Delivery and payment
Returns
If you want to return an order or a product, please note that with Billiya it is very simple. Returns are handled through the courier companies Nova Poshta and Meest.
Remember that you have 30 calendar days from the moment you receive the parcel, and the products must meet certain conditions.
You can request a return in the following ways:
1) You can submit a return by filling out the online form.
Users who do not have an account on billiya.com will gain access to the online returns management panel after providing the order number related to the product they wish to return, as well as the email address used to place the order.
A user who has an account on billiya.com and is logged in can easily do this directly from their account by selecting the “Returns” section in their personal dashboard.
Select the item you want to return, then choose the type of request and the reason for the return (this is optional, but we would appreciate it if you provide it).
2) If you cannot register the return online, you can use the printed and completed paper return form. You can download it from your customer account in the “Exchange and Return” section or from the email sent after the order shipment was confirmed. Print it, fill it out, and place it inside the return parcel.
You may also notify us in writing at info.cuespool@gmail.com about the order you plan to return, or contact customer support via the hotline at 0(800) 33 19 59.
Download and fill in all the data from the return form by clicking here, and then send the completed form to info.cuespool@gmail.com.
After submitting the return request, a Billiya consultant will contact you. Soon after, you will receive an email confirmation with the return number registered in the system and detailed instructions.
Once the returned parcel arrives at our warehouse, we will inform you. After checking the returned products, we will let you know whether all return conditions have been met. Then we will notify you when the amount equivalent to your return will be refunded.
The refund for the returned product will be processed within a maximum of 7 business days via bank transfer to the IBAN account indicated in the Return Form.
The account must be valid and active, in Ukrainian hryvnia (UAH), and opened at a bank in Ukraine.
If the order you are returning was paid for with a bank card on our website (online payment), the amount will be refunded to the account associated with that card.
If you paid by another method, the money will be returned to the bank account indicated in the Return Form.
The refund does not include delivery costs.
Return at your own expense
If you want to return the product at your own expense (or through another courier company), choose the carrier yourself and follow their instructions.
Please note that for this return method, only courier delivery to our address is available.
You can obtain the current return address from the Billiya online store consultants at +38 098 903 09 93.
Exchange
The exchange process is based on returning the product you wish to exchange, in undamaged condition (as you received it from us), followed by placing a new order for the desired product.
Our store will refund you for the returned product (the one you want to exchange) as soon as the return is received at our warehouse.
You will then need to place a new order as soon as possible to reserve the desired item in stock.