Return Policy

The team at the restaurant and hotel complex and online shop “Poryadniy Gazda” (LLC “Lider MK”) cares about the quality of every single order. All exchange and return procedures are governed by the Law of Ukraine “On Consumer Rights Protection” and our Public Offer Agreement.

1. Food Products and Restaurant Delivery

This category includes ready-to-eat restaurant meals, craft meat delicacies (shovdar, piknytsya, sausages), craft cheeses, preserves, bakery items, juices, tea, and desserts.

  • Food products of good quality: In accordance with the Resolution of the Cabinet of Ministers of Ukraine No. 172 of March 19, 1994, food products of good quality cannot be returned or exchanged.
  • Inspection upon delivery: The customer is required to inspect packaging integrity, completeness, and product presentation immediately upon receipt from the courier or at the postal service branch/parcel locker (Clause 5.8 of the Offer). Payment for the order or signing the receipt confirms acceptance of the goods with no claims regarding their condition.
  • Food products of inadequate quality: If you detect damaged packaging, incorrect order fulfillment, or substandard food quality upon delivery inspection, you have the right to decline the entire order or specific items right away upon delivery (Clause 7.1 of the Offer).
  • Remedies and compensation: Upon confirmation of inadequate product quality, we provide:
    • An immediate, complimentary replacement of the item or meal;
    • Or a full refund for the affected item.

2. Non-Food Products (Souvenirs, Candles, Branded Merch)

This category includes branded eco-tote bags, notebooks, candles, baseball caps, wooden stands, postcards, flash drives, apparel, and other gift items.

  • Return window: The customer has the right to exchange or return non-food items of good quality within 14 calendar days, excluding the day of purchase.
  • Return and exchange criteria:
    • The item has not been used and shows no signs of wear (no scratches, stains, odors, or damage);
    • Original marketable appearance, consumer properties, factory tags, labels, and seals are fully preserved;
    • Original packaging and proof of purchase (electronic receipt, order invoice, or payment record) are provided.
  • Shipping costs: If a return or exchange is initiated by the customer because of personal preference (good-quality product, but different size, design, or color needed), return shipping costs are paid by the buyer. If the return is due to a verified manufacturer defect or dispatch error, return shipping is covered by the seller.

3. How to Submit a Return or Exchange Request

  1. Contact our customer care team:
    • By phone: +380 95 507 56 66
    • Or send a message via Viber / Telegram or via email as indicated in our Contacts section.
  2. Provide your order details:
    • Order number or phone number used during checkout;
    • Clear photos or video capturing the defect, breakage, or delivery discrepancy;
    • A short description of the issue.
  3. Postal dispatch for non-food items: Our manager will provide parcel shipping address details for returning eligible items.

4. Refund Procedure and Timelines

  • Processing time: Refunds for products of inadequate quality paid via online card transaction are initiated within 3 (three) banking days from the agreement date or receipt of returned goods by the seller (Clause 7.2 of the Offer).
  • Payment refund methods:
    • For online card payments — refunds are processed strictly back to the identical payment card used during initial purchase. The actual crediting time depends on the customer’s card-issuing bank policies (typically 1 to 5 business days).
    • For cash payments (courier or on-site pickup) — refunds are issued in cash on site or transferred to the customer’s verified bank details (IBAN) by mutual agreement.

5. Contact Information and Return Address

  • Recipient / Entity: LLC “Lider MK” (EDRPOU: 37713264)
  • Physical Address: 36A Erdeli St., Mukachevo, Zakarpatska Oblast, 89600, Ukraine
  • Support Phone: +380 95 507 56 66
  • Support Hours: Daily from 11:30 AM to 9:45 PM (EET)