Refund Policy
At KIVO Limited, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we are here to help! Please read our refund policy below for detailed information.
1. Eligibility for Refunds
To be eligible for a refund, your item must meet the following criteria:
- The item must be unused and in the same condition that you received it.
- The item must be in its original packaging, with tags attached (if applicable).
- The refund request must be made within [7] days from the date of receipt.
Unfortunately, we cannot process refunds for items that are:
- Worn, washed, or damaged.
- Items on sale or clearance (unless otherwise specified).
2. How to Request a Refund
If you believe your purchase qualifies for a refund, please follow these steps:
- Contact Us: Reach out to our customer service team at [email protected] or call us at +1 437-556-4527 within [X] days of receiving your order.
- Provide Details: Please include your order number, the reason for the refund, and any supporting documentation (e.g., photos of damaged or faulty items).
- Return Shipping: Once your refund is approved, we will send you instructions for returning the item. You will be responsible for paying the return shipping fees unless the item is defective or we made an error with your order.
- Refund Processing: After we receive the returned item and verify its condition, we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow up to [X] business days for the refund to be reflected in your account, depending on your payment provider.
3. Exchanges
If you would prefer to exchange your item for a different size or style, please let us know when you contact us. We will provide you with the next steps. Please note that exchange requests are subject to product availability.
4. Damaged or Defective Items
If your order arrives damaged or defective, please contact us immediately at [email protected]. We will review your case and either:
- Offer a replacement at no extra cost to you, or
- Process a full refund.
To assist us in processing your request, please include photos of the damaged or defective product and packaging.
5. Late or Missing Refunds
If you haven’t received your refund within the expected time frame, please check with your payment provider or bank, as it may take some time for the refund to be officially processed. If you’ve done this and still haven’t received your refund, please contact us at [email protected], and we’ll investigate the issue for you.
6. Non-Refundable Items
Certain items are non-refundable, including:
- Gift cards.
- Personalized or custom products.
If you are unsure whether your item is eligible for a refund, feel free to contact us for clarification.
7. Customer Support
For any questions or assistance regarding refunds or exchanges, please contact our customer support team:
- Email: [email protected]
- Phone: +1 437-556-4527
We are committed to ensuring that your shopping experience with KIVO Limited is as easy and enjoyable as possible!