Refund policy
Last Updated: July 2026
At Kivulli, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.
1. Return Eligibility
You may request a return within 14 days of receiving your order if:
- The item is unused and unworn.
- The item is in its original packaging.
- All tags and accessories are included.
- The product is free from damage caused by misuse.
For hygiene reasons, products that have been worn outdoors, damaged by the customer, or returned without original packaging cannot be accepted.
2. Non-Returnable Items
The following items are not eligible for return:
- Products showing signs of wear or use.
- Items damaged after delivery.
- Gift cards (if applicable).
- Clearance or final sale items (if marked as non-returnable).
3. Damaged or Incorrect Orders
If you receive:
- The wrong item
- A damaged product
- A defective product
Please contact us within 48 hours of delivery and include clear photos of the issue.
If approved, we will replace the item or issue a full refund at no additional cost.
4. Refund Process
Once your returned item has been received and inspected, we will notify you of the approval status.
If approved, your refund will be processed within 5–10 business days using the original payment method whenever possible.
Shipping fees are non-refundable unless the return is due to our error.
5. Exchanges
We offer exchanges for:
- Different sizes
- Different colors
- Manufacturing defects
Exchange requests are subject to product availability.
6. Return Shipping
If the return is due to:
- A change of mind
- Ordering the wrong size or color
The customer is responsible for return shipping costs.
If the return is due to our mistake or a defective product, Kivulli will cover all shipping costs.
7. How to Request a Return
Please contact our support team with:
- Your order number
- Your full name
- Photos (if applicable)
- Reason for return
We will provide the return instructions after reviewing your request.