Returns & Refund Policy

Return Requests

If you are not satisfied with your purchase, please review this policy and contact Kivelle through the customer support options available in the store to discuss your request.

Return eligibility may depend on the condition of the item, the reason for the return, the type of product purchased, and applicable consumer protection laws.

Please contact customer support before sending any item back. Unapproved or incorrectly addressed returns may be delayed or may not reach the appropriate destination.

Condition of Returned Items

Where a return is eligible, items should generally be returned in their original condition, with included accessories, packaging, and any accompanying materials.

Items showing signs of use, alteration, accidental damage, or missing components may require further review. These conditions do not limit any rights customers may have under applicable law.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, appears defective, or differs from the product ordered, please contact customer support and provide your order details.

Photographs of the item, its packaging, and the issue may help us assess the request. We will review the information and explain the available resolution, which may include a replacement, refund, repair, or another remedy where appropriate and required by law.

Non-Returnable Situations

Some items may be restricted from return for reasons such as hygiene, personalization, or the nature of the product, where permitted by applicable law.

Any product-specific restrictions should be communicated clearly before purchase. Nothing in this policy removes consumer rights that cannot legally be excluded.

Refund Eligibility

Refund requests are reviewed after the relevant order details and circumstances have been assessed. Where a refund is approved, it will generally be processed using the original payment method, where possible.

The final resolution may depend on the reason for the request, the condition of the returned item, the payment method, and applicable legal requirements.

Refund Processing Time

Once a refund has been approved and processed, the time it takes for the funds to appear may depend on the payment provider, bank, card issuer, or other financial service involved.

If an approved refund has not appeared after the period advised by the relevant payment provider, please contact that provider or reach out to Kivelle customer support for assistance.

Exchanges

If you would like to exchange an item, contact customer support to discuss availability and eligibility. Exchanges depend on product availability and the circumstances of the request.

If an exchange is not available, another resolution may be discussed in accordance with the applicable policy and legal requirements.

Shipping Costs for Returns

Responsibility for return shipping costs may depend on the reason for the return and applicable consumer laws. For example, the handling of an item that arrives damaged or incorrect may differ from a return requested because of a change of mind.

Please contact customer support for instructions before arranging return shipping. Do not send items to an unconfirmed address.

Order Cancellations

If you need to cancel an order, contact customer support as soon as possible. A cancellation may not be possible once an order has been processed, prepared for dispatch, or shipped.

If an order has already been dispatched, the request may need to be handled under the return process and applicable legal requirements.

How to Contact Us

For return, refund, exchange, or cancellation requests, use the customer support contact options available through the Kivelle store.

Including your order details and a clear explanation of the issue can help us review your request more efficiently.

Policy Updates and Consumer Rights

Kivelle may update this policy when store procedures or applicable requirements change. The version published on this page reflects the policy currently made available to customers.

This policy is not intended to exclude, restrict, or replace any consumer rights that apply under the laws governing your purchase.