Refund policy

Quick Summary (Read First)

• Request a return within 30 days of delivery (carrier "Delivered" scan).
• Approval is required before sending any return.
• After approval, the return must show a carrier acceptance scan within 14 days (not "label created").
• Trackable shipping is required.
• Items must be unused/unworn and returned in original condition and packaging with all included components.
• Defects, transit damage, or wrong items must be reported within 48 hours of delivery with supporting evidence.

Returns

30-Day Return Request Window

We have a 30-day return policy, which means you must request a return within 30 days after delivery. Delivery is determined by the shipping carrier's tracking status marked "Delivered" (or equivalent).

Return Eligibility

To be eligible for a return, the item must be:

• In the same condition you received it (unworn/unused, unwashed, no signs of use)
• Returned with all original tags, accessories, manuals, inserts, and free items
• In original packaging (or comparable protective packaging if the original packaging was shipping packaging)

If a return does not meet these requirements, we may deny it or issue a partial refund based on our inspection and verification, and where applicable, item availability, subject to applicable law.

Return Authorization

All returns require approval before being sent.

To request authorization, contact support@kizvy.com and include:

• Order number
• Item(s) to be returned
• Reason for return

Photos of the item, packaging, and shipping label may be required to evaluate and process a return.

If approved, we will email return instructions and a return address. Do not ship a return to any other address.

Return Shipment Requirements

After approval, you must meet the requirements below. Approval does not extend any deadlines unless we confirm an exception in writing.

• Shipped within 14 days of approval: The return must show a physical carrier acceptance scan within 14 days of the approval date (not "label created").
• Trackable shipping required
• Correct address required: Returns must be shipped only to the return address we provide.
• Proper packaging required: Items must be packaged to prevent damage in transit.

Returns that do not meet these requirements may be rejected or not processed unless we confirm an exception in writing.

Returns Sent Without Authorization

Returns sent without approval are not eligible for a refund, exchange, or other resolution and may be refused. If we receive an unauthorized return that cannot be refused, we may hold it for up to 15 days while you arrange and pay for return shipping. If we do not receive payment and instructions within that time, the item may be treated as abandoned and handled (including disposal or donation) where permitted by law.

Lost or Misrouted Returns

You are responsible for the return until it is delivered to the return address we provide and confirmed received by us. We are not responsible for returns that are lost in transit, delayed, or delivered to an address other than the return address we provide. If a return is lost, you must file a claim with the shipping carrier.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

For items that are defective, damaged in transit, or incorrect, we may provide a prepaid return label or return shipping reimbursement. This is not automatic and is provided only after review, verification, and written approval by our support team.

We will not provide a prepaid label or reimburse return shipping unless we approve it in writing before you ship. We reserve the right to deny shipping coverage where damage is caused by misuse, normal wear, or customer handling.

Damages, Defects, and Incorrect Items (48 Hours)

Please inspect your order upon delivery and report any defective item, transit damage, or wrong item within 48 hours of delivery by emailing support@kizvy.com with your order number and a description of the issue.

To evaluate and resolve the issue, we may request:

• Photos and/or video of the item
• Photos of the packaging (inside and outside)
• Photos of the shipping label
• Additional details to verify the issue

Claims must be reviewed and approved by our support team before we provide return authorization or offer a resolution (such as a refund or exchange). If approved, we will offer a resolution based on our verification results.

This section applies to all items, including items labeled as "Clearance Deal."

Clearance Deal Items (Final Sale)

Items labeled "Clearance Deal" on the product page at the time of purchase are final sale and are not eligible for return or refund, except where required by law.

For "Clearance Deal" items, defect, transit-damage, or incorrect-item claims must be submitted within 48 hours of delivery and may require photos or video for verification. If approved, we may offer a resolution based on our verification results and, where applicable, item availability. Refunds are not guaranteed.

Exceptions / Non-Returnable Items

The following items are not eligible for return:

• Gift cards
• Perishable goods (such as food, flowers, or plants)
• Custom products (such as special orders or personalized items)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases

If you have questions about eligibility, please contact us before placing your order.

Refunds

Inspection and Approval

We will notify you once we receive and inspect your return. If approved, your refund will be issued to your original payment method.

We may deny a refund for items that are ineligible, used, damaged due to customer handling, missing parts or accessories, or not returned as received. Where applicable, we may issue a partial refund to reflect restocking, missing components, signs of use or wear, opened or non-original packaging, or diminished resale value.

Refund Timing

If approved, refunds are typically processed by us within 10 business days after approval. Your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since approval, please contact support@kizvy.com.

Outbound Shipping Charges

Original outbound shipping charges (the shipping fee you paid to receive your order) are not refundable, except where required by law.

Exchanges

If we approve a resolution that involves an exchange, the original item is no longer eligible for a refund once the exchanged item has shipped.

Contact

To start a return or report an issue, contact support@kizvy.com.