Refund policy

Return & Refund Policy

At KivuShop, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused, unworn, and in its original condition
  • Be returned in the original packaging
  • Include all accessories, manuals, and included items
  • Not show signs of damage caused by misuse or improper handling

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items may not be eligible for return:

  • Personalised or custom-made products
  • Hygiene-related products that have been opened or used
  • Gift cards or promotional items
  • Clearance or final sale items

3. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will review your request and provide a replacement or full refund where applicable.

4. Return Process

To start a return request, please contact our customer support team:

KivuShop
📧 support@kivushop.com
📞 +44 7911 123455

Please do not send items back without receiving return instructions first.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.

Approved refunds are processed within 7 business days to the original payment method used during checkout.

Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

6. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • Original shipping charges are non-refundable unless otherwise required by law.

7. Late or Missing Refunds

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

  1. Check your bank account again
  2. Contact your payment provider or credit card company
  3. Contact us for further assistance

8. Contact Information

KivuShop
📍 21B Baker Street, London, NW1 6XE, United Kingdom
📞 +44 7911 123455
📧 support@kivushop.com