Refund policy

Return and Exchange Policy

General Provisions

This Policy governs the procedure for returning and exchanging goods purchased from the DUKHMIAN store (hereinafter — the Seller). The relationship between the Seller and the buyer regarding returns and exchanges is governed by the Law of Ukraine "On Consumer Rights Protection" (in particular, Articles 8 and 9), other applicable laws of Ukraine, and these Rules.

By placing an order, the buyer confirms that they have read this Policy and agree to its terms.

1. Return of Goods of Inadequate Quality (Damage During Delivery)

1.1. If goods are received with signs of mechanical damage, or with compromised integrity of the packaging or contents, the buyer is required to photograph the condition of the outer packaging before unpacking.

1.2. Within 7 (seven) calendar days from the date of receipt, the buyer shall send to info@dukhmian.com a request containing:

* the order number;
* photographs of the outer packaging (before opening);
* photographs of the goods after unpacking;
* a description of the defects identified.

1.3. Based on the materials received, the Seller shall decide within up to 3 (three) business days on either a free replacement of the goods with an equivalent item (at the Seller's expense) or a full refund of the value of the goods — at the buyer's choice.

1.4. Refunds are issued within 7 (seven) business days from the moment the circumstances of the damage are confirmed.

2. Return of Goods of Adequate Quality

2.1. In accordance with Article 9 of the Law of Ukraine "On Consumer Rights Protection," the buyer has the right to return goods of adequate quality within 14 (fourteen) calendar days from the date of receipt, provided that all of the following conditions are met:

* the goods have not been used;
* the commercial appearance, consumer properties, seals, labels, and original packaging are preserved without any compromise to their integrity;
* proof of purchase is available (order number, electronic receipt, etc.).

2.2. Return procedure:

* the buyer sends a request to info@dukhmian.com with the subject line "Return" and the order number;
* within 3 (three) business days, the Seller provides instructions and the return address;
* the goods are shipped at the buyer's expense and arrangement;
* upon receipt of the goods, the Seller carries out an inspection within 5 (five) business days to verify compliance with clause 2.1 and makes a decision regarding the refund.

2.3. If compliance is confirmed, the value of the goods is refunded. Delivery costs are not reimbursed.

2.4. The refund transfer period is up to 7 (seven) business days from the completion of the inspection.

3. Goods That Cannot Be Returned

Goods that do not meet the conditions of Article 9 of the Law of Ukraine "On Consumer Rights Protection" cannot be returned, in particular:

* goods with a broken original seal or other signs of unpacking that indicate loss of commercial appearance;
* goods with signs of use (partial burning of sticks, missing or damaged individual units);
* goods purchased at offline points of sale (fairs, festivals, exhibitions) where the buyer had the opportunity to examine the properties of the goods directly;
* goods that have been used for their intended ritual purpose and have changed status (in particular, consecrated incense from the Easter collection);
* goods without documentary proof of purchase.

4. Exchange

Unpacked goods are not exchanged. To replace goods with a different item, the buyer shall process a return in accordance with Section 2 and place a new order for the desired item.

5. Incomplete Order

If the buyer discovers that the order is incomplete (a missing unit of goods, accessory, etc.), they are required to notify the Seller within 3 (three) calendar days from the date of receipt by sending a request to info@dukhmian.com with a description and photographic documentation. The missing item will be shipped at the Seller's expense within up to 5 (five) business days from the moment the circumstances are confirmed.

6. Method of Refund

Refunds are issued by the same method as the original payment. In the case of payment by bank card, funds are returned to the payer's card; the time it takes for the funds to be credited to the buyer's account depends on the policy of the issuing bank and may be 3–10 business days.

7. Contact Information

For all inquiries regarding returns and exchanges, please contact info@dukhmian.com. Requests are processed within 48 hours on business days.