Refund policy

Exchange & Returns

Exchanges and returns are handled in accordance with the Law of Ukraine "On Consumer Rights Protection." An item of proper quality can be exchanged or returned within 14 calendar days of receipt, provided the conditions below are met.

Item of proper quality

In accordance with the Law of Ukraine "On Consumer Rights Protection," an item of proper quality can be exchanged or returned within 14 calendar days of receipt.

A return or exchange is possible if:

  • the item hasn't been used and shows no signs of wear;
  • its market condition and consumer properties are preserved;
  • there's no soiling, damage, or other signs of use;
  • the original tags, labels, and stickers are intact;
  • the item is returned in the same condition and set as when it was received.

When returning or exchanging an item of proper quality, the buyer covers the cost of return shipping.

If, under Ukrainian law, a certain category of proper-quality goods is not eligible for exchange or return, such items cannot be returned.

Item of improper quality

If you've received an item with a manufacturing defect, flaw, or damage that isn't your fault — let us know, and we'll arrange a return or exchange.

The same goes if we made a mistake and sent:

  • the wrong item;
  • the wrong size;
  • the wrong color;
  • the wrong order contents.

In these cases, Agatha Playing covers the cost of return shipping.

To arrange a return or exchange, please contact us within 14 calendar days of receiving your order.

How to arrange a return or exchange

Email us at hello@agathaplaying.com with:

  • your order number;
  • the item you'd like to return or exchange;
  • the reason for the return or exchange.

If the item is defective or damaged, or you received the wrong size, color, or item — please attach photos. We'll get back to you with details on how to proceed with sending your return. Don't send the item right away — message us first, so we can quickly identify your return.

Return address

You can return or exchange an item at:

Agatha Playing
Kyiv, 01001
19V Velyka Zhytomyrska St
Phone: +380 (98) 498 48 40

You can also exchange or return an item in person at this address.

Return shipping cost

If you're returning or exchanging an item of proper quality on your own initiative, you cover the cost of return shipping.

If the reason for the return is a defect, damage, or our mistake (wrong item, size, color, or order contents), Agatha Playing covers the shipping cost.

Refunds

Once we receive your return, we check the item's condition and confirm the return.

Funds for a returned item are refunded to the same bank card used for payment, within 7 days of us receiving the returned item.

The time it takes for the funds to actually appear in your account may depend on your bank.

Contacts

For any questions about exchanges or returns, reach out to us:

Email: hello@agathaplaying.com
Phone: +380 (98) 498 48 40
Address: Kyiv, 01001, 19V Velyka Zhytomyrska St