1.1. Purpose of the Document

This document establishes the procedure for returning goods and funds on the
platform atasuai.com and is mandatory for all participants:
the platform, sellers, and buyers.

1.2. Legal Basis

The return procedure is developed in accordance with:
The Law of the Republic of Kazakhstan "On Consumer Protection"
The Civil Code of the Republic of Kazakhstan
The Rules of Distance Trading
The offer of the platform atasuai.com

1.3. Business Model of the Platform

The platform atasuai.com is a SaaS solution for sales and creating online stores
and performs the following functions:
Providing sellers with a personal domain and online store infrastructure
Accepting payments from buyers as a payment agent
Fiscalization of receipts in accordance with the tax legislation of the Republic of Kazakhstan
Aggregation of logistics services through partnership with JSC "QazPost" and other partners

IMPORTANT: The platform is not the owner of the goods and is not responsible for
the quality of the goods. The seller is responsible for the goods.

3.1. Return periods according to the law of RK

3.2. Conditions for returning goods of proper quality

The following conditions must be met to return goods of proper quality:

• The appearance and consumer properties of the goods are preserved
• The original packaging is preserved
• All factory labels, tags, seals are preserved
• No signs of use of the goods
• The goods are not included in the list of non-returnable items

4.1. Goods Not Subject to Return

According to the legislation of the Republic of Kazakhstan, the following goods of proper quality are not subject to return:

• medicinal products and medical devices;
• personal hygiene items;
• perfumery and cosmetic products;
• sewn and knitted goods (underwear, etc.);
• hosiery;
• goods in disposable packaging (memory cards, batteries, etc.);
• dishes and tableware;
• measured goods (fabrics, cables, etc.);
• animals and plants;
• subscriber cellular devices (mobile phones, smartphones);
• non-periodical publications;
• jewelry;
• cars, motorcycles, bicycles, trailers, and numbered units;
• civilian weapons and ammunition;
• technically complex household goods with warranty periods;
• goods that have lost their commercial appearance/consumer properties, with damaged packaging or signs of use.

 

NOTE: Even goods from this list are subject to return if they have a manufacturing defect or do not match the description.

 

4.2. Return Policy Settings for the Seller

The seller can configure the return policy in their personal account. Available options:

5.1. Step-by-step instructions

Step 1. Return request submission

1. Log in to your account on the platform/store website
2. Go to the "My Orders" section
3. Select the order and click "Submit Return"
4. Select the item(s) to return

Step 2. Indicating the reason for return

1. Item is defective/faulty
2. Wrong item delivered
3. Size/color does not fit
4. Changed mind/no longer needed

Step 3. Attaching photos (in case of defect)

1. Photograph the defect up close
2. Photograph the entire item
3. Attach a photo of the packaging (if damaged)

Step 4. Payment for return shipping (if applicable)

1. The system will automatically calculate the shipping cost
2. Pay for shipping online (any bank card)
3. In case of defect — shipping is free (covered by the Seller)

Step 5. Receiving the QazPost/Courier service invoice

1. After payment, the system will generate an invoice
2. Print the invoice or save the BARCODE/QR code
3. The invoice contains the address of the Platform/Seller's warehouse

Step 6. Submitting the package to QazPost/courier service

1. Pack the item in its original packaging
2. Attach the invoice to the box
3. Take it to a branch from the list in Appendix 1 QazPost in your city
4. No payment required at the branch — already paid online

Step 7. Tracking and receiving money

1. The tracking number will automatically appear in your account
2. Track the delivery status
3. After the return is confirmed by the Seller — money will be refunded to the card

6.1. Logistics Scheme

RETURN GOODS SCHEME

Buyer (Aktau)
↓
QazPost Branch in Aktau
↓
QazPost Sorting Center
↓
Seller's Warehouse or Fulfillment Operator's Warehouse (Almaty)

6.2. Return Delivery Times

6.3. Advantages of working with atasuai.com

Wide network: more than 250 branches across Kazakhstan through a partner network
Prepaid invoices: the buyer does not need to pay at the branch
Automatic tracking: status is tracked in the personal account
Single contract: all Sellers work under the platform's contract

7.1. Expense Distribution

* The seller may change the policy and cover the expenses to increase customer loyalty
of buyers.

7.2. Delivery Cost Calculation

The delivery cost is calculated automatically based on:

City of dispatch (buyer's location)
City of receipt (seller/operator's warehouse)
Weight of the parcel
Dimensions (if necessary)

7.3. Financial Flow

If the BUYER pays:
1. The buyer pays for delivery through the platform
2. The platform generates a prepaid QazPost invoice
3. The buyer submits the parcel without payment at the branch
4. The platform pays QazPost under the contract

If the SELLER pays:
1. The buyer receives a free invoice
2. The delivery cost is deducted from the seller's balance
3. Or withheld from the next payment

8.1. Receiving and Reviewing the Application

• Application Notification — the seller receives a notification in their personal account
• Application Review — the seller examines the reason for the return and attached photos
• Decision Making — approve or reject (with reason)
• Review Period — no more than 3 business days

8.2. Application Processing Timeframes

 

AUTO-APPROVAL: If the Seller does not respond to the application within 3 business days, the return is approved automatically.

 

8.3. Inspection of Returned Goods

Upon receiving the goods, the seller checks:

Compliance of the goods with the application (article number, quantity)
Preservation of the product appearance
Presence of all components and packaging
Absence of signs of use (for goods of proper quality)

9.1. General Procedure for Refunds

Refunds to the buyer are made after fulfilling all conditions:

• The buyer submitted a refund request in their personal account
• The seller approved the refund request
• The buyer sent the product via QazPost
• The seller received the product and checked its condition
• The seller confirmed the refund in the personal account
• The platform initiates the transfer to the buyer's card

9.2. Methods of Refund

9.3. Refund Timeframes

9.4. Refund Amount

* In case of defect/seller's error — the cost of initial delivery is also refunded to the buyer.

9.5. Examples of Return Calculation

9.6. Return when purchasing in installments/credit

When returning goods purchased in installments or credit:

The installment/credit agreement is canceled without penalties and fees
Payments already made are returned to the buyer's card
If there is debt on other loans — the money is directed to their
repayment
Notification of cancellation arrives within 5 minutes

9.7. Platform service fee upon return

Upon returning goods, the platform service fee:
Is returned to the seller— the platform does not withhold the service fee from canceled
sales, except for the bank fee

9.8. Financial return scheme

CASH FLOW UPON RETURN

Upon purchase:
The buyer paid: 15,000 ₸
→ The platform withheld the service fee (3%): 450 ₸
→ The seller received: 14,550 ₸

Upon return:
← The platform returns to the buyer: 15,000 ₸
← The platform withholds from the seller: 15,000 ₸
← The platform returns the service fee to the seller: 450 ₸

Result for the seller: 14,550 - 15,000 + 450 = 0 ₸
(withheld from subsequent sales or balance)

 

IMPORTANT: If the seller does not have enough funds on the balance to cover the return,
the amount will be withheld from the nearest sales. The platform guarantees the return of money to the buyer regardless of the seller's balance.

 

10.1. Grounds for Dispute

• Seller rejected the return without a valid reason
• Buyer disagrees with the seller's decision
• Item damaged during transportation
• Seller claims to have received the wrong item

10.2. Dispute Resolution Procedure

Opening a dispute — either party can open a dispute within 3 days after
rejection in the personal account through the «CLAIM» panel
Providing evidence — photos, videos, correspondence
Platform review — within 5 business days
Issuing a decision — the platform's decision is final within the
platform

10.3. Possible Resolutions

Full refund to the buyer
Partial compensation
Denial of return with justification
Replacement of the item (by mutual agreement)

11.1. Seller's Responsibility

Compliance with the RK consumer protection laws
Timely review of return requests
Product quality and conformity with the description
Reimbursement of delivery costs in case of defects

11.2. Buyer's Responsibility

Maintaining the product's appearance when returning in good condition
Proper packaging of the product for shipment
Compliance with return deadlines
Providing accurate information

11.3. Platform's Responsibility

Ensuring the operation of the return system
Timely refund of money
Objective dispute resolution
Integration with logistics partners

11.4. Partner Bank's Responsibility

Timely processing of return requests in accordance with regulations
Correct crediting of funds to the buyer's card
Providing the platform with reports on return operations
Compliance with payment systems and RK legislation
Ensuring transaction security and protection of personal data 
Informing the platform about the reasons for rejecting return requests