Refund policy
Return & Refund Policy
At Kivora, your satisfaction is important to us. We want you to shop with confidence and enjoy your purchase. This policy explains how returns, refunds, exchanges, and our 90-day satisfaction guarantee work.
1. Our 90-Day Satisfaction Guarantee
Kivora offers a 90-day satisfaction guarantee on eligible purchases. If you are not satisfied with your purchase, you may contact us within 90 days of receiving your order to request a return or refund.
To start a request, email contact@kivora.store with your order number, the email address used at checkout, and a brief explanation of your request.
Our team will review your request and provide the appropriate return instructions.
2. Return Eligibility
To qualify for a return under our satisfaction guarantee:
- Your request must be submitted within 90 days of delivery.
- You must provide proof of purchase or a valid order number.
- The product must have been purchased directly from Kivora.
- The product must not have been intentionally damaged, misused, or significantly altered.
Products that have been reasonably tried as intended may still qualify under our satisfaction guarantee. For hygiene and safety reasons, products that have been contaminated, tampered with, or used in an unsafe manner may not be eligible, except where applicable law requires otherwise.
Please retain the original packaging when possible, as it may help us process your request.
3. How to Request a Return
To request a return:
- Email contact@kivora.store within 90 days of delivery.
- Include your order number and explain the reason for your request.
- Wait for our team to provide return authorization and instructions.
- Follow the provided instructions to complete the return.
Returns are handled by mail. Our team will provide the applicable return destination after reviewing your request.
Please do not send products to an address without receiving return instructions first, as this may prevent us from processing your return.
4. Return Shipping Costs
For returns requested because of a change of mind or personal preference, the customer is responsible for return shipping costs unless otherwise required by applicable law.
If you receive an incorrect, damaged, or defective product, Kivora will cover reasonable return shipping costs or provide an appropriate alternative resolution.
We do not charge restocking fees.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact contact@kivora.store as soon as possible after delivery.
Include your order number and, if available, clear photographs showing the issue.
After reviewing your request, we will offer an appropriate solution, which may include a replacement, exchange, or refund at no additional cost, subject to applicable consumer protection laws.
6. Refund Processing
Once your return has been received and reviewed, or once another refund resolution has been approved, we will notify you by email.
Approved refunds are issued to the original payment method, generally within 10 business days after approval.
Your bank, card issuer, or payment provider may require additional time to display the funds in your account.
If your approved refund has not appeared after the applicable processing period, please contact us at contact@kivora.store.
7. Exchanges
If you need to exchange an eligible product, please contact our team by email. Exchanges are subject to product availability and the circumstances of your request.
For defective or incorrect items, we will provide a suitable resolution without additional charges where required by law.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at contact@kivora.store.
We will attempt to accommodate cancellation requests before the order has been processed or dispatched.
Once an order has been shipped, cancellation may no longer be possible. In that case, you may request a return in accordance with this policy.
9. Shipping Charges and Import Fees
Original shipping charges are generally non-refundable for discretionary returns, except when the return results from our error or when applicable law requires reimbursement.
Customs duties and import fees paid directly to third parties may not be refundable by Kivora.
10. Consumer Rights
Nothing in this policy limits or excludes any mandatory consumer rights or legal remedies available under the laws applicable to your purchase.
Where local consumer protection laws provide greater rights than this policy, those rights will apply.
11. Contact Us
For return requests, refunds, exchanges, or questions about this policy, contact:
Kivora Customer Support
Email: contact@kivora.store