Ақшаны қайтару саясаты

Return & Exchange Policy

Our return and exchange policy is governed by the Law of the Republic of Kazakhstan “On Protection of Consumer Rights.”

Returns and Exchanges for Items in Good Condition

Items in good condition may be returned or exchanged within 14 calendar days from the date of purchase, unless a longer period has been established by the seller.

To be eligible for a return or exchange, the item must:

Be unused and unworn.
Be in its original condition.
Have all original tags, labels, and seals attached, where applicable.
Have its original packaging, where applicable.
Be accompanied by a receipt or other proof of purchase.

If the item meets these requirements, please contact us to arrange a return or exchange.

Defective or Incorrect Items

If you receive an item that is defective, damaged, or different from what you ordered, please contact us as soon as possible after receiving your order.

Items with defects may be returned within 30 calendar days.

Once we receive the item, we will review the reported issue. If the defect is confirmed to have resulted from a manufacturing defect or other issue for which the seller is responsible, we will process the return, refund, or other applicable remedy in accordance with the laws of the Republic of Kazakhstan.

Refunds

Refunds are made in accordance with the applicable payment method and the requirements of the Law of the Republic of Kazakhstan “On Protection of Consumer Rights.”

The seller is required to return the money within 10 calendar days after a written request for a refund has been submitted.

If the refund is made to a bank card, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

Items That Cannot Be Returned or Exchanged

Under the laws of the Republic of Kazakhstan, certain categories of goods in good condition cannot be returned or exchanged.

These include, among others:

Mobile phones and smartphones (subscriber cellular communication devices).
Underwear and hosiery.
Fabric sold by the metre.
Cables and wires.
Medicines.
Medical devices.
Personal hygiene products.

If you are unsure whether a particular item can be returned or exchanged, please contact us before sending it back.

How to Request a Return

To request a return:

Contact us at kazakhstan@freshman.kz.
Provide your order number and the reason for the return.
Wait for our confirmation and return instructions.
Do not send the item back before your return has been approved by us.

Items sent back without contacting us first may not be accepted.

If Your Return Is Refused

If you believe your consumer rights have been violated, you may:

Submit a written claim in two copies addressed to the store manager.
Keep one copy of the claim with confirmation that it was received by the store.
If necessary, submit a complaint through the e-government system of the Republic of Kazakhstan or contact the Committee for Consumer Protection.