Exchange & Returns
In short: standard-size items can be exchanged or returned within 14 calendar days of receiving your order. Return shipping is paid by the customer (you can also use Nova Poshta’s Easy Return service, «Легке повернення»), and we refund the money within 5 business days after the return arrives. If an item has a manufacturing defect or you received the wrong item, we pay the shipping both ways. Made-to-measure items and items in a non-standard colour cannot be exchanged or returned.
We want every purchase to bring you nothing but joy. Exchange or return is possible under Ukrainian law within 14 calendar days of receiving your order.
Conditions
An item can be exchanged or returned if:
- it has kept its original look;
- there are no signs of wear, stains or damage;
- it has not been washed or used for photo or video shoots;
- the original packaging and all tags are intact.
Made-to-measure and unique orders
The following cannot be exchanged or returned, because they are created specifically for your dog:
- items made to individual measurements (the “Custom size” option, +15% to the price);
- items in a non-standard colour, which are a unique order.
How to exchange or return an item
- Let us know: write to info@feelwithfill.com or call +380 93 379 40 82.
- Send the item with Nova Poshta at your own expense or use Nova Poshta’s Easy Return service.
- Shipping costs for an exchange or a return are covered by the customer (except for defective items).
- The new item is sent within 7 business days after the return arrives at our workshop.
Refunds
Money is refunded within 5 business days after we receive the returned item, using the same method that was used for payment; for cash-on-delivery orders, to your bank card.
Defective items
If you receive an item with a manufacturing defect or the wrong item, we pay the shipping both ways — the return to us and the dispatch back to you. Contact us to arrange an exchange or return.
Please note
The following are not grounds for a return:
- minor differences between the photo on the site and the item;
- damage caused by incorrect use.
The full terms are summarised in our Public Offer Agreement. To arrange an exchange, write to info@feelwithfill.com — we are always here to help.
