Returns & Exchanges

Returns and exchanges are handled under the Law of Ukraine “On Protection of Consumer Rights” (Pro zakhyst prav spozhyvachiv) and the Law of Ukraine “On Electronic Commerce” (Pro elektronnu komertsiiu).

The Buyer may return goods of proper quality, or exchange them, within 14 days of receipt, not counting the day of receipt.

A return is possible if all of the following apply:

• The item has not been used and has retained its original appearance.
• All tags, labels and factory markings are intact.
• The item shows no signs of washing or ironing, no smell of perfume or tobacco, no stains and no pulls.
• The item is complete and in its original packaging.
• A proof of purchase is available — a fiscal receipt or its electronic copy.

If the appearance or the properties of the item have been lost through the Buyer’s fault, the Seller may refuse the return.

If a manufacturing defect is found, the Buyer may request a replacement, the repair of the defect, or a refund.

To do so, write to shop@tencore.com.ua or call +380 67 704 99 17, describe the defect and attach photographs. The Seller will review the request and inform the Buyer of the decision.

Where a manufacturing defect is confirmed, the Seller covers the cost of return shipping.

Items made to individual order, or carrying individual printing, are an exception — in line with the List of goods of proper quality that are not subject to exchange or return, approved by a resolution of the Cabinet of Ministers of Ukraine.

All other items in the range are covered by the general return terms set out in section 2.

• Write to shop@tencore.com.ua or call +380 67 704 99 17, quoting the order number and the reason for the return.
• Receive confirmation and the return address from the Seller.
• Send the item together with a copy of the proof of purchase.
• Wait for the Seller to inspect the item.

The cost of return shipping for goods of proper quality is covered by the Buyer.

Refunds are issued by the same method used for payment, within up to 10 banking days of the Seller receiving and inspecting the item.

How long the money takes to appear depends on the bank that issued the Buyer’s card and may be up to 30 days.

The delivery charge paid by the Buyer when placing the order is not refunded, except where faulty goods are returned.