Refund policy
Returns and exchanges
We carefully inspect every order before shipping so that you receive a quality product matching your order.
Under Article 9 of the Ukrainian Law "On Consumer Rights Protection" and Cabinet of Ministers Resolution No. 172 of 19 March 1994, children's soft toys of proper quality are not subject to exchange or return.
This means a product without defects that matches the order cannot be returned or exchanged.
If the product is damaged
If you received an item with a manufacturing defect, damage, or it does not match your order, please contact us within 30 days of receiving your order.
To process your claim, send us:
the order number;
photos or video of the damage;
a short description of the problem.
After review we will offer a solution: a replacement or a refund in accordance with Ukrainian law.
Nova Poshta "Easy Return"
Approved returns are shipped via the Nova Poshta "Easy Return" service.
Before arranging a return, please contact us and get confirmation.
Once the return is approved:
Open the Nova Poshta app.
Select the parcel under "My shipments".
Tap "Manage parcel" → "Easy Return".
Create the waybill and hand the parcel over at a branch or parcel locker.
The service is available within 14 days of receiving the parcel. If those 14 days have passed, arrange the shipping method with us — we accept defect claims within 30 days. Refund terms and timing are agreed directly with the store.
Important: arranging an "Easy Return" without prior approval from the store does not mean the item is automatically accepted back.
We always aim to resolve disputes quickly and as comfortably as possible for our customers.
We carefully inspect every order before shipping so that you receive a quality product matching your order.
Under Article 9 of the Ukrainian Law "On Consumer Rights Protection" and Cabinet of Ministers Resolution No. 172 of 19 March 1994, children's soft toys of proper quality are not subject to exchange or return.
This means a product without defects that matches the order cannot be returned or exchanged.
If the product is damaged
If you received an item with a manufacturing defect, damage, or it does not match your order, please contact us within 30 days of receiving your order.
To process your claim, send us:
the order number;
photos or video of the damage;
a short description of the problem.
After review we will offer a solution: a replacement or a refund in accordance with Ukrainian law.
Nova Poshta "Easy Return"
Approved returns are shipped via the Nova Poshta "Easy Return" service.
Before arranging a return, please contact us and get confirmation.
Once the return is approved:
Open the Nova Poshta app.
Select the parcel under "My shipments".
Tap "Manage parcel" → "Easy Return".
Create the waybill and hand the parcel over at a branch or parcel locker.
The service is available within 14 days of receiving the parcel. If those 14 days have passed, arrange the shipping method with us — we accept defect claims within 30 days. Refund terms and timing are agreed directly with the store.
Important: arranging an "Easy Return" without prior approval from the store does not mean the item is automatically accepted back.
We always aim to resolve disputes quickly and as comfortably as possible for our customers.
