Refund policy
Returns & Exchanges Policy
All of our products are custom-made and produced individually upon order.
Custom & Made-to-Order Items
Due to the nature of custom-made and personalized products, returns and refunds are not accepted.
However, if your item arrives with a manufacturing defect, we will gladly offer an exchange for the same item.
A manufacturing defect refers to an issue related to workmanship or production quality and does not include:
- Damage caused during shipping
- Normal wear and tear
- Improper use or care
- Incorrect measurements provided by the customer
- Personal preferences or fit expectations
Damages & Issues
Please inspect your order immediately upon receipt.
If you receive:
- An item with a manufacturing defect
- The wrong item
Please contact us as soon as possible at svitlanamart09@gmail.com, providing:
- Your order number
- A brief description of the issue
- Clear photos showing the defect
Each request is reviewed individually to ensure a fair and prompt resolution.
Exchanges
If a manufacturing defect is confirmed, we will offer an exchange for the same item.
To initiate an exchange, please contact us before sending any item back.
Items returned without prior approval will not be accepted.
Non-Returnable Items
The following items are non-returnable and non-refundable:
- Custom-made or personalized products
- Sale items
- Gift cards
European Union Customers
In accordance with EU Consumer Rights Directive, the right of withdrawal (14-day cooling-off period) does not apply to custom-made or personalized goods.
As all of our products are made to order, they are exempt from cancellation or return once production has begun.
Contact Us
If you have any questions regarding your order, sizing, exchanges, or product details, please contact us at:
svitlanamart09@gmail.com
We are always happy to assist and ensure the quality of our work meets your expectations.