 12(5) and Article 13(7) of the Law of Ukraine "On Consumer Protection"). If an identical item is not available for exchange, you may choose another item with a price adjustment or receive a refund.

Refunds

We refund within 7 days of receiving the goods, using the same method you paid with: to the card used for online payment; in cash at the shop when the goods are returned to a shop; to the IBAN you provide when you paid cash on delivery or in cash and the goods are returned by post. The time it takes for the refund to appear on your card depends on your bank.

Goods of improper quality

If an item has a defect (does not match the description, damaged or leaking packaging, past its best-before date and the like), within the best-before date you may, at your choice, demand (Article 8 of the Law of Ukraine "On Consumer Protection"):

  • a proportionate price reduction;
  • replacement with the same or a similar item;
  • termination of the contract and a refund.

We replace immediately if the item is in stock, or within 14 days if a quality check is needed. We refund on the day the contract is terminated or, if that is impossible, within 7 days. We pay for shipping items over 5 kg for checking and for returning them to you.

Claims are considered on presentation of the settlement document (electronic receipt). If the defect was caused by a breach of the usage or storage instructions, the claim is not satisfied.

What to do: write to us with the order number and photos of the item, its packaging and labelling. We reply within 10 days and agree on how the item is returned.

Clearance items

A clearance item is sold at a reduced price because of a defect described on the product page (the "Clearance" label, photos and a note). The described defect is not grounds for return, exchange or a price reduction. If another defect not stated in the description is found, you have all the rights provided for goods of improper quality. Clearance items of proper quality are subject to the general 14-day rule, taking into account the list of exceptions.

Damage in transit

Inspect the shipment on receipt. If the packaging is damaged or the contents do not match the order, refuse the shipment or draw up a report with the Nova Poshta representative and send us photos. Claims about damage discovered after receipt without inspection are considered on the basis of photos and the settlement document.