At Kovana Store, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
Returns
Customers may request a return within 10 calendar days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories, manuals, and parts originally received.
Please do not return any item without contacting our support team first. Returns sent without prior authorization may not be accepted or processed.
Non-Returnable Items
The following items cannot be returned:
- Items damaged due to misuse, abuse, or improper handling.
- Products returned after the 10-day return period.
- Personalized or customized products.
- Clearance or final sale items.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, non-functioning, or incorrect item, please contact us within 48 hours of delivery and provide clear photos or videos showing the issue.
All claims are subject to review and verification by our supplier or fulfillment partner. If the claim is approved, we may offer a replacement, store credit, or a full refund at no additional cost to the customer.
In some cases, depending on the supplier’s assessment, a replacement or refund may be provided without requiring the item to be returned.
If the claim cannot be verified or is determined to be inconsistent with the evidence provided, the request may be denied or an alternative resolution may be offered.
Change of Mind Returns
If you wish to return an item because you changed your mind, no longer want the product, ordered by mistake, or the item does not meet your personal preferences, you may request a return within 10 calendar days of delivery.
The item must be unused, in its original condition, and returned in its original packaging with all accessories, manuals, and parts included.
Customers are responsible for all return shipping costs. For approved change-of-mind returns, the original shipping cost and any non-recoverable fulfillment expenses incurred in processing and delivering the order may be deducted from the refund amount.
Refunds for change-of-mind returns will be processed only after the returned item has been received and inspected by the supplier or warehouse.
Return Shipping
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
The return address may differ from the original shipping address. Please use only the return address provided by our support team.
Returned items must be securely packaged and shipped to the return address provided by our support team. We recommend using a trackable shipping service, as we are not responsible for returns lost or damaged during transit.
If the return is approved and the returned item is received in its original condition, a refund of the eligible amount will be issued. Return shipping costs paid by the customer are non-refundable.
Refunds
Refunds are not issued automatically upon a return request. All return requests must be reviewed and approved first. Where a return is required, refunds will be processed only after the returned item has been received and inspected by the supplier or warehouse.
If approved, the refund will be processed to the original payment method within 5–10 business days, depending on your payment provider.
Original shipping charges are non-refundable unless the refund is due to a damaged, defective, incorrect item, or an error on our part.
Order Cancellations
Orders may be cancelled before they have been processed or shipped. Once an order has been been shipped, they cannot be cancelled and must follow the return process outlined above.
Shipping Delays
Estimated delivery times are provided for reference only and are not guaranteed. Delays caused by customs clearance, weather conditions, transportation carriers, or other circumstances beyond our control do not automatically qualify for a refund or cancellation.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: support@kovan-a.com