Refund policy

We offer a 30-day return period. You have 30 days after receiving your item to request a return.

Eligibility
Items must be unused, in the condition received, and returned with any original packaging, accessories and proof of purchase. To request a return, email acc003@kivorus.com with your order number and the reason for the request.

Return instructions
Returns must be approved before being sent. We will provide the correct return address and instructions after reviewing your request. Please do not send an item to the sender address shown on the parcel or return it without authorization, as it may not reach the correct facility. Unless the item is faulty, damaged or incorrect, return shipping costs are the customer’s responsibility.

Damaged, defective or incorrect items
Inspect your order when it arrives and contact us promptly if an item is damaged, defective or incorrect. Include your order number and clear photos where possible so we can assess the issue.

Exceptions
For hygiene and safety reasons, opened or used personal-care items cannot be returned unless faulty. Custom or personalized products, hazardous materials, gift cards and items marked final sale are not eligible for change-of-mind returns. Your rights under applicable consumer law are not affected.

Cancellations
Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after an order has entered processing or fulfillment.

Refunds
We will notify you after an approved return has been received and inspected. Approved refunds are issued to the original payment method. Banks and payment providers may require additional processing time. Original shipping charges are not refundable unless required by law or the order was faulty, damaged or incorrect.

European Union cooling-off rights
Where applicable, customers in the European Union have a 14-day right to cancel or return eligible purchases. Items must be unused, in the condition received, and accompanied by proof of purchase.

Questions
Email acc003@kivorus.com for return or refund assistance.