Returns and Exchanges
We want every order to fully meet your expectations. If an item is not right for you or you discover an issue when receiving it, you can contact us about an exchange or return in accordance with applicable Ukrainian law.
- 14 days to request an exchange or return for an item of proper quality.
- Refund after approval — within 1 business day.
- Custom-made orders of proper quality are not eligible for return.
days to make a request
For items of proper quality, the exchange or return period is 14 days from the date you receive the order.
business day for a refund
Once the return is approved, the refund is issued within 1 business day.
transparent process
We explain every stage: your request, item inspection, approval, and refund.
When an item of proper quality can be returned or exchanged
A return or exchange is possible if the item has not been used and its condition, completeness, and proof of purchase have been preserved.
The item has not been used
There must be no signs of use, scratches, chips, scuffs, or other evidence of use.
Original condition is preserved
Consumer properties, labels, seals, completeness, and the condition of the item must be preserved.
Proof of purchase is available
A receipt, electronic payment document, or other confirmation of the order is required.
The request is made on time
A request to exchange or return an item of proper quality must be submitted within 14 days of receipt.
Which items of proper quality are not eligible for return
This is especially important for VSKLO because some products may be made individually for a specific order.
Items of proper quality made to an individual customer order are not eligible for exchange or return.
Other categories of goods may also be excluded from exchange or return in accordance with applicable law.
If an item has a defect or was damaged during delivery, the request is reviewed separately.
Return or exchange process
To help us process your request quickly, follow these simple steps.
Message or call us
Provide your order number, full name, phone number, and briefly describe the reason for your request.
Send photos or video
If needed, send photos of the item, packaging, damage, or the contents of the order.
Receive confirmation
We will review the request and let you know whether an exchange, return, or another solution is available.
Send the item
After the return or exchange is approved, send the item back with the complete set of included components.
Inspection after receipt
After receiving the item, we inspect its condition, completeness, and compliance with the return conditions.
Refund
Once approved, the refund is issued within 1 business day.
What to do if an item is damaged or defective
If you notice damage, a mismatch with your order, or another defect when receiving the item, contact us as soon as possible.
Lifetime warranty for characteristic cracks and insert separation
We stand behind the quality of our products, so VSKLO provides a lifetime brand warranty for characteristic glass cracks and insert separation when they are related to production characteristics.
What the warranty does not cover
Need help with a return?
Contact us in whichever way is most convenient, and we will explain the next steps for your order.
