Refund policy

1. General Principles and Legal Basis

1.1. Our Guarantee. KOTLIAROVA guarantees the quality of clothing from Ukrainian manufacturers. Our policy is transparent, fair, and fully compliant with international consumer protection standards.

1.2. Applicable Legislation. Your right to return or exchange is governed by the following laws:

• For orders within Ukraine: The Law of Ukraine "On Consumer Rights Protection" (Article 9 "The Consumer's Right to Terminate the Contract").

• For orders to the European Union (EU) and EEA: The Consumer Rights Directive (EU) 2011/83/EU (Article 9 "Right of Withdrawal").

• For orders to the United Kingdom (UK): The Consumer Contracts Regulations 2013 (Regulation 29).

• For orders to the USA, Canada, and other regions: Our standard 30-day return policy applies, unless local law provides a longer mandatory period.

2. Return Conditions and Non-Returnable Items

2.1. General Condition Requirements. To be eligible for a return or exchange, the item must meet all of the following criteria:

• Unused and Unworn: The item must not have been used, worn, or washed.

• Original Tags Attached: All original labels, size tags, and stickers must be intact and attached.

• Original Packaging: The item must be returned in its original packaging.

• Complete Set: All accessories, belts, or additional elements included in the set must be present.

2.2. Non-Returnable Items. In accordance with Clause 5, Article 9 of the Law of Ukraine "On Consumer Rights Protection" and similar norms in other jurisdictions, items for personal hygiene use are not eligible for return or exchange, except in cases of manufacturing defects.

• This category includes: Underwear (panties, bras, bodysuits), swimwear, and hosiery.

• Important Note: Bathrobes, pyjamas, and other homewear can be returned provided the general conditions (clause 2.1) are met.

2.3. Defective or Incorrectly Shipped Item. If you receive a defective item or an item that does not match your order, please contact us at support@kotliarova.com within 48 hours of delivery. Provide your order number and attach clear photos/videos. Upon confirmation, we will provide a prepaid return label and cover all associated costs.

3. Step-by-Step Return/Exchange Procedure

To ensure a smooth process, please follow these instructions:

1. Initiate a Request: Contact our support team at support@kotliarova.com within the applicable return period. Provide your order number and reason for the request.

2. Receive Authorization: We will issue you a Return Merchandise Authorization (RMA) number and detailed instructions, including the correct shipping address.

3. Pack and Ship: Securely pack the item with all tags attached. Include a copy of your order confirmation or the RMA number inside the package. We strongly recommend using a trackable and insured shipping service.

4. Inspection and Processing: Once received at our warehouse, the return will be inspected (the process takes 3-5 business days). We will notify you of the approval or rejection of your request.

4. Financial Terms: Shipping, Duties, and Refunds

4.1. Responsibility for Return Shipping Costs.

4.2. Initial Shipping Cost. The cost of initial delivery to you is non-refundable, except in cases where the return is due to our error.

4.3. Refund Procedure.

• Timing: Approved refunds are processed to the original payment method within 10 business days of us receiving and approving the return.

• Method: Refunds are processed via our payment operator Hutko back to your Visa or Mastercard bank card (original payment method).

• Bank Processing: It may take an additional 5-10 business days for the refund to be credited to your account, depending on your bank's policies.

• Currency and Amount: Refunds are issued in the original transaction currency. Any currency exchange differences or bank fees are the customer's responsibility.

5. Exchange Procedure

• Exchanges are subject to item availability.

• The process is similar to a return (Section 3). Please specify the desired size/model in your request.

• The customer pays for shipping both ways, as per Section 4.1.

6. Return Addresses

Do not ship any returns without obtaining an RMA number first. Upon authorization, we will provide the exact address. Our logistics centers are:

7. Contact Information

For all questions regarding returns and exchanges:

• Email: support@kotliarova.com

• Phone: +38(097)-472-48-09