Return & Refund Policy

Effective Date: July 3, 2026

At Kivura, your satisfaction is important to us. We want you to shop with confidence, knowing that if your purchase does not meet your expectations, we offer a straightforward return and refund process.

This Return & Refund Policy explains the eligibility requirements, return procedures, refund timelines, and other important information regarding returns made through the Kivura website.

By placing an order with Kivura, you acknowledge and agree to the terms outlined in this policy.

Return Eligibility

We accept returns within 60 calendar days of the date your order is delivered.

To be eligible for a return, an item must:

• Be returned within 60 days of delivery.
• Be in its original condition.
• Be unworn and unused.
• Be free from stains, odors, damage, or alterations caused after delivery.
• Include all original tags, labels, and packaging whenever reasonably possible.

Returns that do not meet these eligibility requirements may not qualify for a refund.

Return Window

Kivura does not charge any restocking fees for eligible returns.

Non-Returnable Items

For hygiene, safety, or legal reasons, certain items may not be eligible for return where permitted by applicable law.

Examples may include:

• Gift cards
• Final sale or clearance items clearly marked as non-returnable
• Products that have been worn, washed, altered, or damaged after delivery
• Items missing significant components or original packaging due to customer use

If an item is identified as non-returnable on the product page or at the time of purchase, that designation will apply.

How to Start a Return

To begin a return request, please contact our Customer Support team.

Please include:

• Your order number
• Your full name
• The email address used for the order
• The item(s) you wish to return
• The reason for the return (optional but appreciated)

Our team will provide instructions for completing your return.

Returns should not be sent until return instructions have been provided.

Preparing Your Return

To help ensure your return is processed efficiently:

• Package the item securely.
• Include all available accessories, tags, and original packaging whenever possible.
• Use appropriate protective packaging to help prevent damage during transit.
• Follow any return instructions provided by our Customer Support team.

Customers are encouraged to retain shipment tracking information until the return has been completed.

Return Shipping

Unless otherwise stated or required by applicable law, customers may be responsible for the cost of returning eligible items.

The original shipping charge paid when placing the order is generally non-refundable unless otherwise required by law or where the return results from our error.

If a return is due to:

• An incorrect item received,
• A damaged item,
• A defective product,

please contact us before returning the item so we can review the situation and provide appropriate assistance.

Inspection of Returned Items

Once your returned package is received, our team will inspect the item to verify that it meets the eligibility requirements outlined in this policy.

During the inspection process, we may verify:

• Product condition
• Signs of wear or use
• Completeness of the return
• Original packaging, when available
• Any reported damage or defects

Inspection helps ensure that returns are processed fairly and consistently.

Refund Eligibility

Refunds are issued for approved returns that satisfy the requirements of this policy.

If a returned item does not qualify for a refund, we may contact you regarding the outcome of the inspection and any available options.

Refund Processing Time

Once your returned item has been received and approved, refunds are processed promptly.

Please note that after Kivura issues a refund, your financial institution or payment provider may require additional time to post the funds to your account.

Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

As Kivura currently accepts:

• PayPal
• Venmo

eligible refunds will typically be returned through the same payment method used during checkout.

Exchanges

At this time, Kivura does not offer direct product exchanges.

If you would like a different size, color, or product, you may return your eligible item in accordance with this policy and place a new order for the desired item.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as reasonably possible.

To assist with our review, please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging, if applicable

We will review your request and work with you to determine an appropriate resolution.

Late or Missing Refunds

If you have not received your refund after the stated processing period:

1. Check your payment account.
2. Contact your payment provider or financial institution.
3. Allow additional processing time if advised by your provider.

If you still require assistance, please contact our Customer Support team.

Order Cancellations

If you wish to cancel an order before it ships, please contact us immediately.

Orders that have already entered processing or have been shipped may no longer be eligible for cancellation.

For additional information, please refer to our Cancel / Change Order Policy.

Promotional Items

If an order purchased using a promotional discount is returned, any refund issued will generally reflect the amount actually paid for the returned item.

Promotional terms applicable at the time of purchase may affect the final refund amount where permitted by law.

No Restocking Fees

We believe in providing a transparent shopping experience.

Kivura does not charge:

• Restocking fees
• Return processing fees
• Refund processing fees

Eligible refunds are processed without these additional charges.

Customer Responsibilities

Customers are responsible for:

• Reviewing product information before purchasing.
• Inspecting delivered items promptly.
• Initiating return requests within the 60-day return period.
• Packaging returned items appropriately.
• Following the return instructions provided by our Customer Support team.

Our Right to Decline Returns

Kivura reserves the right to decline returns or refunds when:

• The return falls outside the stated return period.
• The item has been used, worn, altered, or damaged after delivery.
• The returned item differs materially from the item originally shipped.
• Fraudulent activity or abuse of the return process is suspected.
• The return otherwise fails to meet the requirements described in this policy.

Nothing in this section limits any consumer rights that cannot be excluded under applicable law.

Policy Updates

Kivura reserves the right to modify or update this Return & Refund Policy at any time to reflect operational changes, legal requirements, or business practices.

Any revisions become effective immediately upon publication on our website unless otherwise stated.

Customers are encouraged to review this policy periodically.

Contact Us

If you have any questions regarding returns, refunds, or this policy, please contact us.

Store Name: Kivura

Email: support@kivura.com

Customer Support Hours

Monday – Saturday

8:00 AM – 7:00 PM (EST)

Our Customer Support team will be happy to assist you with any questions regarding your return or refund request.