Warranty

Kyiv Stend gives a 3-year (36-month) commercial warranty on all signs, nameplates, tactile Braille plates and information stands, starting from the date the buyer receives the goods. The warranty applies equally to stock catalogue items and to custom-made products. It is granted on top of the 2-year statutory guarantee under Directive (EU) 2019/771 (Sale of Goods Directive) - not instead of it. Covered defects: manufacturing defects in the substrate, print defects and defective mounting fixtures. To submit a claim, email kyivstend@ukr.net - processed within 14 days.

Warranty term and legal basis

The 3-year (36-month) commercial warranty is a manufacturer guarantee issued by Kyiv Stend voluntarily and free of charge. It runs from the date the buyer receives the goods, not from the order date or the dispatch date. The term is identical for stock catalogue items and for custom-made products manufactured to an approved artwork proof.

We are often asked whether a custom-made sign carries a shorter warranty than a stock item. It does not. Both carry the same 3-year term.

The commercial warranty is granted in addition to the 2-year statutory conformity guarantee that all sellers in the European Union must provide under Directive (EU) 2019/771 (Sale of Goods Directive, in force since 1 January 2022, replacing Directive 1999/44/EC). B2C buyers therefore hold both remedies: statutory conformity rights under EU consumer law for the first 2 years, and the extended Kyiv Stend commercial warranty for the full 3 years. B2B buyers receive the commercial warranty as a contractual guarantee separate from any B2B statutory regime of their member state.

What is covered

• Manufacturing defects in the substrate - cracks, delamination, defects of the PVC, cast acrylic or aluminium composite panel caused by the manufacturer.
• Print defects - uneven UV-ink coverage, low-contrast or blurred graphics caused by an equipment fault or a production error on our side.
• Defective mounting fixtures - broken standoffs, faulty hardware, failed fixing joints due to a manufacturing defect.
• Non-conformity with the approved artwork proof - errors in text, dimensions or layout that passed our production QC after the artwork proof was signed off by the client.

What is not covered

• Mechanical damage - impact, drops, pressure, scratches or other damage that occurred after the buyer received the goods.
• Damage from improper storage or use - for example, yellowing of acrylic caused by prolonged direct sunlight, or substrate deformation caused by excessive humidity.
• Natural wear after the warranty period has ended.
• Modifications made by the buyer - additional elements glued on, repainting, mechanical machining of the item after delivery.

How to submit a warranty claim

Received a defective item - do not call. Photograph it, find the delivery document and email us. This gets the case resolved faster than a phone conversation.

Claim processing time

The claim processing time is up to 14 days from receipt of the complete documentation. Within this period the manager assesses the defect, determines its cause and agrees a resolution with the buyer.

In practice 90% of claims are answered with a proposed resolution within 3 to 5 working days.

Resolution options

• Replacement. We manufacture a new item to the original approved artwork and ship it via Nova Poshta International, DHL, GLS or DPD. The defective item is returned by the buyer using the return label we provide - return shipping is at Kyiv Stend expense.
• Repair. If the defect is localised and repair is technically feasible, we arrange collection back to Kyiv, remedy the defect and ship the item back after correction.
• Refund. Full refund of the amount paid, remitted by SEPA transfer (EU B2C and B2B) or SWIFT transfer. Standard bank clearing time: 5 working days from agreement.
• Partial batch replacement (B2B). If a warranty defect is found in 5-10 units of a 50-100 unit batch, we manufacture and ship the defective quantity separately without reissuing the full order documentation.

Documents for B2B claims

For B2B buyers, in addition to the standard package (photos of the defect + delivery document) please attach: the commercial invoice, the packing list and the CMR consignment note if the shipment was road freight. A formal written response to the claim can be issued on request - suitable for the accounting or legal department of the buyer.

Details of shipping documentation and delivery routes: delivery and shipping to the EU. Payment and invoicing details: B2B and B2C payment terms.