Returns and shipping

Remesla is an online marketplace that brings buyers and sellers together. The contract of sale is concluded directly between the buyer and the seller. Remesla is not a party to that contract, is not the seller of the goods, does not act as either party’s commission agent or attorney, and is not a payment agent for the goods themselves — as stated in the Terms of Use, section «Remesla’s role and limits of liability».

Hence the governing rule of this page: it is the SELLER, not Remesla, who accepts the return, exchanges the item and refunds the money. The marketplace does not hold the goods, does not receive payment for them, and has no technical means of refunding a buyer for someone else’s deal.

Remesla’s role is different: to set minimum return rules that are the same for every seller, to publish them on this page, and to enforce them with the tools a marketplace has — handling complaints, restricting and blocking the accounts of sellers who break them, and unpublishing listings. None of that makes Remesla a party to the deal or creates an obligation to reimburse the price of the goods.

By publishing a listing on Remesla, a seller undertakes to accept the return of goods of proper quality within 14 calendar days from the day the buyer received them. This is a condition of using the marketplace and is binding on every seller — sole proprietors and private individuals alike.

A return of goods of proper quality is possible where all of the following hold:

• the item has not been used, and its presentation, consumer properties, seals and labels are intact;
• the buyer can evidence the purchase — a Remesla order number, a payment document, or the carrier’s waybill;
• the item does not fall under the «What cannot be returned» section below.

A seller may offer a longer window or easier terms for their own goods, but never a shorter window or stricter terms than these. If a listing says otherwise, this rule prevails.

For sellers acting as business entities, consumer rights under the Ukrainian Law «On Consumer Protection» — in particular Article 9 (exchange of goods of proper quality) and Article 13 (distance contracts) — apply in parallel. The marketplace rule does not narrow them.

If the item arrives damaged or defective, or does not match the listing description, the 14-day limit does not apply — the general statutory periods do. The buyer may demand replacement, repair of the defect, a proportionate price reduction, or a refund.

In this case the seller bears the cost of return carriage.

• Record the condition of the parcel on receipt: photos of the packaging and of the item before unwrapping help considerably in a dispute.
• Describe the defect to the seller in writing — through the order correspondence in «My purchases» or the contacts shown on the listing.

Goods of proper quality cannot be exchanged or returned if they appear on the List of goods of proper quality not subject to exchange (return), approved by Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994. For craft goods this mainly covers:

• food products, including confectionery and beverages;
• perfumery and cosmetics, handmade soap, candles and other personal-hygiene goods;
• jewellery made of precious metals and precious stones;
• underwear, hosiery and socks;
• printed matter.

A separate case is an item made to the buyer’s individual order — to their measurements, sketch, colour or personalisation. Such an item cannot be returned as goods of proper quality, because it cannot be offered to another buyer. The seller must state plainly in the listing that the item is made to order, BEFORE the order is placed. This limitation does not affect the return of goods of improper quality.

1. 1Contact the seller within 14 days — through the order correspondence in «My purchases» or the contacts shown on the listing.
2. 2Agree the return arrangements with the seller: carrier, branch or address to ship to, and how the refund will be made.
3. 3Ship the item back complete, as it was received, together with the document evidencing the purchase.
4. 4Receive the refund. The seller refunds by the same means the payment was made, unless the parties agree otherwise.

The refund is due no later than 7 days from the day the seller receives the returned item.

• Goods of proper quality (changed your mind, wrong size or colour) — the buyer pays the return carriage.
• Goods of improper quality, defective, or not as described — the seller pays the return carriage.

The original outbound shipping cost is not refunded when goods of proper quality are returned.

Shipping is performed by the seller using carriers — Nova Poshta, Ukrposhta or Meest. The available methods are shown on the seller’s profile and at checkout.

Remesla is not a carrier, does not set the shipping cost and does not receive it. The cost and transit time are set by the carrier under its current tariffs, and are paid by the buyer unless the listing says otherwise. This is why the marketplace publishes no single shipping price — there is none.

Dispatch time depends on the seller: much of what is sold on Remesla is handmade, and some of it is made only after the order is placed. If the production time matters to you, agree it with the seller before paying.

Write to us through the «Contact» page, quoting the order number and describing the issue. We will review the complaint, approach the seller and, where a breach of marketplace rules is confirmed, may restrict or block their account and unpublish their listings.

At the same time, Remesla does not reimburse the price of goods, shipping, or any other cost under a deal to which it is not a party. If a seller infringes your rights, you may apply to the State Service of Ukraine on Food Safety and Consumer Protection or to a court — regardless of how the complaint is handled on the marketplace.

The operator of remesla.com.ua is Individual Entrepreneur Anton Surmachevskyi, tax number 3593800275, registered address: 97 Shevchenka St., apt. v/ch, Nizhyn, Chernihiv Oblast, 16600, Ukraine.

These details identify the marketplace operator, not the sellers of the goods. A particular seller’s details are provided by that seller, on your request before or during checkout.