We want you to be happy with your order from the Kyiv Independent Store. This policy explains what happens if you change your mind and what we do 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 EU/EEA 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 the law where you live gives you that right (see Sections 5–8). What we always do, 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'll arrange a replacement or 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 or shipped 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 or shipped, we'll cancel it and issue a full refund.
Undeliverable orders (wrong address / not collected). The order returns to our facility, and we'll email you to arrange redelivery. A reshipment may incur an additional charge. We hold orders for 28 days free of charge; after that, storage charges may apply if they are not reshipped or canceled.
Address changes. 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 your city matches its postcode/ZIP.
Lost in transit. Allow 2–3 days (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.
Items shipped from Ukraine (the Vyshyvanka and "The Power Within" magazine). These ship from Ukraine, so import VAT and/or customs duties may apply in your country. If you cancel under a right of withdrawal (Sections 5–6), we refund the product price and standard outbound shipping; any import VAT or duty you paid to your local customs authority is reclaimed from that authority, not from us.
If you're a consumer in the EU/EEA, you may cancel your order within 14 days without giving any reason (EU Consumer Rights Directive 2011/83/EU).
When the 14 days start: for physical products, the day you (or someone you nominate, other than the carrier) receive the goods, or, for an order delivered in parts, the last item.
How to cancel — whichever is easiest:
Any clear statement is enough; canceling is never harder than ordering. If your order had several items, you may cancel all or, where offered, part of it.
Refunds: We refund all payments, including the standard outbound delivery cost (not premium delivery upgrades), within 14 days of being informed, by 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. Returning goods: send them back within 14 days of notifying us. You are responsible for the direct cost of returning the goods. You have an obligation to compensate us, in the event any reduction in value of the good has occured from handling beyond normal inspection. This is not a penalty for exercising your right of withdrawal and may only occur after we assess the circumstances of your handling of the order.
Exceptions (no right of withdrawal):
The fact that we print or make an item to order does not remove your right to cancel — standard designs you simply pick a size/color for are returnable.
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. The clock, how to cancel, refund timing (within 14 days; standard delivery refunded; we may withhold until goods/proof are received), the 14-day return window, and the exceptions are the same as in Section 5 (including that "The Power Within," as a magazine). 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.
