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Terms and Conditions

1. General Provisions

This document constitutes a public offer by Grafio Decor, a sole proprietorship/LLC (hereinafter referred to as the “Seller”) and sets forth the terms and conditions for purchasing goods from the online store located at grafio-decor.com.ua (hereinafter referred to as the “Website”).

Placing an order on the Website or by phone constitutes your full and unconditional acceptance of the terms of this Offer. If you do not agree to these terms, please refrain from placing an order.

The Seller reserves the right to change the terms of this Offer without prior notice. The current version is always available on the Website.

2. Terms and Definitions

  • 2.1 Buyer — a natural or legal person who has placed an order on the Website or contacted the Seller to purchase goods.
  • 2.2 Product — decorative facade products made of reinforced expanded polystyrene (moldings, cornices, columns, pilasters, rusts, window sills, etc.), as presented in the Website’s catalog.
  • 2.3 Order — a properly completed request by the Buyer to purchase goods selected on the Website or agreed upon with a manager.
  • 2.4 Custom Order — the manufacture of goods in non-standard sizes or shapes according to the Buyer’s specifications.

3. Subject Matter of the Agreement

The Seller agrees to transfer to the Buyer goods of satisfactory quality, and the Buyer agrees to accept and pay for them in accordance with the terms of this Offer.

Product specifications (dimensions, materials, finishes) are listed on the relevant pages of the catalog. The colors in the photos may vary slightly from the actual product due to differences in screen displays across various devices.

4. Placing an Order

  • 4.1 Orders are placed via the shopping cart on the Website, by phone, or by email. Upon receiving the order, a manager will confirm product availability and finalize the details.
  • 4.2 The contract is considered concluded upon confirmation of the order by the manager and receipt of the advance payment (if applicable).
  • 4.3 For custom orders, the Buyer shall provide technical specifications or a diagram. Production timelines are agreed upon on a case-by-case basis.
  • 4.4 The Seller reserves the right to refuse to fulfill an order in the event of a product shortage or production constraints, in which case the Seller will refund the full amount paid.

5. Prices and Payment Terms

The prices listed on the Website are in hryvnia (UAH), include VAT, and are current as of the time the order is placed. The Seller reserves the right to change prices without prior notice.

Standard order

100% payment upon delivery or by bank transfer

Custom Order

70% upfront payment upon commencement, 30% prior to shipment

  • 5.3 Payment methods: cash at the office, bank transfer (invoice), credit/debit card via a payment terminal, or online.
  • 5.4 Goods will not be shipped from the warehouse until the order has been paid in full (100%). For custom-made products, shipment will occur after a 70% prepayment has been received.
  • 5.5 Additional discounts may be available for large orders, regular customers, and comprehensive orders—please contact your account manager for details.

6. Delivery

  • 6.1 Free on-site measurements are available in Kyiv and within a 30-kilometer radius of the city. A specialist will visit at a time convenient for the customer.
  • 6.2 Delivery within Ukraine is handled by shipping companies (Nova Poshta, Ukrposhta, or our own vehicles). Delivery costs and timelines are to be agreed upon with the manager.
  • 6.3 The risk of accidental damage to or loss of the goods passes to the Buyer upon delivery of the goods to the carrier or upon pickup from the warehouse.
  • 6.4 Upon receipt of the goods, the Buyer must verify that the shipment is complete and undamaged in the presence of the carrier’s representative. If any damage is found, the Buyer must prepare a damage report and make a corresponding note on the delivery note.
  • 6.5 Pickup is available from our warehouses in Kyiv (18 Avtozavodska St.), Odesa (1/1 Ovidopolskaya Rd.), Poltava (74 Polovka St.), and Lviv (29a Tsentralna St., Zhyrivka village).

7. Returns and Exchanges

Returns and exchanges are governed by the Law of Ukraine “On the Protection of Consumer Rights” and Resolution of the Cabinet of Ministers of Ukraine No. 172 dated March 19, 1994, “On the Implementation of Certain Provisions of the Law of Ukraine ‘On the Protection of Consumer Rights’.”

  • 7.1 Goods of satisfactory quality may be returned or exchanged within 14 days of receipt (excluding the day of purchase), provided they remain in good condition, are complete, and are in their original packaging.
  • 7.2 Goods of unsatisfactory quality (manufacturing defects, damage, failure to meet the stated specifications) shall be returned at the Seller’s expense. The Buyer must report the claim no later than 3 days after receipt.
  • 7.3 Custom-made products (non-standard sizes or shapes) are not eligible for return or exchange if they comply with the approved technical specifications.
  • 7.4 Refunds will be issued within 7 business days after the return of the item has been approved and its condition has been verified.

8. Quality Assurance

All products are made of high-density expanded polystyrene (19–20 kg/m³) and coated with an acrylic-based reinforcing compound containing marble chips (Merolith D10f mixture), which ensures resistance to moisture, UV radiation, and temperature fluctuations.

  • 8.1 The warranty period for the products is 12 months from the date of sale, provided that the installation and operating conditions are followed.
  • 8.2 The warranty does not cover damage resulting from physical impact, improper installation, or failure to follow storage instructions.
  • 8.3 The seller provides advice on installation and recommended materials for fastening and painting the decorative elements.

9. Personal Data

By placing an order, the Buyer consents to the processing of their personal data (name, address, phone number, email address) in accordance with the Law of Ukraine “On the Protection of Personal Data” No. 2297-VI.

  • 9.1 Data is used exclusively for order processing, delivery, and customer feedback. The Seller does not disclose personal data to third parties without the Buyer’s consent, except as required by law.
  • 9.2 The Buyer has the right to withdraw consent to the processing of their data by sending a request to info@grafio-decor.com.ua.
  • 9.3 The Website uses cookies and analytics services (Google Analytics, Google Tag Manager) to improve its performance. By continuing to use the Website, the Customer agrees to their use.

10. Liability of the Parties

  • 10.1 The Seller is responsible for the quality of the goods, their conformity with the description on the Website, and the timely fulfillment of the order within the agreed time frame.
  • 10.2 The Seller shall not be liable for delivery delays caused by the actions of shipping companies or force majeure events (such as martial law, natural disasters, actions by government authorities, etc.).
  • 10.3 The Buyer is responsible for ensuring that the contact information provided is accurate and that the technical specifications for custom orders are accurate.
  • 10.4 If the Buyer cancels a custom order after production has begun, the advance payment (70%) is non-refundable, as manufacturing costs have already been incurred.

11. Dispute Resolution

All disputes arising from this Offer shall be resolved through negotiation. If an agreement cannot be reached, the dispute shall be resolved in accordance with the procedures provided for by the laws of Ukraine. The venue for dispute resolution is the city of Kyiv.

Customers may submit a complaint via email to: info@grafio-decor.com.ua. The processing time is 10 business days.

Validity of the document

Since 08/04/2026, indefinite