1. GENERAL PROVISIONS
1.1.
This Returns and Exchanges Policy (the “Policy”) sets out the procedure for returns, exchanges and the review of customer requests concerning Products purchased through the Online Store https://gelium.com.ua (the “Online Store”).
1.2.
This Policy has been prepared in accordance with the Civil Code of Ukraine, the Law of Ukraine “On Consumer Rights Protection”, the Law of Ukraine “On Electronic Commerce” and other applicable laws and regulations of Ukraine.
1.3.
This Policy forms an integral part of the Online Store’s legal documentation and applies together with:

• the Public Offer Agreement;

• the Privacy Policy;

• the Cookie Policy;

• other documents published in the Online Store.

1.4.
This Policy applies to all Products sold by the Seller through the Online Store unless otherwise expressly provided by Ukrainian law or the terms of a specific Order.
1.5.
The provisions of this Policy apply subject to the specific characteristics of certain Product categories, including:

• balloons;

• balloon arrangements;

• custom-made Products;

• personalized Products;

• other Products that, due to their properties, are subject to special return or exchange conditions under Ukrainian law.

1.6.
Any matters relating to returns or exchanges that are not governed by this Policy shall be governed by the laws of Ukraine.

 
2. LEGAL BASIS
2.1. General Provisions
2.1.1.
Returns and exchanges are handled in accordance with Ukrainian law, taking into account the nature and properties of the Product, the method of manufacture, the conditions of sale and other circumstances relevant to the request.
2.1.2.
When reviewing requests, the Seller follows the principles of good faith, reasonableness, fairness and respect for consumer rights.
2.2. Application of Law
2.2.1.
The Buyer’s rights regarding returns, exchanges, remedy of defects, price reductions, termination of the agreement and refunds are determined by Ukrainian law.
2.2.2.
If any provision of this Policy conflicts with mandatory requirements of Ukrainian law, Ukrainian law shall prevail.
2.3. Individual Review of Requests
2.3.1.
Each request for a return or exchange is reviewed individually, taking into account:

• the nature of the Product;

• the actual circumstances;

• the reason for the request;

• documents and other materials provided by the Buyer;

• the requirements of Ukrainian law.

2.3.2.
If necessary, the Seller may ask the Buyer to provide additional information, photographs, videos or other materials required for an objective review.
2.4. Good-Faith Cooperation
2.4.1.
The Buyer and the Seller undertake to cooperate in good faith when handling return or exchange requests and to provide the information reasonably required for a complete and objective resolution.

 
3. RETURNS AND EXCHANGES OF PRODUCTS OF PROPER QUALITY
3.1. General Provisions
3.1.1.
The Buyer may return or exchange a Product of proper quality only in the cases and in the manner provided for by Ukrainian law.
3.1.2.
A return or exchange of a Product of proper quality is possible only where the requirements of Ukrainian law and this Policy are met and the Product does not belong to a category for which returns or exchanges are restricted by law or by the specific nature of the Product.
3.2. Products That Cannot Be Returned or Exchanged
Unless otherwise required by Ukrainian law, Products of proper quality that cannot be returned or exchanged include, in particular:

• balloons filled with helium or air;

• ready-made balloon arrangements;

• Bubble Balloons;

• custom-made Products;

• personalized Products;

• Products featuring custom text, printing or design;

• other Products that, due to their properties, method of manufacture or nature of use, cannot be resold after being transferred to the Buyer.

3.3. Conditions for Returning Other Products
Where Ukrainian law permits the return or exchange of a Product of proper quality, such return is possible only if:

• the Product has not been used;

• its original appearance has been preserved;

• its consumer properties have been preserved;

• the Product remains complete;

• packaging, seals and labels (if any) have been preserved;

• the Buyer can confirm that the Product was purchased from the Seller.

3.4. Inspection of a Returned Product
After receiving a returned Product, the Seller will inspect it.
If it is established that:

• the Product has been used;

• it has mechanical damage;

• its original appearance has been lost;

• the Product is incomplete;

• components originally included are missing;

• the return conditions established by Ukrainian law or this Policy have been breached,

the Seller may refuse the return or exchange and will state the reasons for the refusal.

 
4. RETURNS AND EXCHANGES OF PRODUCTS OF IMPROPER QUALITY
4.1. General Provisions
4.1.1.
If the Buyer receives a Product of improper quality, the Buyer may contact the Seller to request replacement, a refund or another remedy available under Ukrainian law.
4.1.2.
A Product defect means a manufacturing defect or a failure of the Product to conform to the Order caused by the Seller.
4.2. How to Submit a Request
4.2.1.
The Buyer is advised to contact the Seller as soon as possible after discovering the defect.
4.2.2.
To allow the Seller to review the request, the Buyer should provide:

• the Order number (if available);

• a brief description of the issue;

• photographs or video of the Product;

• a receipt or other evidence that the Product was purchased from the Seller.

4.3. Review of a Request
4.3.1.
After receiving a request, the Seller reviews the materials provided.
4.3.2.
If necessary, the Seller may ask the Buyer to provide additional photographs or videos or to return the Product for inspection.
4.3.3.
Each request is reviewed individually, taking into account the nature of the Product and the circumstances of the particular case.
4.4. If a Defect Is Confirmed
If it is confirmed that the defect was caused by the Seller, the Buyer is entitled to:

• free replacement of the Product;

• a refund of the amount paid;

• another lawful means of resolving the matter agreed by the Parties.

4.5. What Is Not Considered a Defect
The following are not considered Product defects:

• the natural gradual loss of volume or buoyancy of helium balloons;

• changes in balloon shape caused by temperature or atmospheric-pressure changes;

• damage occurring after the Product has been transferred to the Buyer;

• punctures, cuts or other mechanical damage;

• improper transportation, storage or use of the Product;

• exposure to direct sunlight, air conditioners, heaters, high or low temperatures;

• accidental damage or actions of third parties;

• force-majeure circumstances.
   

• arrangements created to an individual order;

• Products made according to the Buyer’s sketches, layouts or preferences;

• other Products with individual characteristics selected by the Buyer when placing the Order.
   

5. CUSTOM-MADE AND PERSONALIZED PRODUCTS
5.1. General Provisions
5.1.1.
Custom-made or personalized Products include Products manufactured, assembled or decorated according to the Buyer’s individual preferences.
5.1.2.
Such Products include, in particular:

• balloons with custom text;

• printed balloons;

• personalized Bubble Balloons;

• custom-made balloon arrangements;

• Products made using the Buyer’s sketch, layout or design;

• other Products with individual characteristics selected by the Buyer when placing the Order.

5.2. Fulfilment of the Order
5.2.1.
The Buyer independently selects the text, colors, design, composition, number of elements and other characteristics of a personalized Product.
5.2.2.
The Buyer is responsible for the accuracy of all information provided, including text, dates, names, wishes, photographs, logos, layouts and other materials.
5.2.3.
Once production of a custom-made or personalized Product has begun, cancellation or changes are possible only by mutual agreement of the Parties and only if production can still be stopped without significant expense.
5.3. Copyright
5.3.1.
By providing photographs, logos, images, text or other materials, the Buyer confirms that they have the right to use such materials for fulfilment of the Order.
5.3.2.
The Seller does not verify ownership of copyright or other proprietary rights in such materials and is not liable for any infringement by the Buyer.
5.4. Returns and Exchanges
5.4.1.
Custom-made and personalized Products of proper quality cannot be returned or exchanged unless expressly required by Ukrainian law.
5.4.2.
If a personalized Product has a manufacturing defect or differs from the agreed Order due to the Seller’s fault, the Buyer’s request will be handled in accordance with Section 4 of this Policy.
5.4.3.
If an issue results from errors in text, inscriptions, layouts, photographs or other information supplied by the Buyer, this does not constitute grounds for a refund or exchange.

 
6. SPECIFIC CHARACTERISTICS OF BALLOONS AND ARRANGEMENTS
6.1. General Provisions
6.1.1.
Balloons, balloon arrangements and other decorative products have operating characteristics that depend on the physical properties of the materials, the filling method and environmental conditions.
6.1.2.
The Buyer confirms that they are aware of the natural characteristics of such Products and understand that their appearance and usable life may change during normal use.
6.2. Natural Properties of Balloons
6.2.1.
After transfer to the Buyer, helium- or air-filled balloons gradually lose volume and buoyancy due to the natural diffusion of gas through the balloon material.
6.2.2.
This natural process is not a manufacturing defect and cannot serve as grounds for returning the Product or receiving compensation for its value.
6.3. Factors Affecting Service Life
The service life of balloons may be affected by:

• ambient temperature;

• sudden temperature changes;

• direct sunlight;

• rain or high humidity;

• air conditioners;

• heaters;

• atmospheric pressure;

• mechanical impact;

• contact with sharp objects;

• improper transportation;

• improper storage;

• contact with rough surfaces;

• other external factors.

6.4. Specific Features of Arrangements
6.4.1.
All arrangements are handmade.
6.4.2.
Minor differences from photographs shown on the website are permitted provided they do not change the overall concept, color palette or main characteristics of the arrangement.
6.4.3.
If individual decorative elements or materials are unavailable, the Seller may replace them with alternatives of comparable color, style, purpose and value without reducing the overall visual quality of the arrangement.
6.5. Quality Guarantee
6.5.1.
The Seller guarantees that, at the time of transfer to the Buyer, the Product corresponds to the Order description, is fit for use and has no manufacturing defects.
6.5.2.
Once the Product has been transferred, responsibility for proper transportation, storage and use passes to the Buyer or Recipient.
6.6. Review of Requests
6.6.1.
When reviewing a request concerning the quality of balloons or arrangements, the Seller takes into account:

• the time elapsed since the Product was transferred;

• the nature of the reported issue;

• photographs or videos provided;

• transportation conditions;

• storage conditions;

• conditions of use;

• the physical properties of the relevant Product type.

6.6.2.
Each request is reviewed individually in accordance with Ukrainian law and this Policy.

 
7. PROCEDURE FOR RETURN OR EXCHANGE REQUESTS
7.1. Submitting a Request
7.1.1.
If the Buyer believes that the Product received is defective or that there are grounds for return or exchange under Ukrainian law and this Policy, the Buyer may contact the Seller using the contact details published on the website.
7.1.2.
For the fastest possible review, the Buyer is advised to contact the Seller promptly after discovering the relevant circumstances.
7.2. Information Recommended for the Request
The Buyer is encouraged to provide:

• the Order number (if available);

• the Buyer’s name;

• a contact telephone number or e-mail address;

• a description of the situation;

• the Buyer’s requested remedy;

• photographs or video of the Product (if available).

7.3. Review of a Request
7.3.1.
After receiving a request, the Seller reviews the information provided and may, where necessary, request additional materials or ask for the Product to be submitted for inspection.
7.3.2.
Requests are reviewed within the time limits prescribed by Ukrainian law.
7.3.3.
Following the review, the Buyer is informed of the decision and, where necessary, the Parties agree on the procedure for implementing it.

 
8. REFUNDS
8.1. General Provisions
8.1.1.
Refunds are made only in cases provided for by Ukrainian law and this Policy.
8.1.2.
A refund decision is made after the Buyer’s request has been reviewed and the relevant grounds have been established.
8.2. Refund Method
8.2.1.
A refund is made using the same payment method used for the Order unless otherwise agreed by the Parties or required by Ukrainian law.
8.2.2.
If a refund through the original payment method is technically impossible, the Parties may agree on another lawful refund method.
8.3. Refund Time
8.3.1.
Once a refund has been approved, the Seller will process it within the time limits prescribed by Ukrainian law.
8.3.2.
The actual time for funds to reach the Buyer’s account may depend on the bank or payment system used for the original payment.
8.4. Refund Amount
8.4.1.
The refund amount is determined in accordance with Ukrainian law and the circumstances of the specific request.
8.4.2.
If the return concerns only part of an Order, the price of the relevant Product is refundable unless otherwise provided by Ukrainian law.
8.5. Refusal of a Refund
The Seller may refuse a refund if:

• there are no legal grounds for the refund;

• the request does not comply with this Policy;

• it is established that the issue arose after the Product was transferred to the Buyer for reasons for which the Seller is not responsible.

9. CHANGES TO THE RETURNS AND EXCHANGES POLICY
9.1. Policy Updates
9.1.1.
The Seller may amend this Policy in the event of:

• changes to Ukrainian law;

• changes to the Product range;

• changes to sales, return or exchange terms;

• introduction of new payment, delivery or service methods;

• other reasonable grounds.

9.1.2.
A new version of the Policy is published on the Online Store website and takes effect upon publication unless otherwise expressly stated in that version.
9.2. Applicable Version of the Policy
9.2.1.
The version of the Policy in effect when the Order was placed applies to that Order unless otherwise required by Ukrainian law.
9.2.2.
The Buyer may review the current version of the Policy on the Online Store website.


10. CONTACT INFORMATION
10.1. Seller
Individual Entrepreneur Lushchan Valeriia Serhiivna
Tax ID: 3581404584
Location: Kyiv, Ukraine
10.2. Contact Details
For questions concerning returns, exchanges or refunds, the Buyer may contact the Seller:
E-mail: geliumbaloons@gmail.com
Website: https://gelium.com.ua
10.3. Relationship with Other Documents
This Policy forms an integral part of the Online Store’s legal documentation and applies together with:

• the Public Offer Agreement;

• the Privacy Policy;

• the Cookie Policy;

• other documents published on the Online Store website.

10.4. Effective Date
This version of the Policy takes effect on April 1, 2026.
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