Returns and exchanges

The procedure depends on who the buyer is and what exactly is being purchased.

Individual buyers

Russian consumer protection law applies.

Pieces made to your specification

Cannot be returned or exchanged if the goods are free of defects. Under Russian consumer law, goods with individually defined properties, usable only by the buyer who ordered them, are excluded from the general right of withdrawal.

This covers items manufactured to the parameters of a specific order: non-standard dimensions, a finish, fabric or colour you selected, a modified configuration, or custom detailing.

The bespoke nature of each position is recorded in the specification you approve and sign before payment. Until that moment you may cancel the order.

Standard catalogue items

If an item ships in its serial configuration, with no changes made for your project, you may withdraw at any point before delivery and within seven days after delivery.

The item must retain its appearance, properties, original packaging and proof of purchase. The purchase price is refunded within ten days of the request, less the cost of returning the goods.

Defects, transit damage, specification mismatch

Always returnable or replaceable, whether the piece is serial or made to order.

Inspect the delivery on receipt and record any packaging damage in the transport documents — this simplifies the claim with the carrier. If a defect appears later, write to us with a description and photographs. The claim period is limited by the manufacturer's warranty.

Remedies follow Russian consumer law: replacement, repair, a proportionate price reduction, or a refund.

Business buyers

Supplies to companies and sole proprietors are governed by a supply contract. Consumer protection law does not apply. Claim procedures and deadlines for quality, quantity and completeness are set by the contract and the Russian Civil Code.

How to start a return

Write to [email protected] or message us on WhatsApp. Include the order number, describe the situation and attach photographs of the item and its packaging. We will get back to you and agree the next steps.