Return Policy
1. General Provisions
1.1. This Policy sets forth the rules for exchanging and returning goods purchased on the website https://sport-generation.com/ (hereinafter referred to as the “Website”) and applies to all Orders placed by the Buyer.
1.2. The Site Administration complies with the requirements of Ukrainian legislation on consumer protection. In particular, the exchange/return of goods of good quality is possible within 14 calendar days (excluding the day of receipt/purchase) under the conditions specified below in this Policy.
1.3. For certain products in the sports nutrition and dietary supplements categories, return restrictions apply for safety and hygiene reasons (details in Section 3).
2. Returns or Exchanges of Goods of Acceptable Quality
2.1. Goods of acceptable quality may be returned or exchanged within 14 calendar days, provided that all of the following conditions are met:
2.1.1. The goods have not been used and show no signs of use;
2.1.2. The packaging, factory seals, and protective elements (if any) remain intact;
2.1.3. All components and stickers (if any) are included;
2.1.4. A document confirming the purchase—such as an electronic receipt, invoice, or order number—is provided.
2.2. If the product is not eligible for return in accordance with Section 3, then the exchange or return of a product of good quality will not be accepted.
3. Goods of satisfactory quality that are NOT eligible for return or exchange
3.1. For reasons of hygiene and safety regarding further sale and use, goods of satisfactory quality are not eligible for return or exchange if:
3.1.1. They are food products, sports nutrition, vitamins, or dietary supplements where the packaging integrity has been compromised, the protective membrane or film has been removed, or the jar or package has been opened;
3.1.2. The product shows signs of individual use or it is impossible to guarantee proper storage conditions after transfer to the Buyer.
3.1.3. Goods are not eligible for return or exchange if their expiration date has passed since the time of transfer to the Buyer, or if storage conditions were violated after receipt.
3.2. Exception: Products listed in Section 3 may be eligible for return or exchange in cases of defects, damage during delivery, or non-conformity with the Order, subject to the conditions specified in Section 4.
4. Missing, Damaged, or Incorrect Items
4.1. If you receive an item with damaged packaging, a manufacturing defect, or an item that does not match your order—such as the wrong flavor, quantity, item—we recommend contacting the Website’s support team via email at support@sport-generation.com within 24 hours of receiving the Order, attaching a photo or video to the email as proof.
4.2. To resolve the situation, the Site Administration may offer the following:
4.2.1. Exchange of the product with reimbursement of shipping costs;
4.2.2. Refund via transfer to the Buyer’s card or IBAN account;
4.2.3. Another solution agreed upon with the Buyer.
5. How to Request a Return or Exchange
5.1. To exchange or return an item, please send an email to support@sport-generation.com, including the following information:
5.1.1. Order Number;
5.1.2. Recipient’s Full Name;
5.1.3. A brief description of the reason for the return or exchange;
5.1.4. A photo or video (if the item is damaged, defective, or does not match the description).
5.2. After confirming your request, the website administration will send further instructions on how to ship the item and will coordinate important details—such as the address, delivery service, and packaging.
5.3. Do not send the package cash on delivery. Such shipments may not be accepted and will be returned.
6. Shipping Costs for Returns
6.1. If a return or exchange is made due to a defect, damage, or an error on the part of the Website Administration (non-conformity with the Order), the shipping costs will be borne by the recipient of the return—the Website Administration.
6.2. If the return is initiated by the Buyer, i.e., the product is of acceptable quality and eligible for return, the shipping costs shall be paid by the sender—the Buyer—in accordance with the rates of the designated carrier.
7. Refunds in the Event of a Return
7.1. Refunds are issued after the website administration receives the returned item and verifies its condition and contents.
7.2. Refunds are issued via bank card transfer or payment to the provided IBAN.
7.3. The time it takes for funds to be credited may depend on the recipient’s bank; in the vast majority of cases, it will take up to 3 business days.
8. Contact Information
8.1. For inquiries or to submit a request for an exchange or return, please contact us via email at support@sport-generation.com.
8.2. For suggestions on how to improve our return or exchange processes, please contact us via email at info@sport-generation.com.
8.3. If you encounter any violations or if your inquiries are ignored, please send a detailed description of the situation to abuse@sport-generation.com.