Refund policy
30-Day Return Policy
You may request a return within 30 days of receiving your order. To be eligible for a return, items must be unused, unopened when applicable, in the same condition that you received them, and in the original packaging with any accessories, manuals, and documentation included.
Only items purchased directly from shopkivoo.com are eligible for return through Kivoo. For products purchased from another retailer, please contact that retailer directly.
How to Request a Return
Please contact our Customer Support team at service@shopkivoo.com before sending any item back. Include your order number, the reason for your return, and any photos or videos if the item is defective, incorrect, or damaged.
Our support team will review your request and send return instructions if the return is approved. Returns sent without approval may be refused.
Return Shipping Costs
All products include free outbound standard shipping when you place an order. There is no standard shipping fee charged at checkout.
If the return is caused by the customer, the customer is responsible only for the return shipping cost charged by the carrier they choose. We recommend using insured, traceable mail in a secure package.
If the return is due to our error, or if the item you received is defective, incorrect, or damaged, you will not be responsible for the return shipping cost.
Defective, Incorrect, or Damaged Items
If you received a defective, incorrect, or damaged item, please contact our Customer Support team to start the return or replacement process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the issue, if applicable
- Complete delivery address
- Contact telephone number
Non-Returnable Items
Non-returnable items include products purchased from other retailers, incorrect products purchased by the customer, products damaged through customer mishandling, personalized products, and items that are not returned in acceptable condition.
Refunds
After we receive and inspect your approved return, we will email you to confirm whether the refund has been approved. Approved refunds are issued to the original form of payment.
Because outbound standard shipping is free for all products, no outbound standard shipping fee will be deducted from eligible refunds. Return shipping costs paid by the customer are not reimbursed unless the return is due to our error or the item is defective, incorrect, or damaged.
Returns are usually processed within 5-7 business days after we receive the returned item. If you paid by credit or debit card, the card-issuing bank may take additional time to post the refund to your account.
Order Changes or Cancellations
Please contact us as soon as possible if you need to modify or cancel your order. Include your order number and the change you would like to make. Orders that have already been packed or shipped cannot be modified or cancelled.
Questions?
If you have any questions about our refund policy, please contact us at service@shopkivoo.com.