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Delivery and Returns

Version dated 8 September 2026.

These terms explain how BORDER organises delivery, Order cancellation, and returns of goods and funds. They form an integral part of the Public Offer. In the event of any inconsistency, the agreed individual Order and mandatory provisions of law take precedence.

1. How delivery works

BORDER organises fulfilment of an Order and engages independent contractors, including sole proprietors, carriers, postal operators, couriers, warehouses, and other contractors. Unless expressly agreed otherwise, BORDER is not an independent carrier or postal operator.

Available directions:

  • Ukraine → European Union countries;
  • European Union countries → Ukraine;
  • local delivery in the destination country, where included in the Order.

The specific route, handover method, and carrier are determined separately for each Order, taking into account the address, item specifications, applicable restrictions, and availability of the relevant Contractors.

2. Delivery cost

Before the Order is confirmed, BORDER provides a preliminary quote. It may include:

  • receipt of the item from the seller or sender;
  • inspection and photographs, where ordered;
  • packing or repacking;
  • transportation between acceptance points;
  • international and local transportation;
  • insurance, where available and separately agreed;
  • customs payments, fees, and customs representative services — only where expressly stated in the quote;
  • services for organising and supporting the Order.

The preliminary cost may change after actual weighing, measuring, inspection of the packaging, or determination of mandatory payments. BORDER will not incur additional expenses above the agreed budget without the Customer’s consent.

3. Time frames

Purchase, receipt, and delivery time frames are stated in the individual Order and, as a general rule, are estimates. They are calculated from the moment specified in the Order, including confirmation of payment, actual purchase, or receipt of the item.

Time frames may be affected by:

  • the seller’s order processing;
  • the operations of postal and transport providers;
  • customs inspections and decisions;
  • queues or temporary restrictions at the border;
  • weather conditions, the security situation, and air-raid alerts;
  • weekends and public holidays in countries along the route;
  • the need to clarify information or obtain a decision from the Customer.

BORDER reports any known material delay through the online account, Telegram, telephone, email, or another agreed channel.

4. Customs clearance

The Customer must provide accurate information about the recipient, the item, its value and purpose, as well as documents objectively required for transportation and customs clearance.

Taxes, customs duties, fees, storage charges, and customs representative services are not deemed included in the price unless expressly stated in the Order.

BORDER cannot guarantee a particular decision by a customs authority or another public authority. If an authority requires additional documents or payments, BORDER informs the Customer and agrees the next steps.

5. Item restrictions

BORDER does not accept for transportation any item whose purchase, storage, export, import, or movement is prohibited by law, carrier rules, or the terms of the relevant route.

Restricted categories may include weapons, ammunition, explosives and hazardous substances, narcotic and psychotropic substances, certain medicinal products, cash, cultural property, perishable goods, live plants or animals, batteries, liquids, aerosols, and other goods subject to special transportation conditions.

Before payment, the Customer must inform BORDER of any item properties that may affect the safety or legality of its movement. BORDER may refuse such an Order or propose another lawful method of fulfilment.

6. Receiving and inspecting a shipment

When receiving a shipment, the Customer must, to the extent permitted by the carrier’s rules:

  • check the integrity of the outer packaging;
  • verify the number of packages and available consignment-note details;
  • record visible damage using photos or video;
  • ask the carrier’s representative to issue a report of damage, shortage, or weight discrepancy;
  • inform BORDER immediately and provide copies of the documents issued.

If damage could not be discovered upon receipt, the Customer reports it as soon as it is discovered and retains the item, all packaging, labels, and documents until the matter has been reviewed.

7. Cancellation before purchase

The Customer may cancel an Order before the item is actually purchased. To do so, the Customer must contact BORDER through the channel used for the Order and state its number.

BORDER refunds unused funds after deducting the cost of services already properly provided and actual documented expenses already incurred. If no services have been provided and no expenses have been incurred, the entire amount paid is refunded.

8. Cancellation after purchase

After the item has been purchased, BORDER cannot unilaterally cancel the transaction with the seller. The possibility of returning the item depends on:

  • applicable law;
  • the specific seller’s return rules and time limits;
  • the item’s category, condition, and completeness;
  • the availability of a receipt, labels, seals, and packaging;
  • the country in which the item was purchased;
  • the cost and feasibility of return shipping.

At the Customer’s request, BORDER checks whether a return is possible and agrees the necessary steps and expenses. Making a request does not guarantee that the seller will accept the item.

9. Items whose return may be restricted

A return may be impossible or restricted for items specified by law or seller rules, including custom-made or personalised items, items with broken seals or hygiene protection, perishable goods, digital content after supply has begun, and other specified categories.

Separate rules may apply to used items and purchases from private individuals. BORDER informs the Customer of known restrictions before purchase where the relevant information is available.

10. Defective or non-conforming items

If the item received does not match the agreed specifications or has a defect, the Customer provides BORDER with:

  • the Order number;
  • a description of the issue;
  • photos or video of the item, packaging, and labels;
  • other documents required by the seller or carrier.

BORDER reviews the circumstances, provides the Customer with available seller documents, and assists with a claim to the seller or carrier. The remedy — return, replacement, repair, price reduction, or another form of relief — is determined by applicable law, the seller’s terms, and the actual circumstances.

11. Damage or loss during delivery

Claims concerning damage, shortage, or loss are considered on the basis of handover documents, the carrier’s report, photo and video records, the declared value, and the relevant carrier’s terms.

BORDER coordinates the claim with the Contractor and informs the Customer of its progress. The amount of carrier compensation may depend on the declared value and purchased insurance coverage. This does not restrict BORDER’s liability where it is expressly provided by law or contract.

12. Refunds

Refundable amounts may include:

  • the unused balance of the Purchase Budget;
  • funds actually refunded by the seller or carrier;
  • payment for services not provided;
  • other amounts refundable under the law or agreed terms.

Only agreed actual expenses or actual expenses permitted by law and the cost of the properly provided part of the services may be deducted. BORDER provides a calculation of the refund.

As a general rule, the refund is made using the same method as the original payment within the period agreed by the parties, but no later than the maximum period established by law. The time required for the funds to be credited after they have been sent depends on the bank and payment provider.

13. How to submit an enquiry

Send an enquiry through the Order support channel or to info@border.team. State:

  • the Order number;
  • the Customer’s name and contact details;
  • the reason for cancellation, return, or claim;
  • the preferred solution;
  • photos, video, reports, and any other supporting materials available.

BORDER confirms receipt of the enquiry and explains the next steps. The resolution time depends on the nature of the enquiry and the involvement of a seller, carrier, bank, or public authority.

14. Consumer rights

These terms do not exclude or restrict Customer rights guaranteed by mandatory provisions of Ukrainian consumer-protection law. If a provision permits more than one interpretation, the interpretation that does not narrow the Customer’s statutory consumer rights applies.

15. Contact details

BORDER LLC
Unified State Register code (EDRPOU): 46301917
Registered office: Apt. 44, 12/30 Okhrimova Hora St., Zhytomyr, Ukraine
Email: info@border.team