Returns & Exchange
Returns & Exchange
We comply with Ukrainian consumer protection law. If something went wrong — we will resolve the issue quickly and without unnecessary red tape.
Product Returns
Return period — 14 calendar days from the date of receipt (pursuant to the Law of Ukraine on Consumer Protection).
✅ Conditions for accepting returns
- The item has not been used and retains its original appearance.
- Original factory packaging and labelling are intact.
- Proof of purchase is available: delivery note, invoice, or payment receipt.
- The item is complete — all components are present.
❌ Non-returnable items
- Products made to individual order (non-standard sizes, custom cutting for a project).
- Items that have come into contact with moisture or have been partially used.
- Products with packaging damaged due to the buyer’s fault.
If the item did not suit you for other reasons — contact us and we will consider it individually.
Product Exchange
Exchange period — 14 calendar days from the date of receipt if the item did not match the required specifications.
🔄 Exchange Conditions
- The item has not been used; original appearance and packaging are intact.
- Proof of purchase is available.
- Exchange for a different product or a different thickness / density of material.
💰 Price Difference
- If the new item is more expensive — the buyer pays the difference.
- If the new item is cheaper — the difference is refunded to the buyer’s card or account.
Return shipping to our warehouse for exchange is at the buyer’s expense. We ship the new item after receiving and inspecting the returned goods.
Manufacturing Defect
Found a manufacturing defect? We will replace the item or fully reimburse its cost — at no charge.
🛡 What constitutes a manufacturing defect
- Non-conformity to declared density or thermal conductivity (confirmed by technical data sheet).
- Mechanical damage arising during production or transportation due to our fault.
- Delamination, crumbling, or other structural defects of the material.
📋 What is required to file a claim
- Photos of the defect (overview + close-up shots).
- Order or delivery note number.
- Description of the defect in any form.
Send your materials to [email protected] — we will respond within 1 business day and agree on replacement or compensation terms.
How to Arrange a Return or Exchange
- Contact us
Call or write to [email protected] / [email protected]. Include your order number and the reason for your request. - Receive confirmation
A manager will review the conditions and send a return/exchange confirmation within 1 business day. - Ship the item
Pack the item in its factory packaging and ship to our warehouse via Nova Poshta or another agreed carrier. Shipping costs are at the buyer’s expense (except in warranty cases). - Receive reimbursement or exchange
After receiving and inspecting the item — funds are returned to a card or account within 3–5 business days. Exchange items are dispatched on a priority basis.
Have questions? We are available on business days from 8:00 to 18:00.