Refund policy
Return & Refund Policy
We want you to be happy with your order. This policy explains how to cancel, return an item, and get a refund. It forms part of our Terms of Service.
Questions at any point: contact@kovalya.com.
1. Cancelling an order
You can cancel free of charge within 12 hours of placing your order, provided it hasn't shipped yet. Email contact@kovalya.com with the subject "Cancellation — [your order number]". We'll confirm by reply.
After that window, or once the order has shipped, the standard return process applies. Cancellation refunds are processed within 48 business hours to your original payment method.
2. Your right to change your mind
United Kingdom. Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the day you receive your order to cancel, without giving a reason. We extend this to 30 days as a goodwill measure.
European Union. Under Directive 2011/83/EU, you have a 14-day right of withdrawal from receipt, no reason needed. We extend this to 30 days.
United States and elsewhere. You may return eligible items within 30 calendar days of delivery under the conditions below.
To exercise a cancellation or withdrawal right, send a clear statement to contact@kovalya.com. The item must then be returned within 14 days of that notice.
3. Return conditions
To be accepted, an item must be:
- unworn, unused, unwashed and free of any smell, stain or damage;
- returned in its original packaging, with tags and accessories;
- accompanied by your order number.
4. Non-returnable items
- Personalised or made-to-order products
- Hygiene or intimate items once unsealed
- Sealed goods unsealed after delivery where their condition prevents resale
- Gift cards
- Items marked "final sale"
This does not affect your statutory rights where an item is faulty, not as described, or not fit for purpose.
5. How to return an item
No return is accepted without prior authorisation.
- Email contact@kovalya.com with the subject "Return — [your order number]".
- Tell us the reason and attach photos if the item is faulty.
- Within 48 business hours you'll receive a return authorisation and the correct return address.
- Ship the item within 14 days of that authorisation, with tracking.
⚠️ Do not use the address printed on the parcel you received. It belongs to our fulfilment centre, not our returns address. Any parcel sent to an address we didn't provide is treated as lost and cannot be refunded.
6. Return shipping costs
| Reason for return | Return cost |
|---|---|
| Faulty, damaged or wrong item | We pay — prepaid label provided |
| Change of mind, size, preference | You pay |
Original shipping costs are not refunded except where the item is faulty or we made an error. We strongly recommend a tracked service — without proof of postage, a lost return cannot be refunded.
7. Exchanges
We don't process direct exchanges. For a different item or size, return the product using the process above and place a new order. This gets your replacement to you faster.
8. Faulty, damaged or wrong items
Contact us within 7 days of delivery with photos. Depending on the case, we'll send a replacement or issue a full refund including shipping. In some cases we may refund you without requiring the item back.
9. Refund timing
Once your return arrives, we inspect it within 3 business days and email you to confirm approval or rejection. If approved, the refund is issued immediately to your original payment method.
| Payment method | Typical time to appear |
|---|---|
| Card | 5–10 business days |
| PayPal | 3–5 business days |
| Digital wallet | 3–7 business days |
These times depend on your bank or provider and are outside our control. If 15 business days have passed since our approval and you still don't see the refund, contact your bank first, then email us.
10. Refund amount
| Situation | Item price | Original shipping | Return cost |
|---|---|---|---|
| Faulty, damaged or wrong item | Refunded | Refunded | We pay |
| Withdrawal (UK/EU, within the window) | Refunded | Refunded (standard rate) | You pay |
| Change-of-mind return | Refunded | Not refunded | You pay |
| Order cancelled before dispatch | Refunded | Refunded | N/A |
| Parcel lost by carrier | Refunded | Refunded | N/A |
Refunds cover the amount actually paid, less any discounts or promo codes applied. Promo codes are not reissued. Import duties or taxes you paid are not refundable by us — you must reclaim those directly from your country's customs authority.
11. Partial refunds
A partial refund may apply where an item shows signs of use or damage not caused by us, is missing parts (accessories, tags, original packaging), or is received substantially past the return window. Any deduction will be explained by email before processing.
12. Refunds we may decline
We may decline a refund where the item was returned without authorisation, sent to an address we didn't provide, is a non-returnable item, is worn/washed/damaged beyond resale condition, is substantially past the return window, or where fraud or abuse is reasonably established. A declined item may be reshipped to you at your cost, or — if we get no reply within 30 days — donated or disposed of.
13. Chargebacks
Please contact contact@kovalya.com before opening a dispute with your bank. Almost all issues resolve within days by email. A bad-faith dispute on a correctly delivered order may lead us to compile evidence (tracking, proof of delivery, correspondence) and block the customer account.
14. Complaints
Send any complaint to contact@kovalya.com. We reply within 5 business days and always look for an amicable solution first. EU customers may use the European Commission's online dispute resolution platform: ec.europa.eu/consumers/odr.
Kovalya — contact@kovalya.com We reply within 24–48 business hours.