Exchange, return of goods and money

Time Limit for Returns or Exchanges

The buyer has the right to request an exchange or return of standard non-food goods of proper quality within 14 calendar days, excluding the day of purchase/delivery.

To meet the deadline, it is sufficient to send an application for exchange or return before the period expires.

Returns of Standard Goods of Proper Quality

Standard goods of proper quality can be exchanged or returned if:

• the product has not been used;
• the product has not been installed or mounted;
• there are no signs of operation, damage, or contamination;
• the commercial appearance and consumer properties are preserved;
• completeness, tags, markings, and documentation are intact;
• the packaging is preserved, provided it forms part of the product's commercial appearance;
• a receipt or other proof of purchase from Tivoli Land is provided;
• the product was not custom-made according to individual specifications.

Opening the packaging solely to inspect the item does not, in itself, deprive the buyer of the right to return it, provided the item was not used and retains its commercial appearance.

If a similar item is not available for exchange, the buyer may:

• select another product with an appropriate price adjustment;
• wait until a similar product becomes available;
• terminate the contract and receive a full refund.

Custom Made / Individual Orders

Goods of proper quality manufactured or customized according to individual specifications of the buyer may not be eligible for return if they feature non-standard characteristics and cannot be sold to another person, or can only be sold at significant financial loss to the seller.

Such products may include items with custom dimensions, structures, configurations, personalized elements, or other non-standard characteristics agreed upon in writing by the buyer prior to production.

A standard catalog product is not considered custom-made solely because it was manufactured after the order was placed.

Restrictions on returning custom items of proper quality do not limit the buyer's rights in cases of:

• manufacturing defect;
• material defect (substantial defect);
• non-conformity with the agreed specifications;
• incomplete set;
• damage caused by the fault of the seller or carrier;
• receipt of a wrong item.

Goods of Improper Quality (Defective Items)

If a defect is discovered during the warranty period, the buyer may contact Tivoli Land with a request for:

• free repair of the defect;
• proportionate price reduction;
• reimbursement of agreed expenses incurred to repair the defect;
• product replacement in cases provided for by law;
• a refund in the event of a material defect or in other cases provided for by law.

A defect is considered material if it renders the product unusable for its intended purpose, arose through the fault of the manufacturer or seller, and meets the criteria established by applicable law.

If necessary, the seller performs a quality inspection of the product. The inspection period does not exceed 14 calendar days, unless another period is agreed with the buyer.

Conducting a quality inspection does not deprive the buyer of their statutory rights.

Receipt of Incorrect or Incomplete Orders

If the buyer receives a different product, incorrect items, or a lesser quantity, Tivoli Land must be notified within a reasonable time after detecting the discrepancy.

At its own expense, the seller will:

• deliver the missing components;
• replace the incorrectly delivered product;
• arrange the return of such product;
• or issue a corresponding refund as agreed with the buyer.

How to Request an Exchange or Return

Your request must include:

1. First and last name of the buyer;
2. Order number;
3. Phone number and email address;
4. Product name and code (SKU);
5. Date of delivery;
6. Reason for request;
7. Preferred resolution: exchange, repair, price reduction, or refund;
8. Bank account details (IBAN) for processing a refund.

If the request concerns damage, incomplete items, or another defect, it is recommended to attach photos or video. The absence of photos is not an automatic ground for refusing to consider the request.

Tivoli Land will confirm receipt of the request within one business day and provide instructions regarding the return procedure or inspection of the product.

Returning Goods to the Seller

Return Address: 16 Bila St., Rivne, Ukraine.

Before dispatching oversized goods, the date, transport, and loading procedure must be coordinated with a manager in advance.

It is not recommended to send oversized goods independently without prior agreement, as specialized transport may be required.

The following items must be enclosed with the product:

• a return or exchange application;
• a copy of the sales receipt or other proof of purchase;
• all components and documentation received with the product;
• warranty card/certificate, if provided.

Shipping Costs and Expenses

The return of standard goods of proper quality purchased online is organized by Tivoli Land in accordance with applicable legislation.

For oversized items, Tivoli Land agrees on the transport method and pickup date with the buyer.

If the buyer chooses a more expensive delivery method than the standard option proposed by the seller, the difference in cost may be borne by the buyer.

If the product is defective, damaged through the fault of the seller, or sent in error, all expenses related to return, inspection, repair, replacement, and redelivery are covered by Tivoli Land.

Inspection of Returned Goods

Upon receiving the item, Tivoli Land checks its completeness, condition, and conformity to the claimed reason for return.

Inspection of standard items of proper quality is completed within three business days.

If technical inspection of a defective product is required, the inspection period will not exceed 14 calendar days, unless another timeframe is agreed upon with the buyer.

The buyer will be notified of the decision by phone or email.

Refund Process

Refunds are processed in Ukrainian Hryvnia (UAH) via bank transfer:

• to the bank account from which the payment was made;
• or to another account specified and verified by the buyer in the return application.

Refunds to a third party are issued only if there are legal grounds and upon receipt of a written statement from the payer.

Tivoli Land processes refunds no later than seven calendar days from the date of agreement on contract termination and receipt of necessary bank details.

If applicable law establishes a shorter timeframe or a different starting point for calculation, the statutory period applies.

After the transfer is processed, crediting depends on the buyer's bank and typically takes 1–5 banking days.

Refundable Amounts

In case of returning standard goods of proper quality, the buyer is refunded:

• the paid purchase price of the product;
• the cost of the cheapest standard delivery option, if required by law or agreed terms of the order.

Additional costs for a more expensive delivery method chosen by the buyer are non-refundable.

The cost of properly performed services such as installation, unloading, site preparation, or other separately ordered work is non-refundable.

In case of returning a product with a material defect, incorrect product, or product damaged through the fault of the seller, the buyer receives a full refund of:

• the full price paid for the item;
• agreed delivery costs;
• documented return shipping costs incurred by the buyer.

No restocking, processing, or restoration fees are charged to the buyer.

Grounds for Refusal of Return (Proper Quality)

A return request for goods of proper quality may be rejected if:

• the statutory deadline for return has passed;
• the product was used or installed;
• the product is damaged, contaminated, or shows signs of wear caused by the buyer;
• completeness or commercial appearance is lost;
• the product was manufactured to individual specifications and falls under statutory exceptions;
• the product belongs to a category exempt from return under applicable legislation.

The decision to reject a return, along with the reasoning, will be communicated to the buyer in writing or by email.

These restrictions do not apply to legitimate claims concerning goods of improper quality.

Contact Information