REFUND & RETURN POLICY

March 19, 2026

At KIVINE, we want customers to shop with confidence. If you are not satisfied with your purchase, please review the policy below.

1. Return Window

We accept return requests within 30 days from the date of delivery.

To be eligible for a return, the item must generally be:

unused or in its original condition,
complete with original packaging where applicable,
not materially damaged by misuse, improper handling, or unauthorized alteration,
and accompanied by sufficient order information for identification.

2. Non-Returnable Items

Certain items may not be eligible for return, including where applicable:

personalized or custom-made items,
intimate or hygiene-sensitive items if opened or used,
final sale or clearance items,
gift cards,
and any item specifically marked as non-returnable.

If a product falls into a non-returnable category, this will generally be indicated on the product page or at checkout where relevant.

3. Return Authorization

Please contact us before sending any item back.

Return address varies by warehouse. Customers must contact support first to confirm the correct return address. Returns sent without prior authorization, or sent to an incorrect or unauthorized address, may be refused, delayed, or remain ineligible for refund processing.

To request a return, please email: support@kivine.store

Please include:

your order number,
the name used for the order,
the email address used for the order,
the item(s) you wish to return,
and the reason for the return.

4. Condition of Returned Items

Returned items must be received in acceptable condition. We reserve the right to reduce or refuse a refund if the returned item shows signs of use, damage, missing parts, missing packaging, or any condition inconsistent with normal inspection.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within a reasonable time after delivery and provide relevant details, including photos where possible. After review, we will determine the appropriate resolution, which may include replacement, refund, store credit, or another suitable remedy.

6. Return Shipping Costs

Unless otherwise required by law or unless the return is due to our error, customers are generally responsible for return shipping costs.

Original shipping fees, handling fees, customs charges, duties, taxes, and other non-product charges are generally non-refundable unless otherwise required by law.

7. Refund Processing

Once the returned item is received and inspected, we will notify you of the outcome of your return request.

If approved, refunds are usually processed back to the original payment method within 7 to 14 business days after inspection approval. The exact timing may vary depending on your payment provider or financial institution.

8. Exchanges

We do not guarantee direct exchanges in all cases. If an exchange is possible, we will advise you after reviewing your request. In many cases, the faster solution may be to return the original item if eligible and place a new order separately.

9. Order Cancellation

Orders may only be cancelled before they are processed or shipped. Once an order has entered processing or has been dispatched, cancellation may no longer be possible. If cancellation is not possible, you may submit a return request after delivery if the order qualifies under this policy.

10. Refused Deliveries and Unclaimed Parcels

If a parcel is refused, unclaimed, or returned due to an incorrect address provided by the customer, we reserve the right to deduct original shipping costs, return costs, handling fees, or other direct expenses from any eligible refund.