Sometimes the fit is not quite right, or an item arrives with a problem. At Kovenas, our goal is to explain the relevant steps in plain language without promising outcomes that depend on carriers, payment providers, or local laws.
1. Return window
Contact us within 30 days after delivery if you wish to request a return. The return period is subject to applicable consumer rights, which may provide additional protections. Do not ship an item back until support provides the appropriate return instructions.
2. Condition of eligible goods
For a change-of-mind return, goods should generally be unworn, unwashed, undamaged, and accompanied by original tags and packaging where reasonably possible. Trying on an item carefully to assess fit is different from using it for an extended period.
The right approach depends on the item and the circumstances.
3. Items that need special handling
For hygiene and safety reasons, certain intimate, personal-care, or sealed items may be excluded from discretionary returns once opened, where legally permitted. Customized or made-to-order items may also have limitations. Any exclusion must be disclosed on the relevant product page and does not remove rights for defective goods.
This is how the process works in everyday situations.
4. Starting a return
Email your order number, the item you wish to return, the reason, and photos if there is a defect or mismatch. We will explain the next step and any required authorization. Returning items without instructions can delay identification and processing.
5. Incorrect, damaged, or faulty products
If an item arrives damaged, defective, or materially different from the description, contact support promptly with clear images. We will assess the issue and explain available remedies, which may include replacement, repair where appropriate, or refund as required by law.
If your order is already in progress, timing may affect available options.
6. Return shipping and packaging
Responsibility for return postage depends on the reason for the return, the terms disclosed at purchase, and applicable law. Pack goods securely and retain shipping evidence and tracking. Do not assume the original outbound shipping service can be reused.
These guidelines help keep expectations realistic.
7. Inspection and refunds
After the returned goods are received, we assess the condition and eligibility. Approved refunds are normally issued to the original payment method; the payment provider may need additional business days to post the credit. We cannot control the bank’s posting schedule.
8. Exchanges and sizing
For a different size or style, contact us before returning the original item. An exchange may depend on inventory, product availability, and shipping arrangements. If a direct exchange is unavailable, a return and new purchase may be necessary.
The specific checkout terms may provide additional details.
9. Partial returns and promotions
Returning only part of a discounted bundle or multi-item promotion may affect the discount that applied to the original purchase. Any recalculation must follow the promotion terms disclosed at checkout and applicable law.
For an active household, knowing the steps in advance helps.
10. Consumer rights
This policy does not limit non-waivable statutory remedies, including rights relating to faulty goods or mandatory cancellation periods where they apply. Where a local law provides greater protection, that law takes precedence.
Need assistance? Contact info@kovenas.store.
We recommend checking the latest information before acting.