First of all, we want to let you know that we genuinely appreciate every single one of our customers, and your satisfaction is our primary goal. We want to assure you that we will take care of every situation that could lead you to this page, just let us know, and we will figure it out in the best possible way.

This project was founded by a team of people who want to live in a free Ukraine, and we are doing everything to end the war and liberate our home from invaders.

Each pre-order product is custom made for your order. This approach allows us to be cost-effective and transfer the maximum amount of money to the needs of the Ukrainian army. Therefore we do not accept returns, but can offer replacement only in case of damaged or defective items.

Our policy lasts 14 days from the day when your order has been delivered. If 14 days have gone by since your order has been delivered, unfortunately we can't offer you a replacement.

So if you are not happy with your purchase for whatever reason, please reach our Customer Care Gurus within 14 days from receiving your order, we will do our best for you!

Please include the following information:

• Order number;
• Detailed reasons for return/replacement;
• Proof of purchase;
• Video or/and photo of the faulty product (if applicable);
• Complete delivery address;
• Contact telephone number.

Our customer service team will review your request and will send further instructions. 

Below you can find all important details about the exchange/return/refund process: 

• Only items purchased directly from palianytsia.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

• Returned items must be in the original packaging, including any accessories, manuals, and documentation.

• Customers are responsible for shipping fees on return items if the return is due to preference.

• If there was a mistake in the order or an item came broken, we will cover the cost of the return shipping.

• Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/plastic foiling broken will not be accepted.

• If the condition of the product shipped back to us is not in an acceptable condition we reserve the right not to refund or exchange.

• Products that have been personalized cannot be refunded or exchanged.

• Non-returnable items include pre-order items, items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

• Returns made without contacting our Customer Care Gurus will be refused. Palianytsia reserves the right to deny any return.

What if the item(s) I received are defective/incorrect/damaged?

Did you receive a faulty unit or the wrong product? Sorry about that! We’re happy to arrange a replacement for you. Please contact our Customer Care Gurus to start the replacement process within 14 days of receipt of the item and we’ll get that sorted for you.

Please include the following information:

• Order number;
• Detailed reasons for return/replacement;
• Proof of purchase;
• Video or/and photo of the faulty product (if applicable);
• Complete delivery address;
• Contact telephone number.

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How long is the returns process?

Processing replacements may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

How do I change or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.