Return policy

• 14 days to return an item of proper quality with no reason required.
• Refunds are issued no later than 30 days from the day the buyer notified the seller of the return.
• When an item of proper quality is returned, the buyer pays for return shipping.
• If an item is defective or does not match its description, the seller covers all return costs.

The buyer may return an item within 14 days of receiving it, with no reason required. Legally, this is the termination of a distance sales contract: the contract is considered concluded when the order is placed on the website.

An item is accepted for return under the following conditions:

• it has not been used;
• its original appearance and properties are preserved;
• seals, tags and the original packaging are intact;
• the buyer can prove the purchase on Remesla (order number, shipping waybill or receipt).

In this case, the buyer pays for return shipping.

If an item arrives damaged, has a manufacturing defect or differs significantly from its description on the website, the buyer has the right to request:

• a replacement with an equivalent item;
• or a refund of the amount paid.

In this case, the seller pays for return shipping. Contact the seller as soon as possible after discovering the defect and attach photos — this speeds up the process.

Because items on Remesla are handmade, slight variations in shade, texture or size within the limits stated in the description are a feature of handcrafted work, not a defect.

In accordance with the list approved by Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994 and Article 13 of the Law of Ukraine “On Consumer Rights Protection”, the following items of proper quality cannot be exchanged or returned:

• food products;
• sanitary and hygiene products;
• perfume and cosmetic products — including handmade soap, balms and cosmetics;
• corsetry;
• feather and down products;
• soft toys for children;
• combs and massage brushes;
• gloves;
• fabrics, curtain and lace materials, carpeting sold by the metre;
• underwear and bed linen;
• hosiery and socks;
• products in aerosol packaging;
• printed publications;
• lumber and board materials cut to the customer’s size;
• products made of natural and artificial hair;
• baby care products (diapers, pacifiers, bottles);
• manicure and pedicure tools;
• jewellery made of precious metals and precious stones;
• items made to the buyer’s individual order.

If an item belongs to one of these categories, this is stated in its description. The full list is set out in Resolution of the Cabinet of Ministers of Ukraine No. 172.

These restrictions do not apply to items that are not of proper quality — such items can be returned or exchanged in all cases.

1. 1The buyer contacts the seller directly using the contact details shown in the order details, stating the order number, item name and reason for return. For a defective item, the buyer attaches photos.
2. 2The seller confirms the return and provides a shipping address within two business days.
3. 3The buyer sends the item to that address via Nova Poshta, Ukrposhta or Meest.
4. 4Once the item is received, the seller checks its condition and issues a refund.

It is enough to contact the seller within 14 days of receiving the item. The item itself can be sent once the address has been agreed.

If the seller does not respond within three business days, the buyer can contact Remesla support: support@remesla.com.ua or Telegram https://t.me/remesla_support.

Refunds are issued no later than 30 days from the day the buyer notified the seller of the return.

The refund is made using the same payment method as the order, or by bank transfer to details provided by the buyer. The delivery cost paid when receiving the order is not refunded, except when returning an item that is not of proper quality.

An exchange for an equivalent item is available for items that are not of proper quality. Since most items on Remesla are one of a kind, if no equivalent item is available, the seller issues a refund.

Email: support@remesla.com.ua

Telegram: https://t.me/remesla_support

Remesla support is available Monday to Friday and responds within one business day.