Refund policy

At Kivexo, we want our customers to shop with confidence. This Return and Refund Policy explains the conditions for returning eligible products and receiving a refund for purchases made through our website.

Return Eligibility

Customers may request a return within 30 business days of receiving their order, provided that the item meets the requirements outlined in this policy.

To be eligible for a return, products must be returned in their original condition and include all items that were delivered with the purchase.

Return Requirements

To help us review and process your return request, customers may be required to provide:

  • A clear description of the issue or reason for the return.
  • An uncut unboxing video clearly showing the product and the reported issue when applicable.
  • Any information reasonably necessary to verify the order and the condition of the product.

Failure to provide the required documentation may result in the return or refund request being declined.

Non-Returnable Items

The following items are not eligible for return or refund unless otherwise required by applicable law:

  • Products that have been used, worn, washed, or damaged after delivery.
  • Items with the original tags, labels, or stickers removed.
  • Products returned without their original packaging, box, wrapping, or protective materials.
  • Items returned without the accessories, manuals, free gifts, or other components included with the original purchase.
  • Products with stains, odors, smoke smell, pet hair, or any visible signs of use.
  • Customized, personalized, or made-to-order products.
  • Clearance, final sale, or items marked as "Non-Returnable," unless they are defective, damaged, or incorrectly shipped.
  • Gift cards and digital products.
  • Products damaged due to misuse, accidents, negligence, or unauthorized repairs.
  • Items returned after the 30-business-day return period has expired.
  • Products returned with missing parts or components that were included at the time of delivery.
  • Items returned without prior return authorization, where applicable.
  • Claims submitted without an uncut unboxing video clearly showing the product and the issue when such documentation is requested.

Return Shipping Costs

Customers are responsible for all return shipping costs unless otherwise required by applicable law.

We recommend using a trackable shipping service when returning items.

Return Address

Authorized returns should be sent to:

355 Flushing Ave
Brooklyn, New York 11205
United States

Please do not return any item without first obtaining return authorization if requested by our customer support team.

Refunds

Once an eligible returned item has been received and inspected, we will review the return request in accordance with this policy.

If approved, refunds will be issued to the original payment method used for the purchase.

Refund Processing Time

Approved refunds are typically processed within 5 to 10 business days.

Please note that financial institutions and payment providers may require additional time before the refunded amount is reflected in your account.

Contact Information

If you have any questions regarding returns or refunds, please contact us:

By placing an order with Kivexo, you acknowledge that you have read and understood this Return and Refund Policy.