We want you to be happy with your order from the Kyiv Independent Store. This policy explains what happens if you change your mind or if an item arrives damaged or isn't what you ordered. Nothing here limits any rights you have under the consumer-protection laws of your country — and if you're in the European Economic Area or the UK, you have additional cancellation rights set out in Sections 5 and 6.
Because we make our products to order — most of our merchandise is printed on demand, and our other items are produced in limited runs — we don't accept change-of-mind returns or exchanges (for example, ordering the wrong size or color), except where local law grants you that right. (see Sections 5–8). However, we will always, wherever you are:
If your item arrives damaged, defective, or misprinted, email store@kyivindependent.com with a description and photos so we can identify the problem, and we will arrange a replacement or a refund. Please tell us promptly — it helps us resolve things quickly. (Where the law gives you a statutory guarantee — for example, the EU's minimum 2-year guarantee of conformity, or the UK Consumer Rights Act 2015 — those rights apply in full regardless of any time we suggest for reporting.)
To cancel before we've produced your order, email store@kyivindependent.com with the subject "Order cancellation: [order number]" and your order/payment confirmations. If the order hasn't been produced, we'll cancel it and issue a full refund.
To cancel before we've dispatched your order, email store@kyivindependent.com with the subject "Order cancellation: [order number]" and your order/payment confirmations. If the order hasn't been dispatched, we'll cancel it and issue a full refund.
If the order is undeliverable because the address is incorrect or it is not collected, it will be returned to our facility, and we'll email you to arrange redelivery. A reshipment may incur an additional charge. We hold orders for up to 30 days. After that period, orders are no longer stored and may be handled according to our carrier's return and disposal process.
If your address changes, please email store@kyivindependent.com as soon as possible (subject: "Request to change shipment address") and we'll try to update it before dispatch. Please check if your city matches its postcode/ZIP.
If your order is lost in transit, allow 2-3 days (as tracking may update early) and check with your local post office. If it still hasn't arrived, email us with your order number, tracking number, and delivery address within 30 days of the estimated delivery date.
For items shipped from Ukraine (the Vyshyvanka and "The Power Within" magazine), import VAT and/or customs duties may apply in your country. If you cancel under a right of withdrawal (Sections 5–6), we will refund the product price and standard outbound shipping; any import VAT or duty you paid to your local customs authority should be reclaimed from that authority, not from us.
If you're a consumer in the European Economic Area, you may cancel your order within 14 days without giving any reason (EU Consumer Rights Directive 2011/83/EU).
For physical products, the 14 days start on the day you (or someone you nominate, other than the carrier) receive the goods, or, for an order delivered in parts, on the day you receive the last item.
If you want to cancel your order, you can either:
Any clear statement of your wish to cancel an order is enough; canceling is never harder than ordering.If you purchased multiple items, you can cancel all or part of your order, except for non-refundable or excluded items.
For cancellations, we will refund all payments, including the standard outbound delivery cost (not premium delivery upgrades), within 14 days of being informed, to the same payment method, at no charge. We may hold the refund until we receive the goods back or proof that you've sent them.
If you have already received your goods, you must send them back within 14 days of notifying us. You are responsible for the direct cost of returning the goods. You're only liable for any reduction in value from handling beyond normal inspection.
Unfortunately, we are unable to offer refunds for "The Power Within" magazine in accordance with Article 16(j) of Directive 2011/83/EU, the right of withdrawal does not apply to the supply of newspapers, periodicals or magazines. Therefore, purchases of single issues of our bookazines/magazines are non-refundable and cannot be canceled once processed. However, we will refund or replace a damaged copy, as set out in Section 2.
If you're a consumer in the UK, you may cancel within 14 days without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. All conditions are the same as in Section 5. These rights are in addition to your rights under the Consumer Rights Act 2015 (goods must be as described, of satisfactory quality and fit for purpose), which apply to damaged or faulty items regardless.
There is no general federal right to return an online order for a change of mind, so our standard policy (Sections 1–4) applies. Separately, US law gives you certain protections: if we don't ship within the stated time (or within 30 days if none is stated), you may cancel for a refund; and you have implied warranty protections for defective goods. Some states also have their own return-disclosure rules.
There's generally no right of change of mind for online purchases in Canada, so our standard policy (Sections 1–4) applies. Under provincial consumer-protection law, you may, however, be entitled to cancel if we fail to provide the required contract information or don't deliver within 30 days of the agreed date, and you may have credit-card chargeback rights.
Our standard policy (Sections 1–4) applies, together with any mandatory consumer-protection rights under your local law.
Please contact us first at store@kyivindependent.com — we'll do our best to put things right.
