Return & Refund Policy
Return & Refund Policy
At Kivorae, customer satisfaction is important to us. We offer a 90-day money-back guarantee on eligible purchases.
90-Day Return Period
You may request a return within 90 days of receiving your order.
To be eligible for a return, the item should generally be in its original condition and, where applicable, include its original packaging, accessories, manuals, and other components.
For hygiene, health, and safety reasons, certain opened, used, personalized, perishable, or hygiene-sensitive products may not be eligible for return unless they are defective or damaged upon arrival.
How to Request a Return
To request a return, contact us at:
Please provide your order number, the item(s) you wish to return, and the reason for the return. If the product is damaged, defective, or incorrect, please also provide clear photographs showing the issue.
Please do not send products back without first contacting our customer support team.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If an item arrives damaged, defective, or different from what you ordered, contact us promptly so we can evaluate the issue.
Where appropriate, we may offer a replacement, refund, or another suitable resolution at no additional product cost to you.
Return Shipping
If the return is due to an error on our part, such as receiving an incorrect, defective, or damaged item, we will provide appropriate assistance with the return.
For returns due to personal preference, change of mind, or other reasons not caused by Kivorae, the customer may be responsible for return shipping costs.
Original shipping charges, where applicable, are generally non-refundable unless required by applicable law or the return results from our error.
Refunds
Once we receive and inspect your approved return, we will notify you of the refund status.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for the funds to appear, depending on your bank or payment provider.
Non-Returnable Items
Certain products may not be eligible for return, including:
- Gift cards;
- Personalized or custom-made products;
- Perishable goods;
- Products that cannot be returned for hygiene or health-protection reasons after being opened or used;
- Items damaged through misuse, improper handling, or normal wear and tear.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
For return or refund questions, contact support@kivorae.com.