Exchange and Return Policy

Here is the fully updated Exchange & Return Policy for Kivo Fashion, incorporating your strict unboxing requirements, pickup limitations, and serviceability guidelines to ensure bulletproof legal protection and operational efficiency.

Exchange & Return Policy

At Kivo Fashion, we take pride in delivering high-quality apparel crafted with care. If you experience an issue with your order, please review our comprehensive policy below.

For all exchange and return requests, please contact our support team at support@kivofashion.com within 7 calendar days of delivery (including the day of delivery).

1. Size & Incorrect Item Exchanges

  • Eligible Window: You must notify us within 7 days of delivery to request an exchange for size issues or if an incorrect product was received.

  • Complimentary Reverse Pickup: We provide free reverse pickup for size and incorrect item exchanges.

  • Pickup Location Constraint: Reverse pickups must be scheduled from the exact original delivery address to ensure courier serviceability.

  • Exchange Options: Products can be exchanged for a different size or the correct item of equal value.

  • Price Differences: If the requested replacement item is of higher value, the price difference must be paid online prior to dispatch.

  • Free Exchange vs. Refund: We provide free exchanges for size issues, but no refunds are issued for sizing preference or incorrect size selection.

  • Exchange Limit: Exchange requests are limited to one (1) exchange per order.

2. Reverse Pickup Attempt Limits

  • Three-Attempt Maximum: Our courier partners will make up to three (3) attempts to collect your return package.

  • Failed Handover: If you fail to hand over the package after the third attempt, your return or exchange request will be automatically closed, and you will no longer be eligible for a refund or exchange.

3. Product Condition Requirements

  • Unused Condition: Items must be unused, unwashed, and unworn. Any product that has been used or washed once will not be accepted.

  • Original Packaging: Original tags and sticker labels must remain attached.

  • Proper Packing: Items must be folded correctly and packaged securely to prevent damage during transit.

  • Right of Refusal: Kivo Fashion reserves the right to refuse any return or exchange if the merchandise shows signs of wear, modification, or customer negligence.

4. Refunds & Defective Items (Unboxing Video Required)

  • Mandatory Unboxing Video: To ensure transparency and resolve disputes swiftly, customers are strictly required to record a continuous unboxing video when opening the package at the time of delivery. This serves as concrete proof for claims regarding damaged or incorrect products.

  • Reporting Process: To claim a defect refund, email support@kivofashion.com within 7 days of delivery with your Order ID, a detailed description of the issue, clear photographs of the defect, and the mandatory unboxing video.

  • Genuine Defect Policy: Refunds are granted strictly in genuine cases where a product is proven to be defective or damaged upon arrival.

  • Inspection & Liability: If our quality verification reveals that the damage resulted from customer misuse, alteration, or handling omissions, the item will not qualify for a refund.

  • Damaged Outer Packaging: Do not accept packages that arrive visibly tampered with, torn, or damaged from the logistics carrier at the time of delivery.

5. Exceptional Returns & Return Logistics Fee

  • Logistics Deduction: If a discretionary return request is approved for a non-defective item, a non-refundable ₹100 logistics fee will be deducted from your total refund amount to cover reverse pickup and processing costs.

6. Sale, Clearance & Promotional Items

  • Final Sale: Any product purchased during a promotional sale or using a discount coupon code is final sale and ineligible for a cash refund.

7. Product Visuals & Color Disclaimers

  • Display Variations: Displayed product colors and design proportions on our website, social media, and advertising assets may vary slightly due to screen resolutions, display settings, and photographic lighting.

  • No Defect Claim for Color: Slight color or design tone variations do not qualify as product defects and are not eligible for refunds or free defect replacements.

8. Refund Processing & Timelines

  • Crediting Funds: Once approved, refunds will be credited back to the original payment source or transferred to your verified bank details provided during communication.

  • Processing Time: Refunds typically reflect in your account within 5 to 7 business days following inspection approval.

Support Hours: Monday – Saturday | 10:00 AM – 7:00 PM (IST)

Support Email: support@kivofashion.com