Return & Refund Policy

Last updated: September 11, 2026

We want you to be satisfied with your Kivorla device. This page explains how to cancel an order, how to return one, who pays for what, and how long a refund takes. Nothing here limits rights that cannot be excluded under the consumer law that applies to you.

I. Before you start

  • This policy covers orders placed on kivorla.com.
  • Every request starts with an email to mahone@kivorla.com. There is no form to fill in.
  • Include your order number and, where relevant, photographs. This is what lets us answer in one reply instead of three.
  • Do not send anything back before we confirm the return address. Unauthorised parcels, and parcels sent to the address printed on the shipping label, may not be accepted.

II. Order cancellation

  • An order can be cancelled at no cost while it has not yet shipped. Email us and we will process the request within 24 hours.
  • Once an order has shipped it must follow the return process below.

III. Returns

You may request a return within 30 calendar days after delivery. To qualify, the device must be unused, unopened, in its original packaging, and have all hygiene and tamper-evident seals intact.

How it works

  1. Email us with your order number, the item, the reason, and whether the seal is still intact.
  2. We reply within one business day with a decision and, if approved, the return address.
  3. You ship it back using a tracked service, packed so it survives the trip. Keep the tracking number.
  4. We inspect and refund once the parcel arrives.

Who pays

Situation Return shipping Refund
Changed your mind, device unopened and sealed You Full amount paid for the product
Faulty, damaged on arrival, or the wrong item was sent Kivorla Full amount paid, including delivery
Opened or used, with no fault — Not accepted, see below

What we cannot take back

These are devices worn against the skin, so once a hygiene seal is broken the unit cannot be resold. We cannot accept a change-of-mind return where:

  • the device has been worn, used, or had its hygiene seal removed;
  • the packaging, remote, cable, manual, protective film, or any included accessory is missing;
  • the device has been altered, or damaged after delivery.

IV. Faulty, damaged, or incorrect items

The 30-day window and the hygiene exclusions above do not affect your rights when a device arrives faulty, damaged, unsafe, not as described, or simply is not what you ordered.

  • Email us as soon as you notice the problem.
  • Keep the device, the packaging, and the shipping label until the case is closed.
  • Send photographs of the fault and of the outer box if it was damaged in transit.
  • Depending on the circumstances and the law that applies to you, the remedy may be a repair, a replacement, or a refund. We pay the return shipping in these cases.

V. European Union and United Kingdom

Consumers in the EU and UK have a statutory right to cancel an online purchase within 14 calendar days after delivery without giving a reason. To use it, email us a clear statement of cancellation within that period.

  • Kivorla's own 30-day window is longer than the statutory minimum and is open to you as well.
  • After notifying us, return the goods within the period required by law.
  • You bear the direct cost of return shipping, unless the device is faulty, incorrect, or we agree otherwise.
  • Where the law requires it, we refund the price paid plus the cost of the least expensive standard delivery we offer. Any extra paid for a faster option is not refunded.

VI. Refunds

  • Returned goods are inspected when they arrive.
  • Approved refunds go back to the original payment method within 14 days.
  • Your bank or card issuer may need a few more days to post the credit. That part is outside our control.
  • Where EU or UK cancellation law applies, we may hold the refund until the goods arrive or you show proof of return, as permitted by law.

VII. Exchanges

We do not run a direct exchange programme. If an unopened device is approved for return, place a new order for the one you want — it ships without waiting for the first parcel to come back.

VIII. Contact

Email mahone@kivorla.com. We reply within one business day.