Политика возврата средств

REFUND POLICY

RETURN ELIGIBILITY: We accept returns for DEFECTIVE PRODUCTS ONLY (manufacturing defects, shipping damage, or incorrect items). Made-to-order personalized products without defects cannot be returned.

Important Information About Our Products

All our products are made to order specifically for you after your purchase. This means that each item is a personalized product.

Returns and Exchanges

In accordance with EU consumer protection law, personalized made-to-order products are not eligible for return under the 14-day cooling-off period.

However, we accept returns in the following cases:

  • The product has a manufacturing defect or quality issue
  • You received the wrong item (not what you ordered)
  • The product was damaged during shipping

How to Request a Return

If you received a defective, incorrect, or damaged product:

  1. Contact us by email at bystrovto@yandex.ru within 14 days of receiving your order
  2. Provide your order number
  3. Describe the issue and attach clear photos of the product showing the defect or damage
  4. Include photos of the packaging (if the item was damaged during shipping)

Physical return of the product is not required. After reviewing your request and confirming the issue, we will send you a replacement or refund the full order amount.

Inspection Upon Receipt

Please carefully inspect your order immediately upon receipt. If the item is defective, damaged, or you received the wrong item, contact us immediately so we can resolve the issue.

Refunds

After your return request is approved:

  • We will notify you by email of our decision
  • The refund will be processed to the same payment method used for purchase
  • Funds will be returned within 10 business days after approval
  • Please note that your bank or payment system may require additional time to process the refund

If more than 15 business days have passed since your return was approved, contact us at bystrovto@yandex.ru

Non-Returnable Items

  • Products without defects that were made according to your order
  • Products damaged due to improper use
  • Gift cards

Exchanges

If you would like a different size, color, or model, contact us at bystrovto@yandex.ru. We will consider exchange requests on a case-by-case basis.

EU Right of Withdrawal (14 days)

In accordance with the EU Consumer Rights Directive, personalized goods made to customer specifications are excluded from the right of withdrawal within 14 days without giving a reason (Article 16(c) of Directive 2011/83/EU).

This right applies only to products with manufacturing defects, damage, or order errors.

Contact Information

Email: bystrovto@yandex.ru

For all return-related questions, please contact us at the email address above.