Refund policy

RETURN & REFUND POLICY

We want you to be satisfied with your purchase. If you experience an issue with your order, please contact us at support.kohvella@gmail.com.

Returns

You may request a change-of-mind return within 14 days of receiving your order. To be eligible, the item must generally be unused, unworn and in its original condition and packaging, unless the item is faulty, damaged, incorrect or your rights under applicable consumer law provide otherwise.Customers are responsible for return shipping costs for approved change-of-mind returns unless otherwise stated.

Please contact support.kohvella@gmail.com before returning an item. If your return is approved, we will provide instructions on where and how to return your order. Do not send products to an address without receiving return instructions from us first.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your product arrives damaged, defective or incorrect, contact us as soon as possible with your order number and photos of the item so we can assess the issue and provide an appropriate solution.

Non-returnable items

For hygiene and safety reasons, certain opened or used personal-care and beauty products may not be eligible for change-of-mind returns. Other exclusions may apply to customised or personalised products and gift cards. This does not limit any rights you may have under applicable consumer protection laws.

Exchanges

If you would like a different product, please contact us first. Where appropriate, we may ask you to return the original product and place a separate order for the replacement.

Refunds

Once an approved return has been received and assessed, or where a return is not required, we will notify you of the outcome. If a refund is approved, it will be issued to your original payment method. Your bank or payment provider may require additional time to process the refund.

Consumer rights

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws, including the Australian Consumer Law where applicable.

For questions regarding returns or refunds, contact us at support.kohvella@gmail.com.