Refund policy
Returns in short
30 days from delivery. Unused, unopened, hygiene seals intact.
You pay return shipping — unless the item arrived faulty, damaged or incorrect, in which case we do.
Email mahone@kivorla.com to start. Please do not send anything back before we reply.
Order cancellation
An order can be cancelled at no cost while it has not yet shipped. Email us with your order number and we will confirm within one business day. Once an order has shipped it must follow the return process below.
What can be returned
You have 30 days from the day you receive your order to request a return. The item must be unused, unopened, in its original packaging, with all hygiene seals intact, and complete with its accessories and manual.
For hygiene reasons, a device that has been used on the body, exposed to skin, or had a hygiene seal removed cannot be returned for a change of mind, where permitted by law.
None of this affects your rights in relation to items that are faulty, damaged on arrival, unsafe, incorrectly supplied or not as described.
How to return
Email mahone@kivorla.com with your order number, the item and the reason. We will reply with the return address and instructions. Items sent back without a return request will not be accepted. Use a tracked service and keep your proof of shipment.
For a change-of-mind return you pay the direct cost of returning the item, and original delivery charges are not refundable except where required by law. If we confirm that an item was faulty, damaged on arrival or incorrectly supplied, we cover the return shipping.
We do not process exchanges. Return the item, and once the return is approved, place a new order.
Refunds
Once we receive and inspect your return we will tell you whether the refund is approved. Approved refunds are issued to the original payment method within 14 days. Your bank or card issuer may need additional time to post the credit.
Right of withdrawal — European Union and United Kingdom
Customers in the European Union have the right to withdraw within 14 days of receiving the order, without giving any reason, under Directive 2011/83/EU. Customers in the United Kingdom have an equivalent 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise it, send a clear statement to mahone@kivorla.com before the 14 days expire, giving your order number and the items concerned. We will reply with the return address and instructions.
Under Article 14(1) of Directive 2011/83/EU you bear the direct cost of returning the goods.
We will refund you within 14 days of receiving notice of your withdrawal, or, if later, once we have received the goods back or you have provided proof that they were sent.
The exceptions in Article 16 of Directive 2011/83/EU apply, including sealed goods that are not suitable for return for health or hygiene reasons once unsealed after delivery.
Kivorla offers 30 days to all customers, which is longer than the statutory minimum. Your statutory rights are not affected.