Refund policy

Last updated: October 1, 2026

At Kiviato, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, we are here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned with its original packaging and tags, when applicable.

  • Proof of purchase, such as your order number or receipt, is required.

Please contact us at contact@kiviato.com before sending any item back. We will provide instructions for the return process.

Non-Returnable Items

The following items are not eligible for return:

  • Gift cards

All other eligible products, including discounted or promotional items, may be returned in accordance with this policy unless otherwise stated on the product page or required by applicable law.

Order Cancellations

You may request to cancel your order within 15 minutes of placing the order, provided that the order has not already been processed or shipped.

After this period, cancellation may no longer be possible. If the order has already been processed or shipped, you may request a return in accordance with our return policy.

To request a cancellation, please contact us as soon as possible at contact@kiviato.com with your order number.

Refunds

Once your returned item is received and inspected, we will notify you by email regarding the status of your refund.

If your return is approved, the refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your payment provider or financial institution.

Original shipping charges, if any, may be non-refundable unless otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us at contact@kiviato.com as soon as possible.

Please include your order number and clear photos of the item and its packaging so we can review the issue and provide an appropriate solution.

If the issue is confirmed to be our responsibility, Kiviato will provide a replacement or refund, as appropriate, at no additional cost to you.

Return Shipping

For returns due to a change of mind, preference, or other reasons not related to a defect or error on our part, the customer is generally responsible for the return shipping costs.

If the item is defective, damaged, or incorrect, Kiviato will cover the applicable return shipping costs where required.

Important Information for International Orders

International customers may be subject to different consumer protection, return, tax, customs, and import requirements depending on their country or region.

Nothing in this policy is intended to limit or exclude any rights or protections that cannot legally be waived under applicable law.

If you have any questions about our return or refund policy, please contact us at contact@kiviato.com.