ARHIBIS accepts returns and exchanges of quality goods in accordance with the Law "On Consumer Protection".
Under the Law of Ukraine "On Consumer Protection", the buyer may:
- Exchange a quality item within 14 days of receiving it, whether at a post office branch or when picking it up in person.
- Return a quality item.
- Return or exchange a defective item.
Which items are eligible for exchange and return:
- Items accompanied by a fiscal receipt (we send links to fiscal receipts via SMS and email);
- Items in their original packaging with all tags and labels intact, that have not been used;
- Items purchased no more than 14 days ago.
Procedure for returning or exchanging a quality item:
1. Notify us of your intention to return the paid item;
2. Complete the RETURN FORM (we will send it to you via your preferred messaging app or by email);
3. Provide the declaration number of the shipped parcel and the bank card number for the refund;
4. Once we receive the item, we will issue a refund or arrange an exchange within three business days.
Return shipping costs are the responsibility of the buyer.
Procedure for returning a defective item:
1. Notify us of your intention to return the paid item;
2. Complete the RETURN FORM (we will send it to you via your preferred messaging app or by email);
3. Provide the declaration number of the shipped parcel and the bank card number for the refund;
4. Once we receive the item, we will issue a refund or send a replacement item within three business days.
In this case, return shipping costs are covered by us.
Returns and exchanges are processed via Nova Poshta or Ukrposhta to the following address:
- Kyiv, Nova Poshta, branch No. 39, Olesia Arhirei +38(067)1378794
- Kyiv, Ukrposhta, postcode 04210, Olesia Arhirei +38(067)1378794.
Refunds are processed after the seller receives the returned item.
Refunds are issued to a bank card or via money transfer to a Nova Poshta or Ukrposhta branch.
Refunds are processed within 3 days from the date the seller receives the parcel at a Nova Poshta or Ukrposhta branch.
Exception! The Cards, Catalogues & Bead Palettes section.
Live Cards, Palettes, and Czech (seed) bead Catalogues are original proprietary designs and are not eligible for return or exchange.
If a discrepancy is found between the numbers and the live bead samples, the Live Card is returned to us for correction, and we cover the shipping costs both ways. The discrepancy between the numbers and the live samples must be photographed or recorded on video and sent to nik592009@ukr.net. We are responsible only for the Live Bead Cards produced by us, all of which are numbered and bear our distinguishing mark.
Dispute Resolution
Inspection of all parcels is permitted. When collecting your parcel at the post office, if you are not satisfied with the item, it does not match the information listed on our website, or the quality is unsatisfactory, you may refuse the parcel right there at the post office. You will not be required to pay anything. If the order was prepaid, we will refund your money.
If you refuse a parcel, our manager will contact you to clarify the reasons. To help us improve the quality of our work, please let our manager know why you refused the order, so that we can avoid repeating the same mistakes in the future.
Possible situations and how we resolve them:
1. Beads are missing from a bead embroidery kit
If beads are missing from your kit, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which kit the beads are missing from
- Which bead number (colour code) is missing
- Approximately how many grams are missing.
If possible, please send photos of all the bead packets and a photo of the outer bead packet showing the packer's number, so we can carry out an investigation.
We will definitely resolve your issue, identify the cause of the error, and send you the missing beads at our expense.
2. The wrong beads were included in the bead embroidery kit
If the wrong beads were included in your kit, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which kit contained the incorrect beads
Please be sure to send us photos of all the bead packets and a photo of the outer bead packet showing the packer's number, so we can carry out an investigation.
We will definitely resolve your issue, identify the cause of the error, and send you the correct beads at our expense.
3. The parcel contained the wrong item
If you received the wrong item in your parcel, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which item you received instead
- Which item you ordered but did not receive
Please be sure to send a photo of the receipt from the parcel so we can carry out an investigation.
We will definitely resolve your issue, identify the cause of the error, and arrange an exchange of items at our expense.
4. An item you ordered is missing from the parcel
If an item you ordered is missing from the parcel, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which item is missing from the parcel
Please be sure to send a photo of the receipt from the parcel so we can carry out an investigation.
We will definitely resolve your issue, identify the cause of the error, and send you the missing item at our expense.
5. The parcel is damaged
All parcels shipped within Ukraine via Nova Poshta or Ukrposhta are insured. If your parcel or its contents arrive damaged, you must file a damage report right at the branch, submit a written claim, and initiate an official investigation. During this investigation, the possibility of compensation will be considered. You may also refuse the parcel at the post office, stating the reason for refusal.
Please notify us that you have refused the damaged parcel.
You can also contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp so that we can send you an undamaged replacement item. Please provide:
- The surname and first name the order was placed under
- Which item was damaged
- The nature of the damage
We will definitely resolve your issue and send you a replacement for the damaged item.
6. Thread and/or needles are missing from the bead embroidery kit
If the kit you received is missing thread or needles, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which kit is missing the thread and/or needles
If possible, please send a photo of the outer bead packet for the kit showing the packer's number, so we can carry out an investigation.
We will definitely resolve your issue, identify the cause of the error, and send you the thread and/or needles for the kit at our expense.
7. You spilled your beads and would like us to assemble a new kit or supply individual bead colours by number
If you have spilled the beads from your kit and would like us to reassemble them for you, you can contact us by phone at +380 66 137 8794 or +380 67 137 8794, or message us via Viber, Telegram, or WhatsApp, providing:
- The surname and first name the order was placed under
- Which specific kit the beads are for
- Whether you need a full set of beads or only individual numbers
We will definitely resolve your issue, calculate the cost of the beads you need, and select them for you.