Returns and refunds

When a return is possible

• The product has a manufacturing fault or a hidden defect that could not be detected on receipt.
• You received a product other than the one stated in your order.
• The product was damaged or incomplete at the moment of receipt.
• The product’s shelf life had expired when it was handed over to you.

How to submit a claim

Email us as soon as you discover the defect. We answer every claim and communicate the decision in writing.

• Order number and date of receipt.
• Product name and a description of the defect.
• Photographs of the product, the damage and the packaging markings.
• The payment method you used.

Review and shipping

We review the claim and tell you whether the product must be shipped back. Do not send anything before we confirm — we provide the return address and recipient details by email once the return is approved. If the defect is confirmed, we cover the shipping cost.

Return-recipient details are not published on the website and are shared only with the customer of an approved return.

Refunds

An approved return is refunded by the same method used for payment: online payments are returned to the same card, and any amount paid on delivery is returned to the bank details you provide. Refunds are made within the period set by Ukrainian consumer-protection law.