Return & Refund Policy

At KIVELLAY, we aim to provide customers with a clear and straightforward return experience.

This Return & Refund Policy applies to eligible purchases made through kivellay.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at:

service@kivellay.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions.

Please do not send products back before receiving return guidance from our customer support team.

Returns sent without prior authorization or sent to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:

  • Unused or in like-new condition
  • Free from customer-caused damage
  • Unaltered
  • Returned with all original components
  • Returned with included accessories
  • Returned with product packaging where reasonably possible
  • Returned with any included product inserts or instructions

Proof of purchase, such as an order number or order confirmation email, may be required.

Because KIVELLAY products may include beauty tools, functional components, mirrors, storage accessories, or other items requiring careful handling, returned products should be packaged securely to prevent damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to product condition review.

Returned products should not show signs of:

  • Excessive use
  • Misuse
  • Customer-caused damage
  • Unauthorized modification
  • Unauthorized repair
  • Missing accessories or components
  • Damage caused by improper cleaning, storage, or handling

For beauty tools and accessories where hygiene considerations apply, return eligibility may depend on whether the product has been used, subject to applicable law and any product-specific return conditions disclosed before purchase.

Where a product has experienced a material reduction in value due to handling beyond what is reasonably necessary to inspect or evaluate the item, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not qualify for preference-based returns, including:

  • Personalized or customized products
  • Gift cards
  • Products clearly marked as final sale
  • Products that have been used where hygiene-related restrictions apply and such restrictions were disclosed before purchase
  • Products damaged through misuse or improper handling
  • Products modified or repaired without authorization
  • Products missing significant components due to customer handling
  • Other products specifically identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before return approval.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your KIVELLAY order promptly after delivery.

This is especially important for products such as:

  • Makeup brush sets
  • Makeup sponge sets
  • Compact mirrors
  • Beauty organizer cases
  • Products with delicate or functional components

If your order arrives:

  • Broken
  • Damaged
  • Defective
  • Incorrect
  • Missing accessories
  • Missing components
  • Incomplete

Please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • Your order number
  • Product name
  • Clear photographs of the product
  • Photographs of the inner protective packaging
  • Photographs of the outer shipping package
  • A photograph of the shipping label where available
  • A short video demonstrating the issue where relevant

After reviewing the information, we will provide appropriate next steps based on the circumstances, applicable policies, and applicable consumer laws.

6. Basic Product Checks Before Return

For certain product-related concerns, our customer support team may first provide reasonable checks or usage guidance.

These checks may include:

  • Confirming the product has been used according to instructions
  • Checking product assembly or included components
  • Reviewing product care recommendations
  • Confirming whether the issue is related to normal product characteristics
  • Requesting photographs or additional information

For beauty tools, mirrors, and organizer products, we may request additional details to better understand the nature of the issue.

You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including:

  • Change of mind
  • Incorrect product selection by the customer
  • No longer wanting the product
  • Personal preference reasons
  • Other reasons not caused by an error on our part

Customers are generally responsible for return shipping costs where permitted by applicable law.

If KIVELLAY confirms that a product was:

  • Damaged during delivery
  • Defective
  • Incorrectly supplied
  • Incomplete
  • Otherwise eligible for seller-paid return costs under applicable law

We will provide appropriate return or resolution instructions.

Please do not purchase expensive return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

  • Otherwise stated by KIVELLAY
  • The return results from an error on our part
  • The product was defective, damaged, or incorrectly supplied
  • Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

  • Product type
  • Fulfillment location
  • Customer destination
  • Warehouse arrangements
  • Logistics requirements
  • Nature of the return request

Please do not return products to our registered corporate address unless specifically instructed by our customer support team.

The correct return address will be provided after your return request has been reviewed and approved.