We manufacture and ship glass Christmas balls with thorough quality control and careful packaging in gift boxes. If something goes wrong, we will promptly help with an exchange or return.
1. General terms and conditions
According to the legislation of Ukraine, you can exchange or return goods of proper quality within 14 days from the date of receipt (excluding the day of receipt), if the merchandise condition is preserved.
Merchandise condition for our balls means:
- original gift box and filler;
- seals/stickers (if any);
- no traces of use, chips, scratches or foreign odors.
Exceptions: individual and personalized products (for example, balls with your logo/name) are not subject to return/exchange if they are of proper quality — this corresponds to the general rules for individually defined goods and the list of exceptions established by the government.
2. If the product is damaged or defective
- Please, check the package upon receipt at the branch/post office or from the courier. In case of damage/shortage, ask to issue an Act (recording of discrepancies) and inform us. This will help to quickly resolve the issue.
- If the defect was discovered at home - write to us within 24 hours after receipt: indicate the order number, a brief description of the situation and add a photo/video (if possible - a video of unpacking).
What we will offer: exchange for a similar product, an equivalent replacement, repair (if possible) or refund after acceptance and inspection.
3. If it does not fit (color/size/quantity)
Notify us within 14 days of receipt. Return the product in its full package and in its original box with filler. After inspection at the warehouse, we will issue a refund.
Please, carefully pack the return shipment (box + filler), mark "fragile". We may refuse to accept the return if damage occurred during transportation due to improper packaging.
4. Who pays for delivery
- Inadequate quality / damage / incorrect assembly - we pay for the delivery.
- Proper quality (changed your mind / did not fit) - the buyer pays for the delivery.
5. How to arrange an exchange/return
Write to us at shop@santaclaus.com.ua or call 0997805848 / 0971953374. Specify the order number, full name and reason for the appeal.
- Receive shipping data and a short application form from the manager.
- Pack the product in its original box with filler; attach a receipt / copy of the invoice.
- Send the parcel by delivery service; send us the tracking number.
- After receipt and inspection, we will confirm the exchange or refund.
6. Terms and method of refund
- We make the refund in the same way you paid (online - to the card; non-cash - to the details).
- Crediting usually takes 5-7 business days after receipt and successful verification at the warehouse (the actual term depends on the bank/payment system).
7. When we cannot accept the return
- there are traces of use or mechanical damage that occurred after receipt;
- there is no original box/filler/tags;
- the product is personalized (logo/name, individual design) and of proper quality;
- application later than 14 days from receipt.
8. Address for self-pickup/contact
Ukraine, Kyiv region, Klavdievo-Tarasovo village, Uspenska st., 1 (visits by prior arrangement with the manager).