Returns & Refunds

The 30-day window

You generally have 30 calendar days from the delivery date to request a return. The delivery date is the day the carrier marks the parcel delivered, or the day you confirm receipt if tracking is missing. Digital products, gift cards, and personalized items are not returnable unless they arrived damaged or were not as described.

What you can return

• Unused items in original packaging with tags, seals, and accessories.
• Wrong size, color, or model compared with the listing.
• Items that arrived damaged, incomplete, or clearly not as described.
• Defective electronics that fail under normal use during the return window.

What we cannot accept

• Items washed, worn beyond a fitting, or missing parts.
• Opened cosmetics, skincare, or personal-care products (hygiene rules).
• Underwear, swimwear, or earrings once the hygiene seal is broken.
• Perishable goods, custom-made pieces, and downloadable files.
• Returns requested after 30 days, except where local law requires a longer period.

How to start a return

1. Sign in and open your orders.
2. Choose the item and select Return. Describe the reason and add photos if the item is damaged or wrong.
3. Wait for the seller or Kavix to approve the request. You will get a return address or prepaid label when required.
4. Pack the item securely. Include all accessories, manuals, and free gifts that came with it.
5. Hand it to the carrier and keep the drop-off receipt until the refund is complete.

Do not send a parcel back without an approved return. Unsolicited packages may not be refunded and may be returned to you at your cost.

Who pays return shipping

If the item is defective, not as described, or we sent the wrong product, Kavix or the seller covers return shipping. If you change your mind, ordered the wrong size, or no longer want the item, return shipping is usually your responsibility unless the listing said otherwise. International returns can take longer and may involve customs forms; follow the instructions in the return approval email.

Refunds

We inspect or confirm receipt, then refund to the original payment method. Card refunds often show in 5–10 business days depending on your bank. Wallet or alternative methods follow the provider’s timeline. You see the product price you paid. Shipping you paid on the original order is refunded when the return is our fault. Change-of-mind returns typically refund the product only.

Partial refunds

If an item is returned incomplete, used, or damaged on the way back, we may refund part of the amount. We will explain the deduction before we close the case.

Replacements

You can ask for a replacement instead of a refund when the same listing is in stock. We ship the replacement after the return is approved. If stock is gone, we refund.

Cancellations before shipping

If the seller has not shipped yet, you can often cancel from the order page. Once the parcel is with the carrier, use the return process after delivery instead of asking the courier to turn around.

Disputes

If you and the seller disagree, open a case from the order or write to Support with the order number, photos, and messages. We review listing details, tracking, and return photos. Our decision follows this policy and the Terms and Conditions.

For shipping delays before you request a return, read Shipping Info. For account or checkout questions, see the Help Center.