Describes what is customary in the market for sales and customer support.
Last Published: 8/6/2019

Ukraine’s standards of after-sales service and customer support are lower than in the West. Nonetheless, Ukrainian consumers are increasingly demanding better warranties and after-sale services. These services are typically performed by Ukrainian repair shops, under contract with the distributor of the manufacturer or sales representatives. Ukrainian consumers have high expectations for after-sales services and product warranties. The level and quality of customer support offered can be a determining factor in winning and keeping customers in Ukraine. Legally, Ukraine has strong consumer rights protection laws of which consumers are well aware.

According to Ukrainian legislation, a manufacturer of technically sophisticated products must guarantee a product’s compliance with the specifications described in the product’s manual and offer warranty service for a minimum of six months from the date of purchase. During the warranty period, consumers are entitled to a free-of-charge repair, complete replacement of malfunctioning products within a 14-day period after purchase, or full reimbursement of the purchase price of the product if the product is returned within seven days of purchase. If the consumer has violated the operation manual of the product, all subsequent necessary repair work is at the expense of the consumer.  Warranty service starts from the date of purchase.

Technically sophisticated products include:
Household radio and electronic appliances, and electric powered household appliances

  • Household and computing devices
  • Personal communication devices
  • Mechanical devices including clocks, watches, and timers or stop watches
  • Musical instruments, including electric powered
  • Any devices with warranty obligations
  • Machining devices for household use
  • Medical devices
  • Products for physical exercise, and sport or tourism
  • Personal regular or rubber bullet firearms, tear gas (PP) guns, carbonate gas (CP) guns, ball bullet (BB) guns, air or spring guns
  • Household measuring and rationing devices

The obligatory exchange or reimbursement of goods due to poor performance does not apply to foodstuffs, drugs and pharmaceuticals, personal hygiene products, perfumes and cosmetics, underwear, sprays, books and other printed goods. Such exchanges are done on a goodwill basis and at the discretion of the seller.  The after sale support for motor vehicles and other self-propelled devices are regulated by a separate law.

Prepared by our U.S. Embassies abroad. With its network of 108 offices across the United States and in more than 75 countries, the U.S. Commercial Service of the U.S. Department of Commerce utilizes its global presence and international marketing expertise to help U.S. companies sell their products and services worldwide. Locate the U.S. Commercial Service trade specialist in the U.S. nearest you by visiting http://export.gov/usoffices.