Online store terms and conditions (" Правила продажу ") are the fundamental document that governs the relationship between seller and consumer. They should clearly define the terms of sale, payment, delivery, withdrawal from the contract, and complaints.

Sellers operating on the Ukrainian market should know and apply, above all:

• Про захист прав споживачів – the Consumer Rights Protection Act , specifying information obligations, a minimum warranty (2 years, and for construction products even 10 years) and a 14-day right of withdrawal from the contract (extended to 90 days if the seller has not provided the required information on a durable medium).
• Про електронну комерцію – the Electronic Commerce Act , which regulates the conclusion of distance contracts, specifies the required identification data of the entrepreneur, the method of confirming the order and information obligations.
• For personal data protection – the Personal Data Protection Act , partly modeled on the GDPR.
• About the facts about the facts "поживачів" - Implementing Regulation to the Act on the Protection of Consumer Rights , which specifies, among others, a catalog of goods covered by the "exchange fund" and exceptions to the right of withdrawal, which are broader than in the EU.

Supervision over compliance with consumer law is carried out by the State Service of Ukraine for Food Safety and Consumer Protection ( Держпродспоживслужба ), which performs a function similar to the Polish Office of Competition and Consumer Protection – it monitors the market and responds to unfair commercial practices.

A consumer may withdraw from a distance contract within 14 days of receiving the goods or confirming the required information from the seller. Returning the goods is tantamount to withdrawing from the contract. However, exceptions are broader than
in EU countries and include, among others, custom-made goods, open-source media, press, lotteries, as well as certain good quality goods that cannot be returned for hygienic or practical reasons (e.g. rubber toys for children, live animals).

If defects are discovered during the warranty period, the consumer has the right to demand:

• price reduction,
• free repair within a reasonable time,
• compensation for losses incurred.

They may also demand a replacement of the goods or termination of the contract and a refund, especially if the product is counterfeit or has significant defects. The seller is obligated to provide a so-called "replacement fund" – a stock of goods intended to replace the complained products.