Warranty and Returns
Returns
If your purchase does not meet your expectations, you can return the product within 14 days from the date you receive the order, in accordance with Ukrainian consumer protection law.
Returns are accepted if:
- the product has not been used and keeps its original condition without wear, damage, or stains
- original packaging and all included parts are kept
- you provide proof of purchase, such as a receipt, shipping document, or the phone number used for the order
- the return may be free of charge via Nova Poshta "Easy Return" service
If you do not use Nova Poshta "Easy Return", the return shipping cost is paid by the customer. If the issue is caused by our mistake or it is a confirmed warranty case, we cover shipping costs.
How to request a return
Option 1. Nova Poshta Easy Return
- open the Nova Poshta app and go to "My shipments"
- select the delivered parcel and choose "Easy Return"
- select a return reason and generate the return label
- send the parcel back to the seller using the generated label
- track the return status in the app
More details on Nova Poshta website: novaposhta.ua
Video guide: Easy Return video
Option 2. Contact pmya.com.ua support
- contact our support team using the contacts on pmya.com.ua
- get confirmation and shipping instructions
- send the product to the provided address following the instructions
- after we receive and inspect the item, we refund within 5-10 business days to the card you specify
Shoe Warranty
We provide a 45 day warranty for our shoes. If a manufacturing defect appears, we will fix it, replace the pair, or refund your payment if replacement is not possible.
Warranty period
- The warranty is valid for 45 days.
- For seasonal footwear, the warranty period starts from the beginning of the season, even if the purchase was made earlier.
- For non seasonal models, the warranty starts from the date you receive the order.
What is covered
The warranty covers manufacturing defects that appear under normal wear.
- stitching coming apart
- sole separating or peeling off (without signs of mechanical damage)
- hardware defects (zipper, buttons, hooks) unless caused by excessive force
- cracks in the upper material or lining caused by a manufacturing fault
What is not covered
Some cases are not manufacturing defects and are not covered by the warranty.
- normal wear and tear: outsole wear, insole wear, heel cap wear, darkening or scuffs
- mechanical damage: cuts, punctures, tears, scratches, impact marks
- improper care: drying on a radiator, aggressive chemicals, wrong products for leather or suede
- water, salt, de icing chemicals, or heavy soaking if the model is not intended for such conditions
- repairs done by third party workshops without our approval
- wrong size or discomfort if there is no manufacturing defect
How to file a warranty claim
To help us resolve the issue quickly, please do the following:
- message us in any messenger at +38073-450-0873 (this number supports all messengers)
- or email us at mail@pmya.com.ua
- provide your order number and a short description of the issue
- attach 3 to 5 photos: full view of the pair, close up of the defect, outsole, and toe or heel area
- wait for our reply with instructions on where and how to send the shoes (if a physical inspection is needed)
Review time
- We usually provide a preliminary response based on photos within 1 to 2 business days.
- If a physical inspection is needed, we make a decision after receiving the pair and checking its condition.
Shipping for warranty cases
If the issue is confirmed as a warranty case, we cover the costs of exchange or return via Nova Poshta. If the defect is not confirmed and it is wear or damage, we send the pair back and the customer pays for shipping.
14 day exchange and return
Separate from the warranty, you can exchange or return an unworn product of proper quality within 14 days from receiving the order, as long as its appearance and complete set are preserved.