Terms of service

 

Payments

We accept payments via Bank Transfer and Shopify Payments.

1. Bank Transfer

You will not be charged at checkout. Instead, we follow this process:

  1. You place your order.
  2. We send you a pro forma invoice with order, shipment, and payment details.
  3. You complete the wire transfer.
  4. Once payment is received, your order is confirmed: we start production or pack immediately if the item is in stock.
  5. When your order is ready, we ship it with the most suitable parcel service.
  6. You receive your order.

Important:

  • All bank transfer fees must be covered by the customer.
  • Orders will only be processed after full payment is received.
  • In case of cancellation before shipment, refunds will be issued via bank transfer within 14 days of cancellation confirmation.

2. Shopify Payments (Credit/Debit Cards & Digital Payments)

We accept payments via Shopify Payments, which supports major credit and debit cards, as well as digital payment methods. This service provides instant and secure payment processing, ensuring faster order confirmation.

All transactions via Shopify Payments are processed in accordance with Shopify’s Payment Terms and Privacy Policy (link to Shopify's policy).

Taxes, Duties & Additional Costs

  • For customers in Austria & the EU: All prices include VAT, unless stated otherwise.
  • For international orders (outside the EU): Customs duties, import taxes, and any additional fees are the responsibility of the buyer.

Dispute Resolution & Chargebacks

If you experience an issue with your payment or order, please contact us first to resolve it before initiating a chargeback or dispute.

Any payment disputes will be handled in accordance with Austrian consumer protection laws and EU online dispute resolution (ODR) regulations (EU ODR Platform).

For any questions regarding payment options, refunds, or cancellations, please contact us directly.

Delivery

Each Zavadski chandelier is crafted to order, ensuring exceptional quality and attention to detail. As a result, our standard production time is up to four weeks, plus shipping. Specific lead times may vary and will be noted where applicable.

For deliveries within Ukraine, we partner with Nova Poshta, while international shipments are handled by TNT.

Bespoke models require personalized shipping arrangements, which we discuss individually along with other custom details.

Reclamations

If the received merchandise does not match your order, the quantities are incorrect, the package is damaged, or the quality does not meet the stated specifications or your expectations, you have the right to file a reclamation. We will respond in writing within two weeks from the date of your complaint, providing a list of actions to resolve the issue and prevent similar cases in the future (such as repairs, exchanges, etc.). If you are not satisfied with the proposed resolution, please inform us of the actions you would consider satisfactory.

 

Returns

If you are not satisfied with your purchase, you have the right to return the product within 14 days of receipt. Please retain the original packaging for at least this period and use it for the return shipment. We will process your full refund within a maximum of 14 days after receiving the returned item.

If the product is returned poorly packed, unpacked, or damaged, you will still receive a refund. However, we reserve the right to deduct an amount reflecting the product’s depreciation.

Important Notice: Before signing for your delivery, please check the parcel for visible damage, such as a broken or damaged box. Signing upon receipt confirms that the parcel was successfully delivered, and the logistics company will no longer be held responsible for any damage that may have occurred during transit.