Refund policy
Kovalya · Customer information
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. We answer within 24 business hours.
In short
- 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 because you changed your 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.
01The general rule
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.
You have thirty (30) days from the day your order arrives to ask for a return, an exchange or a refund. To be accepted, an item must come back unused, unworn, in its original packaging, complete and in perfect condition, with the shipping label present and intact. We also need your order number or confirmation email as proof of purchase.
Unless the item is faulty, damaged or not as described, return shipping is at your cost. Returned items stay your responsibility until they reach us, so please use a tracked service.
02Bedding — Kids Neck-Support Pillow
You cannot judge a pillow in a store. So you get 30 nights to try it, counted from the day it is delivered. If it is not right for your child, write to us and we refund you — no reason needed, no questions asked.
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.
Hygiene exception. Bedding is a hygiene product. An item of bedding returned visibly soiled, stained, torn, or damaged by abnormal use cannot be taken back and will not 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.
03Jewelry — rings, necklaces, bracelets, duo sets
Personalized jewelry cannot be returned. 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. Please check your spelling carefully before you confirm your order.
Jewelry with no personalization is fully returnable within the general 30-day window.
Wrong ring size? We exchange your ring for the same model in another size, free of charge. Write to contact@kovalya.com within 30 days of delivery. The ring must be unworn (trying it on is fine) and returned 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.
12-month plating warranty. If the plating discolours within twelve (12) months of delivery, we replace the piece — this is separate from the 30-day return window and applies even after it has closed.
For hygiene reasons, jewelry that has been worn or damaged cannot be taken back. Gift cards are not refundable.
04Never excluded
None of the exclusions above — 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 and we pay the return shipping, whatever the product is. Your legal rights under the consumer protection laws of your province remain fully in force.
05How your refund is processed
Once we receive and inspect the returned item, we email you to confirm it arrived and tell you whether the refund is approved. If it is, the refund goes back to your original payment method, in Canadian dollars, within one week. Depending on your bank it can take another 7 to 14 business days to show on your statement. Shipping costs are only refundable if you cancelled before the parcel left us.
06Cancelling an order
We prepare and ship orders quickly, so we cannot guarantee a cancellation once your order is placed. Write to contact@kovalya.com as fast as you can, with "Cancel my order" in the subject line and your order number in the message. If the order has not been prepared yet, we will take care of it.
Questions: contact@kovalya.com — we answer within 24 business hours.