1. Seller information

Online store: Floors.in.ua

Seller: ISE Group, LLC

Address: Apollo Business Centre, 7-D Zdolbunivska Street, Building D, Kyiv, 02081, Ukraine

Phone: +38 (096) 744-60-61

Email: info@floors.in.ua

Business hours: Monday–Friday 09:00–19:00, Saturday 10:00–17:00, Sunday closed.

2. Returns of products of proper quality

A customer may request an exchange or return of a product of proper quality within 14 calendar days, excluding the day of purchase, unless another period is required by Ukrainian law.

A return is possible if:

• the product has not been used or installed;
• its original appearance, properties, completeness, packaging, seals and labels have been preserved;
• there are no signs of damage, processing, cutting or installation;
• proof of purchase or other confirmation of the order is available.

3. Custom-made and specially prepared products

Products manufactured to individual specifications, specially ordered from a manufacturer, cut, tinted, assembled or otherwise modified for a specific customer may be excluded from return or exchange where permitted by law.

This restriction does not apply to defective products, products that do not correspond to the confirmed order, or products damaged through the fault of the seller or carrier.

Before payment for a custom order, the customer will be informed about its specifications, estimated delivery time and any applicable return restrictions.

4. Defective, damaged or incorrect products

If you receive a damaged or defective product, or a product that does not correspond to your order, please contact us as soon as possible:

• do not use or install the product;
• retain the product, packaging, labels and accessories;
• take photographs of the product, packaging and damage;
• send the order number, description and photographs to info@floors.in.ua.

After reviewing the request, we will offer an appropriate remedy available under applicable law, including replacement, repair, a proportional price reduction or refund.

5. Inspection upon delivery

Please check the number of packages, completeness, appearance of the product and condition of its packaging upon delivery. Any visible damage or discrepancy should be recorded in the carrier’s documents and photographed.

6. How to request a return

1. Contact us at +38 (096) 744-60-61 or info@floors.in.ua.
2. Provide the customer’s name, order number, product name and reason for the request.
3. Attach photographs if the product is damaged or does not correspond to the order.
4. Wait for confirmation and return shipping instructions.

Please do not send a product without prior confirmation, as we need to identify and process the return correctly.

7. Return shipping costs

For a return of a product of proper quality, return shipping costs are paid by the customer unless otherwise agreed.

If the return results from a defect, seller error or discrepancy with the confirmed order, reasonable return shipping costs are paid by the seller.

8. Refunds

After the returned product has been received and inspected, the refund will be issued using the original payment method or another method agreed with the customer.

Refunds are processed within the period required by Ukrainian law, normally no later than seven days after approval of the return. The final crediting time may also depend on the customer’s bank or payment provider.

The original delivery fee is not refundable when a product of proper quality is returned and the delivery service was properly completed.

9. Applicable law

These terms apply together with the current laws of Ukraine. Nothing in this policy limits any mandatory consumer rights provided by law.