Return Policy
Return Policy
Last updated: 2025
At KELLVORA™, customer satisfaction is our top priority. We stand behind the quality of our products and aim to provide a transparent and fair return policy.
Please read the following policy carefully before making a purchase.
1. Return Eligibility
Our return policy lasts 14 days from the date you receive your order.
If 14 days have passed since delivery, unfortunately we cannot offer a refund or exchange.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as when you received it
- The item must be returned in its original packaging, where possible
- Proof of purchase (order number or invoice) is required
⚠️ Important exception:
If your item arrives defective, damaged, or incorrect, the return eligibility conditions may differ. Please refer to Section 4 – Exchanges & Defective Items.
2. Refunds (If Applicable)
Once your return request is approved and the returned item has been received and inspected:
- You will receive an email confirmation notifying you of the approval or rejection of your refund
- If approved, your refund will be processed automatically to your original payment method
Refund processing times may vary depending on your payment provider, but typically:
- Credit/debit cards: 5–10 business days
- Other payment methods: processing times may vary
3. Late or Missing Refunds
If you haven’t received your refund yet:
- First, check your bank account again
- Then contact your credit card company — it may take some time before your refund is officially posted
- Next, contact your bank, as processing times can vary
If you’ve completed all of the above and still have not received your refund, please contact us at:
📧 contact@kellvora.com
4. Sale Items
Only regular-priced items are eligible for refunds.
❌ Sale or promotional items are non-refundable, unless they arrive damaged or defective.
5. Exchanges & Defective Items
We only replace items if they are:
- Defective
- Damaged upon arrival
- Incorrect (wrong item received)
If you need to request an exchange, please email us at:
📧 contact@kellvora.com
Your email must include:
- Your order number
- A clear photo or video showing the defect or damage
Once approved, we will provide you with further instructions.
6. Return Shipping
To initiate a return, you must contact us by email first at:
📧 contact@kellvora.com
Return shipping rules:
- Customers are responsible for paying their own return shipping costs
- Shipping costs are non-refundable
- If a refund is approved, return shipping costs may be deducted from the refund amount
Delivery times for exchanged items may vary depending on your location and typically range between 24–37 business days.
For items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.
7. Non-Returnable Items
The following items are not eligible for return:
- Items that have been used or damaged after delivery
- Items returned after the 14-day window
- Items returned without prior approval
8. Order Cancellations
Orders can only be canceled before processing or shipment.
Once an order has been shipped, it is no longer eligible for cancellation.
To request a cancellation, please contact us immediately at:
📧 contact@kellvora.com
9. Governing Law
This Return Policy is governed and interpreted in accordance with international consumer protection standards applicable to our operating markets, including New Zealand, Australia, and the United States, without regard to conflict of law principles.
10. Contact Information
For all questions related to returns, refunds, or exchanges, please contact our customer support team:
📧 contact@kellvora.com