How to return or exchange
- Message or call us. Telegram @Kagura_Ua, Viber or phone 096 329 94 97, e-mail queen.sales2026@gmail.com. Give the order number (QE-…), what you are returning and why; for a defect, add a photo or video.
- We agree an exchange or refund and tell you which Nova Poshta branch to ship to.
- Pack the item in its original packaging with all accessories, documents and gifts, if any. Ship batteries and stations partially charged, as you received them.
- Send it with Nova Poshta and share the waybill number with us.
- We check the item within 1–3 business days of receipt and ship a replacement or refund you.
Return conditions
- 14 days from receipt (not counting the day of receipt) for goods of proper quality, under the Law of Ukraine “On Consumer Rights Protection”.
- Unused item: condition, seals, labels, protective films, packaging and contents kept.
- Not returnable: working batteries and stations built to order to your parameters, and goods on the Cabinet of Ministers of Ukraine list.
Who pays for shipping
- Item of proper quality (did not fit, changed your mind) — you pay for the return shipping.
- Defect, wrong item or our mistake — we pay shipping both ways.
How we refund
- Paid online by card (monobank, Apple Pay, Google Pay) — refund to the same card. Crediting time depends on your card’s bank.
- Cash on delivery — bank transfer to your IBAN (we will need your full name and IBAN).
- We send the money within 14 days of receiving and checking the item, usually the same day.
If the item is faulty (warranty)
The warranty period is shown on the product page. If something stops working, contact us first: many issues can be solved remotely (BMS or inverter settings, wiring). If not, we run diagnostics in Kyiv (31B Heroiv Dnipra St, Kyiv) and repair or replace the item free of charge; if that is impossible, we refund you. We pay for shipping warranty items if the defect is confirmed.
The warranty does not cover damage from incorrect connection, moisture, physical impact or self-repair. Details: public offer.
Parcel arrived damaged
Inspect the parcel at the branch. If it is damaged, draw up a report with Nova Poshta staff, do not collect the parcel, and then message us. How to do it: shipping page.
Message us — we reply fast
Full terms are in the public offer.