If you need to exchange or return an item purchased from KASANDRA, please review our policy below and contact us!

 

INSPECTION AND FITTING

When you receive your order — at a Nova Poshta branch or directly at our production facility — you have the right to inspect and try on the item before confirming receipt and payment.

Returns and exchanges are governed by the Law of Ukraine "On Consumer Rights Protection."

 

Footwear in proper condition (wrong size, color, or model)

Condition: clean, with no scuffs, signs of wear (indoor or outdoor), or damage
Contents: original box and all included materials


Footwear of improper quality (manufacturing defect found)

If you discover a manufacturing defect during wear — the sole has come unglued, a seam has come apart, or the leather is damaged through no fault of your own — you're entitled to a return or replacement. If a quality inspection is required, the review period is up to 14 days.

More on warranty terms — [here]

More on what is not considered a manufacturing defect — [here]

EXCHANGE/RETURN TIMEFRAME AND CONDITIONS

Exchanges or returns must be made within 14 calendar days of receipt. The item must be in its original packaging and show no signs of use. Items that have been worn cannot be returned.

PACKAGING AND SHIPPING

Please pack the item carefully to prevent damage in transit. Claims for exchange or refund will not be considered if this condition isn't met. Return shipping costs are covered by the buyer. In certain cases, Nova Poshta's "Easy Return" service may be used — please arrange this with a manager in advance. Parcels with cash on delivery noted will not be accepted.

REFUNDS

Funds for paid orders are refunded only to the buyer's bank card, after the item is received and inspected. Refund processing time is 5–7 business days from the moment the parcel is received and inspected.

EXCHANGE AND PRICE DIFFERENCE

If the new item you're exchanging for costs less than the returned one, we refund the difference in cash or credit it as a bonus toward your next order (your choice). The bonus has no expiration date.

IMPORTANT

When arranging the return shipment, be sure to list the recipient as a sole proprietor (ФОП), not a private individual. If entered incorrectly, our manager won't be able to track the return and the courier won't be able to collect it.

The seller reserves the right to end the business relationship with a buyer in cases of a disproportionate number of complaints or speculative-pattern orders.

RETURN ADDRESS

Lviv, Nova Poshta branch No. 12

Sole Proprietor Ilyk Vlada Petrivna, +38 063 183 34 83