Exchanges and Returns

We strive to ensure that every order brings you satisfaction. If an item does not fit, is not the right style, or for any other reason, you may request an exchange or return in accordance with current Ukrainian law and the terms and conditions listed below.

EXCHANGE AND RETURN POLICY

You may exchange or return an item within 14 calendar days of receiving your order.

To process an exchange or return, the item must:

• Show no signs of wear or use;
• Retain their original appearance and consumer properties;
• Be free of stains, perfume odors, cosmetics, or other contaminants;
• Include all tags, labels, and original packaging.

We reserve the right to refuse to exchange or refund items that:

• show signs of use;
• were damaged after the buyer received them;
• have lost their marketable appearance or consumer properties due to the buyer’s fault;
• were custom-made to order or according to the customer’s personal specifications.

 

HOW TO PROCESS A RETURN

To request a return, please contact us on Telegram @problemes_store or Instagram @problemes.ua and provide:

• order number;
• reason for the return;
• complete refund details (IBAN, tax ID, full name);
• waybill number for the return shipment.

Once the return has been approved, we will provide detailed instructions on how to ship the item.

 

SHIPPING COSTS

Shipping costs for returns or exchanges are the responsibility of the buyer, unless the return is due to a manufacturing defect or an error on the part of the brand.

In the event of a manufacturing defect or an error during order fulfillment, Problemes will cover all logistics costs.

 

REFUNDS

Once the merchandise has been received and inspected, a refund will be issued within 3 business days to the specified account.

 

IMPORTANT

• Light-colored and white items are shipped only after full payment for the order has been received, in accordance with the brand’s internal policy.
• Placing an order on the website constitutes the buyer’s agreement to these exchange and return terms.