We want every purchase at Miniland.UA to bring you satisfaction, and we want the ordering process to be clear and comfortable. If there is an issue with a product or if it does not suit your needs, please contact us — we will help you find the best solution.
Exchange and Return of Goods of Proper Quality
You may exchange or return goods of proper quality within 14 days, not including the day of purchase, in accordance with the Law of Ukraine “On Consumer Rights Protection”.
Return or exchange is possible provided that:
the product has not been used;
the product’s original appearance has been preserved;
the product’s consumer properties have been preserved;
the original packaging, seals, labels, instructions, and complete set have been preserved;
a document confirming the purchase is available.
If the product shows signs of use, damage, interference, incomplete set, or damaged packaging, we may refuse the exchange or return of goods of proper quality.
Products Made or Modified to Order
Some Miniland.UA products may be manufactured or modified individually for a specific customer order: painting, decal application, model conversion, installation of lighting or electronics, individual configuration, creation of dioramas, layouts, or other products according to technical specifications.
Such products are not subject to return or exchange as goods of proper quality if they were manufactured, modified, or configured specifically for your order.
Before transferring an individual order into production, we agree with the customer on the main product characteristics, technical specifications, configuration, price, and production timeframe.
If the Product Has a Defect or Damage
If you receive a product with a defect, damage, or discrepancy with your order, please inform us as soon as possible after receiving the parcel.
For a quick review of your request, please send us:
order number;
photo or video of the product;
photo of the packaging;
a brief description of the issue.
After receiving the information, we will review the situation and offer a possible solution: product exchange, repair, completion of missing parts, compensation, or refund — depending on the specific case.
Damage During Delivery
Please carefully inspect the parcel when receiving it at the delivery office or in the presence of the courier.
If you notice damaged packaging, impact marks, box deformation, or other signs of damage during transportation, we recommend that you:
take photos or videos of the damage;
file a damage report/claim with the delivery service;
inform us about the situation immediately.
This will help resolve the issue with the delivery service faster and find the best solution for you.
How to Arrange a Return or Exchange
To arrange a return or exchange, please contact us in any convenient way:
Email
Phone
Messengers
In your message, please specify:
order number;
your full name;
reason for the request;
photo of the product, if necessary.
After reviewing your request, our manager will agree on the next steps with you.
Return Shipping Cost
If a product of proper quality is returned or exchanged at the buyer’s initiative, the shipping costs are paid by the buyer.
If the return or exchange is related to our mistake, a product defect, or a discrepancy with the order, the delivery conditions are agreed individually.
Refunds
Refunds are processed after the product has been received and inspected.
Funds are returned using the same payment method used for the purchase or another method agreed with the buyer. The refund processing time depends on the payment system or bank.
Important
We are always open to dialogue and try to resolve every situation carefully and fairly. If you have any questions about a product, its configuration, compatibility, or return conditions, please contact us before placing an order. This will help avoid misunderstandings and make your purchase as comfortable as possible.