If an item purchased from KORALI is not suitable for you, or if you discover an issue with your order after receiving it, you may contact us to request a return or exchange.
Below you will find the main time limits, conditions and return procedure so that you can understand our policy before placing an order.
For online orders, the period is calculated from the date you receive the item, in accordance with the rules applicable to distance contracts.
Once the returned item has been received, inspected and the return approved, KORALI will issue the refund within 7 calendar days.
The customer pays return shipping for an item of proper quality. KORALI covers agreed return shipping in case of a confirmed defect or our error.
Returns and exchanges of items of proper quality
If an item was purchased through the KORALI online store, the customer may notify us of their decision to withdraw from the distance contract within 14 days of receiving the item, unless an exception provided by applicable law applies to that item.
An item of proper quality may be accepted for return or exchange provided that:
- the item has not been used or worn;
- its original appearance and consumer properties have been preserved;
- the item remains complete;
- the packaging, tags and other components have been preserved, where applicable;
- the purchase from KORALI can be verified.
If the item does not suit you in terms of size, colour, model or for another reason unrelated to a defect, please contact KORALI before sending it back.
Who pays for return shipping?
Return shipping is paid by the customer
If an item of proper quality is returned or exchanged because the size, colour, model or another characteristic is not suitable, and the reason is unrelated to a defect or an error by KORALI, the customer covers the return shipping costs.
Agreed return shipping is paid by KORALI
If a defect is confirmed or the customer received an incorrect item due to an error by KORALI, we will cover the agreed return shipping costs.
If your item has a defect
If you notice a defect after receiving your order, please contact KORALI, provide your order number and the name of the item, and describe the issue. If possible, please include photographs — this will help us review your request more quickly.
Customer rights regarding defective goods are determined by the Law of Ukraine “On Consumer Rights Protection”. Depending on the nature of the defect and the circumstances, remedies provided by applicable law may include repair of the defect, a price reduction, replacement of the item or a refund where provided by law.
Please do not send a defective item back without contacting us first. Contact KORALI and we will provide the current return details and agree on the appropriate shipping method with you.
How to request a return or exchange
Use the contact details provided on our Contact page.
Tell us which item you would like to return or exchange and briefly explain the reason for your request.
A KORALI manager will provide the current recipient details and agree on the return shipping method with you.
The item must be properly protected against damage during transportation.
Once we receive the returned item, KORALI will inspect its condition and confirm the exchange or refund.
Refund timeframe
After receiving and inspecting the returned item and confirming eligibility for a refund, KORALI will issue the refund within 7 calendar days.
For an online order, you may notify us of your decision to withdraw from the distance contract within 14 days of receiving the item.
The refund method will be agreed with the customer, taking into account the original payment method. Once KORALI has issued the refund, the time required for the funds to appear in your account may additionally depend on your bank or payment provider.
Please note: the 7-calendar-day timeframe is KORALI's stated maximum processing period for approved refunds and does not limit any additional rights granted to the customer under applicable Ukrainian law.
Custom-made and personalised orders
What does KORALI consider a custom-made order?
A custom-made item is an item made or modified specifically for an individual customer according to agreed specifications that differ from the standard model presented on our website.
a custom or non-standard size, length or width; a changed colour palette; a different design, ornament, set configuration or other individually agreed modifications.
a standard KORALI item with standard specifications simply because it was out of stock and a new piece was made after the order was placed.
An item made or modified specifically for an individual customer may not be eligible for return or exchange if, due to its personalised characteristics, it cannot be sold to another person or can only be sold at a substantial financial loss to the seller.
This does not affect the customer's rights under applicable law where the item is defective or an error was made by KORALI.
How should I pack an item for return?
When returning an item, the customer must ensure that it is properly packaged to prevent damage during transportation.
We recommend using the original KORALI packaging together with additional protective outer packaging. Please do not send an item in its gift box alone without additional protection for transportation.
Frequently asked questions
How long do I have to request a return?
For an online order, you may notify KORALI of your decision to withdraw from the distance contract within 14 days of receiving the item, unless a statutory exception applies to that particular item.
How long will it take to receive my refund?
Once KORALI has received and inspected the returned item and approved the refund, we will issue the refund within 7 calendar days.
Who pays for return shipping?
For a return or exchange of an item of proper quality, return shipping costs are paid by the customer. If a defect or an error by KORALI is confirmed, KORALI covers the agreed return shipping costs.
Can I return an item made to my individual measurements?
If an item was made or modified specifically according to your individual specifications and, because of those characteristics, cannot be sold to another person or can only be sold at a substantial financial loss, it may not be eligible for return or exchange. This does not affect your statutory rights in relation to defective goods.
If my item was simply made after I placed the order, is it considered custom-made?
Not necessarily. If you ordered a standard KORALI model without changing its standard specifications, the fact that a new piece was made after you placed the order does not automatically make it a custom-made item.
Please note: this policy is intended to provide a clear explanation of the KORALI returns and exchanges procedure and does not limit any consumer rights guaranteed by applicable Ukrainian law.
Useful Information
Payment methods, delivery within Ukraine and worldwide, carriers and order processing information.
Phone number, messengers, email address and KORALI working hours.
Choose a KORALI gift certificate in the desired amount, available in electronic or printed format.