Refund policy
Returns of goods of satisfactory quality
You may withdraw from a distance contract and return a ready-made product within 14 calendar days of receiving it, except where an exemption applies under applicable law.
To request a return, email hello@svitlishe.com and provide your order number, name, and the product you wish to return. We will reply with return instructions and the return address.
The product must remain in an unchanged condition. Opening the packaging or carrying out an inspection or check reasonably necessary to examine the product does not affect your right to return it.
Return expenses resulting from withdrawal from a distance contract will be reimbursed by the Seller in accordance with Ukrainian law. Please do not send returns using cash on delivery without prior approval.
Custom-made products
The right of withdrawal may not apply to a product made or altered specifically according to your individual requirements if it cannot be sold to another person or can only be sold at a substantial financial loss.
The fact that a ready-made product is one of a kind or handmade does not, by itself, remove your right to return it.
Damaged, incorrect, or defective products
If you receive a damaged or incorrect product, or a product with a defect that was not shown or described on its product page, please email hello@svitlishe.com as soon as possible. Where possible, include:
- your order number;
- photographs of the product and its external and internal packaging;
- a brief description of the issue.
When receiving ceramics, we recommend inspecting the packaging and product at a Nova Poshta branch or in the courier’s presence. Where possible, document any damage with a representative of the delivery provider. The absence of such a report does not, by itself, deprive you of your statutory rights.
Because every piece is unique, replacement with an identical product may not be possible. In that case, we will offer a refund or another mutually agreed remedy available under applicable law.
Refunds
After receiving notice of your withdrawal from a distance contract, we will issue the refund without undue delay and no later than 30 days after receiving the notice. The refund will be made using the original payment method unless we agree otherwise and it is technically possible.
The time required for the refunded amount to reach your account may depend on your bank or payment service provider.
Characteristics of handmade products
Svitlishe ceramics are shaped and decorated by hand. Slight irregularities in shape, traces of the handmade process, and variations in texture or glaze that are visible in photographs or stated in the product description—and that do not prevent the product from being used safely for its intended purpose—are characteristics of handmade work, not defects.
This provision does not limit your rights if the product has an undisclosed defect, is damaged, or does not correspond to your order.
Contact details
Returns enquiries: hello@svitlishe.com
Seller: Sole Proprietor Ovcharenko Marharyta Yuriivna
Return address: Provided in response to a request sent to hello@svitlishe.com