Return and exchange policy
The kroks.in.ua online store is dedicated to the convenience of every customer and strives to provide the simplest and most straightforward return and exchange process. If the shoes you purchased don't fit or a possible defect is discovered, you can use the terms and conditions outlined below.
1. Application deadline
1.1. You can arrange a return or exchange within 14 calendar days of receiving your order.
1.2. The countdown begins on the next day after the parcel is delivered by the carrier .
2. Product requirements
To successfully process a return or exchange, the following conditions must be met:
- shoes must not show signs of wear or use;
- the original commercial appearance has been preserved;
- the original packaging (box) must be intact;
- all labels, tags and accessories are available;
- You must have proof of purchase (order number or invoice).
3. Return or exchange of goods of proper quality
3.1. If the product does not fit in size, design, or other characteristics, you can return or exchange it within the specified period.
- the product has not been used;
- its marketable appearance has been preserved;
- full assembly and packaging on site.
3.2. In this case, the buyer pays the return shipping costs.
3.3. When exchanging goods, re-delivery is also at the buyer's expense.
3.4. After receiving the parcel, we inspect the goods and process the exchange or refund.
4. Product with a defect or error
4.1. If a manufacturing defect or packaging error is discovered, the buyer has the right to a free exchange or refund.
4.2. In this case, all delivery costs are covered by the store.
4.3. The goods are checked within 1–2 business days after receipt.
4.4. Once the defect is confirmed, we will promptly offer a solution: exchange or refund.
5. Refunds
5.1. Refunds are made to the bank card or IBAN specified by the buyer.
5.2. To do this, you must provide:
- bank details (card or IBAN);
- Full name of the recipient.
5.3. Funds are credited within 3 working days after the goods have been checked.
5.4. For legal entities, refunds are made exclusively to a bank account.
6. How to process a return or exchange
Before sending the goods, we recommend:
- prepare the goods in full assembly;
- keep the original packaging;
- add proof of purchase.
It is advisable to add a note stating:
- order numbers;
- reasons for return or exchange;
- contact details.
When exchanging, please indicate the desired model, size and color.
If there is a difference in price:
- in case of a more expensive product, an additional payment is made;
- If the product is cheaper, the difference is returned to the buyer.
7. Return addresses
New Mail
- Department 296
- Brestsky, 71
- the city of Kyiv
- Recipient: Anton Borisovich Gunko
- Phone: +38 (073) 935-83-18
Ukrposhta
- Index: 03062
- Prov. Anatoly Bazilevich, 2/13
- the city of Kyiv
- Recipient: Anton Borisovich Gunko
- Phone: +38 (073) 935-83-18
8. Return delivery conditions
- Return of goods of proper quality - delivery at the buyer's expense;
- Exchange of goods – re-delivery is paid by the buyer;
- In case of shortage or error, all costs are covered by the store.
9. Support service contacts
- Phone: +380 800 358 318
- Email: sale@kroks.in.ua
- Online support: chatbot on the website
Before sending your item back, please contact us to arrange your return and receive instructions.
10. Legal information
VIRTUALZONE ASSETS LLC
EIN: 41-3078643
21308 Moneta Ave, Carson, CA 90745, USA
