Return and Exchange Policy
Returns and exchanges - detailed instructions
You can return or exchange goods within 14 calendar days from the date of receipt of the order.
Conditions for accepting goods
- The product must be in its original condition - without signs of use or damage, complete with all accessories and tags intact.
- The original packaging (box, bag or other outer wrapping) must be accessible and undamaged.
- You must provide proof of purchase (fiscal receipt, invoice or order number).
What you need to prepare
- The product comes fully assembled and with tags.
- Manufacturer's packaging.
- Photo or copy of proof of purchase.
- Bank details for refund: card number or IBAN and recipient's full name.
Return and exchange of goods of good quality
Goods of proper quality can be returned or exchanged within 14 days if:
- the product has not been used and has retained its marketable appearance;
- There is a complete set, labels and packaging.
In this case, the cost of return shipping is paid by the buyer in accordance with the rates of the selected carrier.
After the exchange item has been inspected, the new item can be picked up at our physical store or delivered via courier service. The buyer is responsible for the cost of re-delivery.
Return and exchange of goods of inadequate quality
If the product has a manufacturing defect or is incorrectly assembled, we will exchange or refund the item after inspecting it.
- In this case, all delivery costs are paid by the store.
- The goods are checked on the day of receipt or within 1–2 business days.
After a positive exchange check, you can pick up your new item at our offline office or we'll ship it free of charge via courier to the address you provide.
How to process a return or exchange
- Send the item cash-on-delivery to one of the addresses below. Include proof of purchase and a free-form letter with the order number, reason for the request, and return or exchange information.
To exchange, please indicate the model, size, color, and desired method of delivery (offline or delivery). - In case of price difference:
- If the new product is more expensive, the additional payment is made by cash on delivery;
- If it's cheaper, we'll return the difference to your bank account.
- We recommend that you indicate a declared value that corresponds to the price of the product.
- After receiving the parcel, we check it and process the return or exchange.
Addresses for returns or exchanges
New Mail
Department No. 145
Heroiv Dnepra Street, 53
Kyiv
Romanyuk Igor Mikhailovich
Phone: +380 73 354 77 33
Ukrposhta
Index 04214
Heroiv Dnepra Street, 53
Kyiv
Romanyuk Igor Mikhailovich
Phone: +380 73 354 77 33
Terms and conditions
- Return of goods of proper quality – delivery is paid by the buyer.
- Exchange of goods of proper quality - re-delivery is paid by the buyer.
- The store covers all costs for returns or exchanges of defective or incorrectly assembled goods.
Refund
- When returning via the carrier, funds are transferred to the card or IBAN specified in the application.
- Funds will be credited within 3 business days after verification is completed.
- For legal entities, refunds are made exclusively to the payer’s account.
Contacts
Email: [email protected]
Phone: +380 800 354 773