Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@kivental.com. Please note that returns will need to be sent to the following address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@kivental.com. 

Conditions for Returns

To be eligible for a return, items must meet the following conditions:

  • The item must be unused, unworn, and in the same condition you received it
  • The item must be in its original packaging with all tags and labels attached
  • You must provide proof of purchase (order confirmation email or order number)

We reserve the right to refuse a return or issue a partial refund if the item shows signs of use, damage, or has been altered in any way. Items returned without original packaging or tags may be subject to a restocking deduction of up to 25% of the item price.

You are responsible for ensuring that returned items are adequately packaged to prevent damage during transit. We are not responsible for items that are lost or damaged during return shipping.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

The following items cannot be returned or refunded unless they arrive defective or damaged:

  • Personalised or custom-made products
  • Items marked as final sale or non-returnable at the time of purchase
  • Gift cards
  • Items that have been used, washed, or altered after delivery
  • Hygiene-sensitive items where the seal has been broken (where applicable)

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return Shipping Costs

For change-of-mind returns (exercising your 14-day right of withdrawal), the customer is responsible for all return shipping costs. We recommend using a tracked shipping service, as we cannot be held responsible for returns that are lost in transit.

For defective or incorrectly shipped items, Kivental Ltd will cover the return shipping costs or provide a prepaid return label. Original shipping charges paid at checkout are non-refundable unless the return is due to our error or a defective product.

Defective or Damaged Items

If you receive an item that is defective or damaged on arrival, please contact us at info@kivental.com within 7 days of delivery. You must include the following in your email:

  • Your order number
  • Clear photographs of the defect or damage
  • Clear photographs of the packaging (including any external damage)
  • A brief description of the issue

We will assess your claim and, if accepted, offer a full refund or a replacement at your choice. We may request that the item be returned before processing the refund or replacement. In such cases, we will provide a prepaid return label or reimburse reasonable return shipping costs.

Order Cancellations

Orders may be cancelled free of charge only if the cancellation request is received before the order has been dispatched. Once an order has been handed over to the shipping carrier, it cannot be cancelled. If you wish to cancel after dispatch, you must wait to receive the item and then follow the standard return process outlined in this policy. We are under no obligation to issue a refund until the item has been returned to us and inspected.

Chargebacks & Payment Disputes

If you have an issue with your order, we ask that you contact us at info@kivental.com before initiating a chargeback or payment dispute with your bank or payment provider. Filing a chargeback while a return or refund is already being processed constitutes a duplicate claim and may be contested. We reserve the right to dispute any chargeback that we believe to be fraudulent or unjustified, and to provide the payment provider with all relevant order, shipping, and delivery evidence. Customers who file chargebacks that are resolved in our favour may be refused future service.

Refund Method

All refunds are issued exclusively to the original payment method used at checkout. We do not issue refunds to alternative payment methods, bank accounts, or third parties under any circumstances. If your original payment method is no longer active (e.g., expired card), your bank or payment provider will typically redirect the refund to your replacement card or account. If this is not possible, contact your bank directly.

International Returns

Customers located outside the United Kingdom are responsible for all return shipping costs, including any customs fees, duties, or taxes incurred during the return process. Kivental Ltd is not responsible for returned items that are held, delayed, or seized by customs. We strongly recommend using a tracked and insured shipping service for international returns. Items that do not reach us cannot be refunded. Return shipping times for international orders may be significantly longer than domestic returns, and refund processing will not begin until the item is received and inspected at our facility.

Proof of Delivery

Where tracking information provided by the shipping carrier confirms that an order has been delivered to the address specified by the customer at checkout, the order is considered successfully delivered. Kivental Ltd is not responsible for packages that are marked as delivered but which the customer claims not to have received. We may, at our sole discretion, investigate such claims with the carrier, but we are under no obligation to issue a refund or replacement for orders confirmed as delivered.

Limitation of Liability

In no event shall Kivental Ltd's total liability to any customer exceed the total amount paid by the customer for the specific order in question. This limitation applies to all claims, whether based on contract, tort, or any other legal theory. This does not affect your statutory rights as a consumer.

Abuse & Fraud Prevention

Kivental Ltd reserves the right to refuse returns, refunds, or future orders from any customer who we reasonably believe is abusing our return policy. This includes but is not limited to: excessive return rates inconsistent with normal purchasing behaviour, returning items in a condition materially different from how they were received, filing repeated claims for items allegedly not received, or any behaviour we reasonably consider to be fraudulent. We reserve the right to report suspected fraud to the relevant authorities and payment providers.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kivental.com.

Policy Changes & Contact

Kivental Ltd reserves the right to update or modify this Refund & Return Policy at any time without prior notice. Changes take effect immediately upon being posted on our website. The policy in effect at the time of your purchase will apply to that transaction.

For any return or refund queries, contact us at:

Email: info@kivental.com Website: www.kivental.com

We aim to respond to all return and refund enquiries within 2 business days.