Returns and Exchanges

General rules

Returns and exchanges of goods of proper quality are carried out according to Ukrainian law, including the Law of Ukraine on Consumer Rights Protection, unless the goods belong to non-returnable categories or were custom-made for the customer.

Custom production

Branded bags, printing on customer-supplied film, products with a logo, custom artwork, size, or special parameters are made for a specific customer. Such products of proper quality usually cannot be returned as standard stock goods if they match the approved parameters.

When a claim is possible

• material mismatch with approved order parameters;
• production defect confirmed by inspection;
• damage or shortage recorded upon receipt from the carrier;
• an error not caused by artwork provided or approved by the customer.

Claim procedure

To review a claim, the customer sends the manager the request or invoice number, photo/video of the defect, problem description, and carrier documents if damage was found during delivery. A decision on replacement, rework, partial compensation, or refund is made after checking the circumstances.

Terms

Claims about visible damage or mismatch should preferably be submitted immediately after receiving the products. For standard goods of proper quality, a term of up to 14 days after receipt applies if the product appearance, packaging, and purchase documents are preserved.