Refund policy

Exchange & Return Policy

At Kivo Fashion, we want you to have a positive shopping experience. If you experience an issue with your order, please review the policy below and contact our support team at support@kivofashion.com.

For exchange, return, or product-issue requests, please contact us within 7 calendar days of delivery, including the date of delivery.

Eligibility and resolution will depend on the nature of the issue, product condition, available evidence, and the applicable provisions of this policy.

1. Size Exchanges & Incorrect Products

Customer-Selected Size

If you have ordered the wrong size or the delivered size does not fit as expected:

  • You may request one size exchange per order within 7 calendar days of delivery.

  • The product must meet the condition requirements stated below.

  • We provide exchange assistance for eligible size-related requests, subject to courier serviceability.

  • Cash refunds are not provided solely because a customer selected an incorrect size or changed their mind about the size.

  • The replacement must generally be for another available size of the same product.

  • If you request a replacement product of higher value, the applicable price difference must be paid before dispatch of the replacement.

Incorrect Product or Size Sent by Kivo Fashion

If Kivo Fashion sends an incorrect product, incorrect size, or substantially different item from what was ordered:

  • Please notify us within 7 calendar days of delivery.

  • Subject to verification, Kivo Fashion will arrange an appropriate resolution, which may include replacement, exchange, or refund as applicable.

  • Where the error is attributable to Kivo Fashion, applicable return/replacement shipping will be handled by Kivo Fashion.

2. Reverse Pickup & Pickup Attempts

  • Eligible returns and exchanges may be collected through our designated logistics partner, subject to serviceability.

  • Reverse pickup is generally arranged from the same address to which the original order was delivered.

  • If pickup from another address is requested, Kivo Fashion may be unable to arrange the pickup depending on courier serviceability.

  • Our logistics partner may make up to three pickup attempts.

  • Customers must ensure that the package is properly packed and available for collection during the scheduled pickup window.

  • If a pickup repeatedly fails due to customer unavailability, refusal, incorrect information, or failure to hand over the package, the return/exchange request may be closed.

  • Any subsequent request may be reviewed based on the circumstances and applicable policy.

3. Product Condition Requirements

For size exchanges and eligible customer-requested returns, products must generally be:

  • Unused

  • Unwashed

  • Unworn

  • Free from stains, odours, marks, damage, or alterations

  • Returned with original tags and labels attached, where applicable

  • Properly packed to prevent damage during reverse transportation

Kivo Fashion may decline a customer-requested exchange or return where inspection reasonably establishes that the product has been used, washed, worn, altered, damaged, or otherwise handled in a manner inconsistent with its original condition.

These condition requirements do not limit applicable remedies for products that are defective, damaged in transit, incorrect, or otherwise not as ordered.

4. Defective, Damaged or Incorrect Products

If you believe your product has a manufacturing defect, was damaged before or during delivery, or is materially different from the product ordered, please contact us within 7 calendar days of delivery.

Please provide:

  • Order ID

  • Clear description of the issue

  • Clear photographs of the product and the issue

  • Photographs of the packaging, where relevant

  • An unboxing video, if available

Unboxing Video

For your protection and to help us investigate damage, tampering, missing items, or incorrect-product claims, we strongly recommend recording an uninterrupted video while opening your package.

An unboxing video may be requested as supporting evidence for certain claims, particularly where the condition of the package or product at the time of delivery is relevant.

However, the absence of an unboxing video does not by itself determine whether a claim is genuine. Kivo Fashion may consider the photographs, product condition, packaging, shipping records, courier information, and other reasonably available evidence when reviewing a claim.

Product Inspection

Where appropriate, Kivo Fashion may request photographs, videos, product return, packaging evidence, or other reasonable information necessary to verify a claim.

If inspection establishes that the issue resulted from customer misuse, washing, alteration, accidental damage, improper handling, or other circumstances occurring after delivery, the claim may not qualify for a defect-related replacement or refund.

Where a product is verified as defective, damaged, or incorrectly supplied by Kivo Fashion, we will provide an appropriate resolution in accordance with the applicable circumstances, which may include replacement, exchange, or refund.

Damaged or Tampered Packaging

If a package appears visibly damaged, opened, or tampered with at the time of delivery, customers are encouraged, where reasonably possible, to refuse acceptance or immediately document the condition and contact Kivo Fashion.

If a damaged package has already been accepted, please contact us promptly with photographs and other available evidence so that we can investigate the matter with the logistics provider.

5. Discretionary Returns for Non-Defective Products

Kivo Fashion primarily offers exchanges rather than cash refunds for customer-requested size or preference-related issues.

Where Kivo Fashion expressly approves a discretionary return of a non-defective product, an applicable ₹100 reverse-logistics/processing fee may be deducted from the approved refund.

This fee does not apply where the return is due to a verified manufacturing defect, transit damage, or an incorrect product supplied by Kivo Fashion, unless otherwise required by the circumstances or applicable law.

6. Sale, Clearance & Promotional Products

Promotional, discounted, clearance, or coupon-purchased products may have different return or exchange eligibility, as clearly stated on the relevant product page or promotional terms.

However, promotional pricing does not by itself exclude applicable remedies for products that are defective, damaged, incorrect, or materially different from what was ordered.

7. Product Appearance, Colour & Display Variations

Product images are provided to help customers understand the appearance of the product.

Actual colours may vary slightly due to screen settings, display technology, lighting, photography conditions, printing characteristics, and other factors.

Minor differences in colour, tone, placement, or appearance that do not materially affect the product may not constitute a defect.

However, a material difference from the product description, specifications, or ordered design will be reviewed separately.

8. Exchange Availability

All exchanges are subject to product and size availability.

If the requested replacement is unavailable, Kivo Fashion may offer an alternative resolution, which may include another available size/product, store credit, or refund, as appropriate to the circumstances and applicable policy.

9. Refund Processing

Where a refund is approved:

  • Refunds will normally be issued to the original payment method used for the order.

  • Kivo Fashion will initiate the approved refund within the applicable processing timeframe after the required verification/inspection is completed.

  • Once initiated, the time taken for the amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution.

  • A refund is considered processed by Kivo Fashion once the refund has been successfully initiated through the applicable payment/payment-processing system.

10. Customer Cooperation

Customers are expected to provide accurate order information and reasonably cooperate with requests necessary to verify an exchange, return, damage, or defect claim.

Providing false, misleading, manipulated, or fraudulent information or evidence may result in rejection of the claim and may lead to further action where appropriate.

11. Policy Does Not Exclude Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any consumer right, remedy, or protection that cannot lawfully be excluded or restricted under applicable law.

Kivo Fashion reserves the right to verify each claim and determine the appropriate resolution based on the circumstances, available evidence, product condition, and applicable policy.

Support

Support Email: support@kivofashion.com
Support Hours: Monday – Saturday | 10:00 AM – 7:00 PM (IST)

For faster assistance, please include your Order ID, photographs/videos where relevant, and a clear description of the issue.