Refund policy
Shop with Confidence with KOOVO™
At KOOVO™, we're committed to providing premium products and an exceptional shopping experience. Every eligible purchase is backed by our 30-Day Money-Back Guarantee, giving you confidence when shopping with us.
If you're not completely satisfied with your purchase, we're here to help.
30-Day Money-Back Guarantee
You may request a return within 30 days from the date your order is marked as delivered.
To be eligible for a return:
- The product must be returned in clean, resalable condition.
- All original accessories, manuals and included items must be returned.
- Original packaging should be included where reasonably available.
- Proof of purchase is required.
- The item must not show signs of misuse, excessive wear, accidental damage, improper handling or unauthorized modification.
Items that do not meet these conditions may not qualify for a full refund.
Return Approval Required
To ensure every return is processed correctly, all returns must be authorized by KOOVO™ before being shipped back.
Please do not return your order without first contacting our Customer Support team, as unauthorized returns may be refused.
To request a return, please email:
Please include:
- Your order number
- Reason for return
- Clear photographs and/or videos where applicable
Once your request has been reviewed and approved, KOOVO™ will provide the designated return address together with detailed return instructions where a return is required.
Items returned without prior authorization or outside the approved return process may not qualify for a refund.
Return Shipping
Unless your order is confirmed by KOOVO™ to have arrived damaged, defective, incomplete or incorrect:
- Customers are responsible for all return shipping costs.
- Customers remain responsible for the returned item until it has been safely received by KOOVO™.
- Any customs duties, import taxes, brokerage fees or other charges associated with returning the product remain the customer's responsibility.
- We strongly recommend using a tracked shipping service and retaining proof of postage, as KOOVO™ cannot be responsible for returns lost or damaged during return transit.
Products approved for return must be shipped in accordance with the return instructions provided by KOOVO™.
Refunds, replacements or exchanges may be delayed until the approved returned product has been received and inspected by KOOVO™, except where otherwise required by applicable law.
Refund Processing
Once your approved returned item has been received and inspected, we'll notify you of the outcome.
If your return is approved:
- Your refund will be issued to your original payment method.
- Please allow 5–10 business days for your financial institution or payment provider to process the refund.
- Original shipping charges (where applicable) are non-refundable unless required by applicable law.
Where permitted by applicable law, KOOVO™ reserves the right to reduce the refund amount if the returned item has diminished in value due to handling beyond what is reasonably necessary to inspect the product, or where accessories, packaging or included items are missing.
Unless otherwise required by applicable law or expressly confirmed by KOOVO™ in writing, refunds are processed only after the approved returned item has been received and inspected.
Damaged, Defective, Incomplete or Incorrect Orders
If your order arrives damaged, defective, incomplete or you receive an incorrect item, please contact KOOVO™ within 7 days of the delivery date.
To assist with our investigation, please provide:
- Your order number
- A detailed description of the issue
- Clear photographs and/or videos showing the product, packaging and any visible defect, damage or discrepancy
KOOVO™ may request additional information where reasonably necessary to verify the claim.
Once the claim has been reviewed, KOOVO™ will determine the most appropriate resolution based on the circumstances of each case and applicable consumer protection laws.
Depending on the nature of the issue, the appropriate resolution may include:
- Troubleshooting assistance
- Replacement parts
- Replacement product
- Return for inspection
- Repair
- Refund where appropriate
Where reasonably necessary to verify a reported defect, missing item, incorrect product or other product-related claim, KOOVO™ may require the affected product or item to be returned for inspection before determining the appropriate remedy, including any replacement or refund, unless otherwise required by applicable law.
Where a product is confirmed to be defective, incorrect or supplied in error, KOOVO™ will provide appropriate return instructions and, where required by applicable law, reimburse reasonable return shipping costs.
Promotional Pricing & Price Adjustments
From time to time, KOOVO™ may offer promotional pricing, discount codes, seasonal sales, bundle offers or limited-time campaigns.
Unless required by applicable law:
- Promotional pricing applies only during the stated promotional period.
- Promotions cannot be applied retrospectively.
- Promotional offers cannot be combined unless expressly stated.
- KOOVO™ does not provide refunds, credits or price adjustments for price differences resulting from promotions introduced after an order has been placed or confirmed.
Non-Returnable Items
Returns may not be accepted for:
- Products showing misuse or excessive wear
- Accidental or intentional damage
- Unauthorized repairs or modifications
- Products missing accessories or included items
- Clearance, final sale or promotional items where stated
- Items returned without prior authorization
Order Changes & Cancellations
Orders are transmitted to our fulfilment partners shortly after confirmation to enable fast dispatch.
If you need to modify or cancel your order, please contact us immediately at:
While we'll make reasonable efforts to accommodate requests received before processing begins, we cannot guarantee that changes or cancellations can be completed.
Once an order has entered fulfilment, shipment preparation or has been handed over to the shipping carrier, it can no longer be modified or cancelled.
If you no longer wish to keep your order after delivery, you may request a return in accordance with this Refund & Return Policy.
Shipping Address Responsibility
Customers are responsible for ensuring that the shipping address provided during checkout is accurate and complete.
KOOVO™ is not responsible for delays, failed deliveries or additional shipping charges resulting from incorrect or incomplete shipping information supplied during checkout.
Refused Deliveries
If a shipment is refused by the customer without prior agreement with KOOVO™, any shipping charges, return shipping costs, customs fees or carrier charges incurred may be deducted from any eligible refund where permitted by applicable law.
Fraud & Policy Abuse
KOOVO™ is committed to providing fair and transparent support to all customers.
To help protect both our customers and our business from fraudulent activity, KOOVO™ reserves the right to request additional information, supporting documentation or the return of products where reasonably necessary to investigate claims relating to:
- Damaged or defective products
- Missing or incorrect items
- Refund requests
- Delivery disputes
- Other product-related claims
KOOVO™ reserves the right to refuse returns, refunds, replacements or future service where there is reasonable evidence of:
- Fraudulent or misleading claims
- Chargeback abuse
- Excessive or repeated return activity
- Attempts to misuse promotional offers
- Deliberate misuse of this Refund & Return Policy
- Any conduct inconsistent with fair consumer use
Nothing in this Refund & Return Policy limits or excludes any mandatory rights available under applicable consumer protection laws.
Contact Us
If you have any questions regarding your order or wish to request a return, please contact our Customer Support team.
Email: support@koovo.co