Return & Refund Policy

We want you to be happy with the work. If it is not right, you can send it back. Below is how, within what time, and who pays for what. Accepting this policy at checkout means agreeing to this procedure; it does not narrow the rights the law gives you.

14 days to return, no reason needed

You may return an order within 14 days of receiving it, without giving a reason. This right comes from article 13 of the Ukrainian Consumer Protection Act, which covers purchases made at a distance.

It is enough to tell us you are withdrawing within those 14 days — the parcel itself may follow a little later, though without undue delay.

The condition we accept work back in

• The work has not been used: not framed, not mounted, not trimmed.
• No signs of use — no creases, scratches or fingerprints on the printed surface.
• The original packaging and protective materials are kept. Prints are damaged precisely in transit, so this is not a formality.
• Everything that came with it is included: certificate, signatures, inserts.

Your order number or the confirmation email is proof of purchase. No paper receipt is needed.

What cannot be returned

A work damaged after delivery — creased, stained, trimmed, or framed — cannot be returned under this right. That does not apply to damage caused in transit: for that, see the section on damage in delivery.

Certain categories of non-faulty goods are excluded from exchange and return by a list approved by the Cabinet of Ministers of Ukraine. Where a particular work falls under such an exception, we say so in its product description before you pay.

How to start a return

1. Write to femmesenses.cooperation@gmail.com, quoting your order number.
2. Tell us briefly what you are returning and why — the reason is optional, but it helps us do better.
3. We reply with the return address. We do not publish it on the site: this is a one-person studio, so the address is given personally in reply to your email.
4. You send the parcel, packed well, and keep the tracking number.
5. We receive it, check the condition of the work, and refund you.

Who pays for shipping

Simply not right for you

You pay the return shipping. The original delivery you paid the carrier on collection is not refunded.

Faulty, damaged, or the wrong item

We cover all shipping — the return, and the reshipment too if you choose a replacement.

Refunds

Money goes back the way it came: to the card that paid. There is no alternative — the payment system returns funds to that card, and we cannot redirect them to another account.

We start the refund within 14 days of receiving the parcel and confirming the work is in acceptable condition. How long it then takes to appear depends on your bank, usually a few days to a week.

The refund is made in hryvnia, for the amount actually paid. If your card is in another currency the final figure may differ slightly from the original charge because of the exchange rate — that is your bank's doing, and outside our control.

If you ordered several works and return one, you get that work's price back. Partial refunds are perfectly normal.

Exchanges

You can exchange a work for a different format or size. The procedure is the same: write to us, send the original back, and we ship the new one. Any price difference is either paid by you or refunded by us.

Damage in delivery

Inspect the parcel at the branch before you sign for it. If the packaging is crushed, torn or wet, open it there, in front of the carrier's representative, and have the damage recorded in a report. That is the most reliable route, because liability here sits with the carrier.

If you only discover the damage at home, photograph the work and the packaging and send them to us. We will print and ship a replacement or refund you, whichever you prefer, and we pay the return shipping.

International returns

Returns from outside Ukraine work on the same terms. Return shipping and any customs charges on sending are paid by the buyer, except where the work is faulty. We recommend a tracked and insured service: if the parcel is lost on its way to us, we can only refund once it arrives.

If something goes wrong

Write to us before doing anything else. femmesenses.cooperation@gmail.com is read by a person, and almost everything is settled in one email.