Return and refund policy

If you are not 100% satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund or exchange. Please contact us at info@KivanaLuxury.de for a return address. Please note that the customer is responsible for all return shipping costs.

Return Conditions

• All items must be returned in their original selling condition,
• unworn, unwashed, or altered, with all original tags attached.
• All items must be returned with the original packaging.
• All items must be returned in one package.
• Returns must use the same service as the original delivery.
• Custom-made items cannot be returned.

Return Damaged or Incorrect Items

To return damaged or incorrect items, please follow these steps:
(1) Contact our customer service team by email at info@KivanaLuxury.com
(2) Provide a photo along with a description of the damaged or incorrect item and the order number assigned to the item.
Once we receive your email and have assessed the damage, we will contact you to determine the appropriate resolution. Please note that all damaged, defective, and incorrect items must be reported within 7 days of delivery.

Returns:

If the size is not suitable or you wish to change the color, you may return the item. However, you will be responsible for the return shipping costs.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging or with company tags attached.
To complete your return, we require a receipt or proof of purchase.

When Returning an Item:

Please ensure that your return package is clearly marked as a return (by checking the box on the postal service form). The total value of the returned items must also be indicated.

Damaged and Defective Products:

We recommend that you check all received packaging for defects. If your item is damaged or defective, please contact us immediately and we will work with you. Damaged or defective items will be replaced.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your return. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days. Original shipping costs are not included in your refund.

Late or Missing Refunds (if applicable):

If you have not yet received your refund, first recheck your bank account.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us.

How much do customers pay for returns? Actual return shipping costs.

Return Form:
To receive the return form, please send an email to info@KivanaLuxury.de.