Refund policy

Return & Refund Policy

Last updated: September 4, 2026

At Kivaro, we carefully inspect and package our products before they are shipped. We want every order to arrive safely and exactly as expected.

If your order arrives damaged, defective, or incorrect, we're here to help.

1. Eligibility for Returns

We accept returns only in the following situations:

The product arrives damaged or broken.
You receive the wrong product.
The product arrives with a manufacturing defect.

Return requests must be submitted within 7 days of receiving your order.

For damaged or defective products, you must contact us within 24 hours of delivery and provide clear photos or videos showing the product and its condition.

2. Items That Cannot Be Returned

We do not accept returns or exchanges for:

Change of mind
Products that are no longer wanted
Incorrect size or preference
Minor differences in appearance, color, or texture that may occur due to lighting or manufacturing
Products that have been used, altered, or damaged after delivery
Products returned without their original packaging

Sale and discounted items are also non-returnable unless they arrive damaged, defective, or incorrect.

3. Return Conditions

To be eligible for a return, the product must:

Be in its original condition
Be unused and unaltered
Include its original packaging
Be accompanied by clear photos/videos if the return is due to damage or a defect

Our team will review the submitted information and confirm whether the return is eligible.

4. Return Shipping

If the product was delivered damaged, defective, or incorrect due to our error, Kivaro will cover the applicable return shipping costs.

Customers are not required to pay return shipping for an eligible issue caused by Kivaro.

5. Refunds

Kivaro does not offer monetary refunds.

If your return is approved because the product was damaged, defective, or incorrect, we will arrange a replacement of the product, subject to availability.

If the exact product is unavailable, we will contact you to discuss an appropriate alternative.

6. Replacement Processing

Once your return has been received and inspected, we will process the replacement.

Approved replacements are generally processed within 3–5 business days after the returned item has been received and verified.

Please note that delivery time for the replacement may vary depending on your location and courier service.

7. Damaged Orders

If your package arrives damaged:

Take clear photos/videos of the package and the product before discarding the packaging.
Contact Kivaro within 24 hours of delivery.
Send us your order details along with the photos/videos.
Our team will review your request and guide you through the return process.

Failure to report damage within 24 hours may affect your eligibility for a replacement.

8. Incorrect Orders

If you receive a product different from what you ordered, please contact us within 7 days of delivery.

After verification, Kivaro will arrange the return of the incorrect product and provide the correct product, subject to availability.

9. Cash on Delivery Orders

For Cash on Delivery (COD) orders, customers are expected to accept their confirmed orders.

Repeatedly refusing or intentionally not accepting COD orders may result in COD being restricted or unavailable for future orders.

10. How to Request a Return

To request a return, contact us through:

Email: [Your Email Address]
WhatsApp: [Your WhatsApp Number]

Please include:

Your full name
Order number
Product name
Reason for the return
Clear photos/videos of the product and packaging, where applicable

Our team will review your request and respond with the next steps.

11. Contact Us

If you have any questions regarding returns or replacements, please contact us:

Kivaro
📧 Email: kivaropk@gmail.com
📱 WhatsApp: 0337 2528959

We’re always happy to help.