Return & Exchanges

Order Cancellation

You may cancel your order as long as it hasn’t been processed or shipped. This typically applies to cancellations made within 1–3 business days after payment.

If you cancel within this time frame, you’ll receive a full refund.

Once your order has been shipped, it cannot be canceled.

Returns

You have 30 days from the date of receiving your order to request a return.

Returned items must be unused, in original packaging, and in the same condition as when you received them.

You will need to provide proof of purchase, such as your order confirmation.

Please do not send returned products directly to the manufacturer.

When Returns Are Free

If we’ve shipped the wrong item, sent a damaged or defective product, or made an error in customization, we’ll cover all return costs, including shipping. In such cases, you can choose between a full refund or an exchange.

When Customers Cover Costs

If the return is due to personal preference (such as change of mind), return shipping costs will be at the customer’s expense.

How to Request a Return

To initiate a return, contact our customer service team at welcome@kivolao.com with your order details.

Our team will provide you with the return address and a return label if necessary.

Please return the product within 14 days of receiving the return label.

Restocking Fees

No restocking fee for items returned within 14 days of receiving the return label.
15% restocking fee for items returned between 14–30 days or items missing accessories or showing signs of use.
25% restocking fee for items returned more than 30 days after the return label is provided.
If an item is intentionally damaged, a fee of up to 50% may apply.

If your order included a free gift, you may either return it with your package or keep it. If you decide to keep it, its value will be deducted from your refund.

Refunds

Once we receive and inspect your returned product, we will send you an update via email.

If the return is approved, your refund will be processed to your original payment method within 5 business days.

Late or Missing Refunds

If you haven’t received your refund after the specified period:

Check your bank account or credit card statement again.
Contact your credit card company (refund posting delays are common).
Contact your bank, as processing times may vary.

If you’ve completed these steps and still haven’t received your refund, please reach out to us at welcome@kivolao.com.

📧 Email: welcome@kivolao.com
🕘 Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
⏳ We aim to respond to most inquiries within 1–2 business days.