Returns & refunds

30-day return window

You can request a return within 30 calendar days of receiving your order. Email support@cuvessakivra.com before the return window ends, including your order number and the item you wish to return. Returns are arranged by mail.

Return conditions

For a change-of-mind return:

• The item must be unused and in its original condition.
• Keep all original tags, accessories and packaging with the item.
• Provide your order number or another proof of purchase.
• These conditions do not remove your rights relating to defective, damaged or incorrect goods under applicable law.

How to send your return

Contact customer care first. We will provide return instructions and the return address by email. Do not send a parcel to the address on the original shipping label unless we instruct you to do so.

Pack the item securely, include your order number and use a shipping service with tracking. Keep the tracking number and proof of posting until your return is resolved.

Return shipping costs

For an ordinary change-of-mind return, you pay the return shipping cost directly to your chosen carrier. The cost depends on the carrier, package and destination. We do not charge a restocking fee.

If we sent the wrong item or the item arrived damaged or defective, Cuvessa Kivra covers the return shipping cost. Contact customer care before posting the parcel so we can arrange a prepaid label or agree on reimbursement. Include photos if available.

Refunds

We inspect returned items after they arrive. Once the return is inspected and approved, we issue the refund to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to show the credit.

For ordinary returns, we refund the amount paid for the returned item, including any applicable tax. Original delivery charges are not refundable. If the return is caused by our error or a defective item, we also refund the applicable original delivery charge. We will explain any return that cannot be approved.

Exchanges & cancellations

To change an item, request a return and place a new order for the item you want; availability is subject to stock. We do not reserve stock while a return is in transit.

To cancel an order, email customer care as soon as possible. If it has not been dispatched, we will try to cancel it and refund the payment. Dispatched orders follow the return process. If we cannot fulfil or dispatch an order within the agreed time and you do not agree to a delay, we will cancel the unshipped order and provide a full refund.