Refund Policy

Kovalya · Customer information

Not convinced? We take that seriously. Here is exactly how to cancel, exchange or get your money back — first the rules that apply to the whole store, then the rules specific to our bedding and to our jewelry.

Last updated: August 23, 2026

30 daysTo change your mind
30 nights on the pillowNo reason needed
Free ring resizeSame model, new size
Real peopleReply within 24 business hours

Store-wide window

30 days from delivery

Refund processing

Within one week

Refund method

Original payment method

Currency

Canadian dollars

01The short version

You have 30 days from delivery to write to contact@kovalya.com. Tell us your order number and what is wrong, and we sort it out.

  • The pillow: 30 nights to try it. If it is not right, we refund you, no reason needed.
  • Jewelry with no engraving: returnable within 30 days, unworn and in its original packaging.
  • Engraved or personalized jewelry: made for you alone, so it cannot be returned or refunded for a change of mind. A wrong ring size is exchanged free.
  • Anything faulty, damaged or not what you ordered: replaced or refunded in full, return shipping on us, always.

02Cancelling or changing an order

We prepare and ship orders quickly, so we cannot guarantee a change or a cancellation once your order is placed.

Write to contact@kovalya.com as fast as you can. If the order has not been prepared yet, we will do it. Shipping costs are only refundable when the order is cancelled before the parcel leaves.

To speed things up, put "Cancel my order" in the subject line, and your full name plus your order number in the message.

03Our 30-day promise

In Canada, the law does not give a general cooling-off period for an online purchase: every merchant sets its own return policy. We chose to be generous.

Once your order has shipped, you have thirty (30) days from the day it arrives to write to us and ask for a return, an exchange or a refund, subject to the conditions below. After those 30 days, we can no longer offer a refund or an exchange under this commercial guarantee.

04What condition an item must come back in

To qualify for a return under our 30-day promise, an item must be:

  • unused and unworn;
  • in its original packaging, complete and in perfect condition;
  • accompanied by the parcel's shipping label, present and intact.

We also need a receipt or proof of purchase: your order number or your confirmation email is enough.

Two product families have rules of their own, set out in the next two sections.

05Bedding — 30 nights to try it

Kids Neck-Support Pillow

You cannot judge a pillow in a store, and neither can your child. So we give you 30 nights to try it, counted from the day it is delivered.

If it is not right, write to us and we refund you — no reason needed, no questions asked. You do not have to justify anything, and you do not have to prove anything.

On a trial return, the cost of sending the pillow back is yours. If the pillow is faulty, damaged or not what you ordered, we pay the return shipping.

The one exception: hygiene

Bedding is a hygiene product. An item of bedding that comes back visibly soiled, stained, torn, or damaged by abnormal use cannot be taken back and cannot be refunded. Sleeping on the pillow during your 30 nights is exactly what the trial is for and is never a problem — this exception only covers an item that can no longer be handled safely.

06Jewelry — personalized pieces are final sale

Rings · Necklaces · Bracelets · Duo sets

Custom-made and personalized items cannot be returned

Please read this before you order. Our jewelry is engraved and personalized: a first name, an initial, a date, a message, a chosen birthstone or pendant. A piece made to your specification is made for you alone and can never be sold to anyone else.

Goods that are custom-made or personalized at the customer's request are excluded from the right of withdrawal. They cannot be returned, exchanged or refunded because you changed your mind.

Check your spelling, your dates and your choices carefully on the product page before you confirm. Once the engraving is done, it cannot be undone.

Jewelry with no personalization

A piece with no engraving and no personalization is fully returnable within the general 30-day window, under the conditions in section 04.

Wrong ring size? We exchange it free

This is the request we get most often, so we keep it simple: we exchange your ring for the same model in another size, free of charge. Write to contact@kovalya.com within thirty (30) days of delivery; we tell you what to do and ship the new size at no cost to you.

Conditions: the ring must not have been worn (trying it on is fine) and must come back in its original packaging. One size exchange per order; only the cost of sending the first ring back is yours. For personalized jewelry, this exchange applies instead of a refund.

Worn jewelry and gift cards

For the same hygiene reasons, jewelry that has been worn or damaged cannot be taken back. Gift cards are not refundable.

07What is never excluded

Important. None of the exclusions on this page — not the hygiene rule, not the personalization rule — ever applies to a product that is faulty, damaged in transit, or not what you ordered. In those cases the item is replaced or refunded in full, we pay the return shipping, whatever the product is. Your legal rights remain fully in force.

08Who pays return shipping

Situation Who pays the return
Pillow trial — you changed your mind You
Non-personalized jewelry — you changed your mind You
Ring size exchange You send the first ring back; we ship the new size free
Faulty, damaged or not as described Kovalya

Returned items stay your responsibility until they reach us. Use a tracked service: without proof of shipment, we cannot guarantee that we received the item, and no investigation can be opened with the postal service.

If we advanced any return cost on your behalf, it is deducted from your refund.

09How your refund is processed

Once we receive and inspect the returned item, we email you to confirm it arrived, and we tell you whether the refund is approved.

If it is approved, the refund goes back automatically to your credit card or original payment method, in Canadian dollars, within one week.

Shipping costs are only refundable if you cancelled before the parcel left us.

10Late or missing refund

If you have not received your refund yet:

  • Check your bank account again.
  • Contact your card issuer — there is often a delay before a refund is officially posted.
  • Then contact your bank. A processing time of 7 to 14 business days is common.

If you have done all of that and still have nothing, write to contact@kovalya.com and we will sort it out with you.

11Your rights under the law

Our commercial guarantee is added to your legal rights, it does not replace them. Depending on your province, the consumer protection laws that apply to distance contracts give you the right to cancel and be refunded, in particular:

  • if we did not give you the required information before the contract was concluded (who we are, a description of the goods, the total price, delivery terms and the cancellation policy);
  • if the goods are not delivered within thirty (30) days of the agreed date;
  • if what arrives does not match the description given to you.

You also benefit from the legal warranties under those same laws: goods must be fit for the purpose they are normally used for, and must last a reasonable length of time given their price and how they are used.

Good to know. If you cancel in one of the cases provided by law and we have not refunded you within fifteen (15) days, you can ask your credit card issuer directly to reverse the charge. We would much rather fix it with you first — write to us, we answer within 24 business hours.

12A template you can copy

To make it fast, copy this into an email to contact@kovalya.com.

Subject: Return request — order no. …

Order number:
First and last name:
Email address:
Phone number:
Mailing address:
Product:
Reason: size exchange (state the new size), exchange (state the product), or refund
Date:

Shipping times, tracking and the full return procedure are on our Shipping & Returns page. The contractual framework is in our Terms of Sale.