Return and Refund Policy

We value our customers and strive to provide a high level of service, which is why we have developed a fair return policy in accordance with Ukrainian consumer protection legislation.
Please read the terms below carefully to understand the conditions for returning products purchased from our online store.
 

Return Conditions and Timeframe

You have the right to return a product of proper quality within 14 days from the date of receiving your order (excluding the day of receipt).
A return is possible for any reason — if the product does not meet your expectations in terms of appearance, size, color, dimensions, or for any other reason — provided that the conditions listed below are met.

Please note that this 14-day return period is established by law. We may extend this period at our discretion, but we cannot shorten it.
 

Requirements for Returned Products

Only products that have not been used and are kept in their original condition may be returned. This includes:

• preserved commercial appearance;

• intact seals, labels, protective films;

• original, undamaged packaging;

• complete set of all accessories and documentation.

The packaging must not be opened or damaged.
In other words, the product must be new and unused — without scratches, traces of opening, wear, or any signs of usage.

Please treat the product carefully until you decide whether to return it.
 

Non-Returnable Items (Legal Restrictions)

According to Annex No. 3 to the Resolution of the Cabinet of Ministers of Ukraine No. 172 dated 19.03.1994, perfume and cosmetic products of proper quality are not subject to return or exchange.

This means that good-quality cosmetic items cannot be returned simply because they were unsuitable for you if they have been opened or used.

We respect consumer rights and therefore accept returns of cosmetic products only if the original packaging has not been opened and remains intact.

If the packaging has been opened, the protective film removed, or the product tested — unfortunately, we cannot accept such a return, as the item is considered to have been used.
This requirement is based on hygiene standards as well as consumer protection legislation.
 

Return Procedure

To initiate a return, please contact us through one of the following channels: social media, messaging apps, or email (contact information is provided on the website).

Provide the following details:

• your order number;

• the name of the product you wish to return;

• the reason for return (optional for products of proper quality, but helpful for improving our service).

Our manager will review your request, verify that the 14-day period has not expired and that the product meets the return criteria, and confirm whether the return is possible.

Next steps:

1. Carefully package the product for return.
   Use the original packaging and include all accessories, labels, and instructions, as well as the receipt or any proof of purchase (optional but helpful).

2. After confirmation from our manager, send the product back to us via Nova Poshta.
   The return address and details (e.g., branch number) will be provided during your communication with us.
    

Return Shipping Costs

• If the return is due to product defects or an error on our part (e.g., incorrect item shipped, manufacturing defect), we will cover the cost of return shipping.
  Please notify us as soon as you detect the issue, and we will arrange the return at our expense or reimburse your shipping cost.

• If you return a product of proper quality for personal reasons (e.g., changed your mind, did not suit you), the cost of return shipping is paid by the customer.

We recommend sending returns without cash-on-delivery to avoid extra fees.

Inspection and Refund Processing

Once we receive the returned product, we will inspect it to ensure compliance with the return requirements (integrity, unused condition, intact packaging, etc.).

If the product meets all criteria, we will confirm approval of the return within 1–2 business days.

A refund will be issued within 5 business days from the date of approval.
Refunds are processed using the same payment method used for the purchase unless otherwise agreed.

Examples:

• for card payments — funds will be returned to the same card;

• for cash-on-delivery orders — funds may be returned via bank transfer or another agreed method.

We will notify you once the refund has been processed.
Please note that the actual time for funds to appear in your account depends on your bank or payment provider.
 

Returns of Defective or Incorrect Products

If the received product is of improper quality (manufacturing defect, expired shelf life, etc.) or does not match the order, you have the right to return or exchange it even after the 14-day period.

In this case:

• please contact us immediately after discovering the issue;

• describe the defect or mismatch and, if possible, provide photos.

We will coordinate with you regarding the return or replacement process.
All shipping costs for defective or incorrectly shipped products are covered by us.

If a replacement item is available, it will be sent as quickly as possible. If not, we will refund the full cost of the item.
 

Additional Information

When receiving a parcel at a Nova Poshta branch, we recommend checking the condition of the packaging and the contents.

If in the presence of the Nova Poshta representative you discover damage or incomplete items:

• you have the right to refuse the parcel and (in case of cash on delivery) not pay for it;

• please inform us immediately — we will arrange a replacement or refund.

Returns are processed in accordance with current consumer protection legislation.
For any questions, you may always contact our support team — we aim to make the return process as transparent and convenient as possible.