Return & Refund Policy
We want you to be happy with your purchase. Here's how returns and refunds work at Kelvea.
Return window
You have 30 days from the date your order is delivered to request a return. Requests made after this window can't be accepted.
Conditions
Items must be unused, in their original condition and original packaging. For hygiene reasons, opened or used personal care products can't be returned unless they arrived damaged or defective. Proof of purchase (order number or confirmation email) is required.
How to request a return
Email us at support@kelvea.com with your order number and the reason for the return. Once your request is approved, we'll send you the return address and full instructions. Please don't send anything back before you receive that confirmation — unannounced returns can't be processed.
Return shipping costs
Return shipping is paid by the customer, except when an item is defective, damaged on arrival, or different from what was ordered. In those cases we cover the return and send a replacement or issue a full refund.
Damaged, defective, or incorrect items
Contact us within 7 days of delivery with photos of the item and its packaging. We'll arrange a replacement or a full refund at no cost to you.
Refunds
Once we receive and inspect your return, we'll let you know the outcome. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a few extra days for the funds to show up on your statement.
Original shipping charges aren't refundable, unless the return is due to our error.
Order cancellations
Orders can be canceled free of charge as long as they haven't shipped yet. Since we process orders within 24 to 48 hours, please reach out as soon as possible at support@kelvea.com.
Late or missing refunds
If you believe a refund was approved but you haven't received it, check your bank account first and contact your card issuer — processing times vary. If the issue continues, email us at support@kelvea.com.
Contact
Kelvea — support@kelvea.com