Payment and Return

Returns & Exchanges Policy

We strive to provide a high level of service and premium product quality. If for any reason you are not satisfied with your purchase, you may request an exchange or return under the terms outlined below.

1. Right of Withdrawal

The customer has the right to cancel the purchase within 14 calendar days from the date of order delivery without providing a reason.

To initiate a return, please contact us via email or through the website contact form, stating your order number.

2. Return Conditions

Returns or exchanges are accepted only if the following conditions are met:

• The product has not been used or installed
• Original packaging is preserved
• Full комплектation is retained
• Full комплектation is retained

Items that do not meet these conditions will not be accepted for return.

3. Product Exchange

Customers may request an exchange for:

• A different model
• A different size / diameter
• The same product in case of a manufacturing defect

Exchange is processed after the returned item is received and inspected at our warehouse.

4. Damage During Delivery

If the product was damaged during shipping:

• Notify us within 48 hours of delivery
• Provide photos of the packaging and damage
• After claim review, we will offer replacement or compensation

Claims submitted after the stated period may be declined.

5. Non-Returnable Items

The following items are not eligible for return or exchange:

• Custom-made products
• Products manufactured to individual dimensions or specifications
• Items damaged due to improper installation or use
• Products without original packaging

6. Refunds

After the returned product is received and inspected:

• Refunds are issued within 5–10 business days
• Refunds are processed via the original payment method
• Banking and payment processing fees are non-refundable

7. Return Shipping Costs

• Return shipping costs are paid by the customer
• Original shipping costs are non-refundable
• The customer is responsible for secure return packaging

🏢 B2B / Wholesale / Designers / Architects

Separate cooperation terms apply to wholesale clients, designers, architects, and partners:

• Returns and exchanges are agreed individually
• Project-supplied or custom-ordered items are non-returnable
• Partial returns or recalculations may be negotiated
• Logistics costs are calculated separately

All B2B matters are governed by contract terms or issued invoices.

🛡 Warranty

All products are covered by an official quality warranty.

📅 Warranty Period

• LED products (integrated LEDs) — 24 months
• Fixtures with replaceable bulbs (E27 / E14 / G9 / G4 sockets) — 36 months

The warranty period starts from the date the customer receives the product.

Warranty Covers

• Manufacturing defects
• Electrical component failures
• Material defects
• Assembly or component defects

Warranty Does Not Cover

• Mechanical damage
• Shipping damage (if not reported on time)
• Improper installation or connection
• Misuse or operation outside technical specifications
• Power surges or voltage fluctuations
• Light bulbs / LED lamps as consumable items

Warranty Service Includes

• Replacement of defective parts
• Shipment of spare components
• Product repair
• Full product replacement (if repair is not possible)

The decision is made after photo/video inspection and, if required, technical expertise.

📦 International Returns

Returns from abroad may be shipped via postal or courier services of the sender’s country or international logistics operators delivering to Ukraine.

Customers may use any convenient carrier, including but not limited to:
DHL, FedEx, UPS, Meest Express, Nova Poshta Global, USPS, Royal Mail, Deutsche Post / DHL Paket, Poczta Polska, Poste Italiane, and others.

International Return Conditions

• International return shipping costs are paid by the customer
• Parcels must be securely packed for international transit
• The order number and sender contact details must be included
• Any customs duties related to the return shipment are paid by the sender

We recommend coordinating the return shipping method with our manager prior to dispatch.

📞 Contact Information

For all return, exchange, and warranty inquiries, please contact us:

• Email: info@terra-svet.com
• Phone / WhatsApp / Viber / Telegram: +380638646725
• Warehouse Address: Kyiv, Ukraine 🇺🇦
• Contact Form: via website