Here is the practical detail: The following information applies to purchases made through kovily.store.
Your return window
Our guidance is this: Contact us within 30 calendar days of receiving the relevant item to request a return. We will provide instructions and, when required, a return authorization. Please do not send a parcel to an address found elsewhere online; wait for the instructions provided for your order. A brief message with the order number helps us find the correct record.
Condition of items
Please note that For change-of-mind returns, clothing and accessories should be unused, unworn beyond reasonable fitting, unwashed and in resalable condition, with tags and original components where reasonably possible. A child may try on an item carefully to assess fit; substantial wear or damage can affect eligibility, subject to applicable law. This information is intended to make the process predictable rather than promise an outcome in every circumstance.
Items with special restrictions
As a general rule, For hygiene or safety, some products such as opened personal-care goods or certain intimate items may have special return limits where lawful. Any product-specific restriction should be stated before purchase. Faulty, misdescribed or otherwise nonconforming goods remain covered by mandatory consumer remedies. You may want to retain the shipping or transaction confirmation for your records.
Starting a request
When preparing an order, Email support with the order number, item name, reason for return and photographs if the item is damaged or incorrect. We will review the request and explain the next steps, return destination if applicable, and any shipping responsibilities before you send anything. We will assess individual cases based on the order details and applicable law.
Return postage
For active families, For a voluntary change-of-mind return, return postage may be the customer’s responsibility unless we state otherwise or local law requires a different outcome. For a verified wrong, damaged or defective item, we will provide an appropriate remedy and explain any shipping arrangements required by law. Keep a copy of your order confirmation for reference.
Exchanges and size changes
To make the process clear, If you need a different size, contact us before returning the original item. An exchange depends on availability; in some cases a return and a new order will be simpler. Do not assume a replacement has been reserved until our team confirms it. Checking the listing before checkout is usually the easiest way to avoid surprises.
Refund assessment
For peace of mind, After the returned goods are received and checked, we will notify you of the decision and any legally permitted deduction. Approved refunds are issued to the original payment method unless another method is required or agreed. Financial institutions may take additional time to post the credit. Where local law gives you stronger rights, those rights remain in place.
Orders not received
One detail worth knowing: A missing delivery is handled through shipment investigation rather than a standard change-of-mind return. Contact support with the tracking details; we will assess delivery records and the remedies required by the circumstances and local law. Contacting us early gives us more time to look into a problem.
Legal protections
For practical planning, This policy does not replace statutory rights, including rights relating to faulty goods, cooling-off periods or remedies that apply in your country. Where mandatory law provides a longer period or a different process, that law takes priority. The details shown for a particular product take precedence over general styling suggestions.
When something is unclear, contact info@kovily.store before taking the next step.