Refund Policy

Refund Policy

Last Updated: September 17, 2026

At Kenvo, we aim to handle refund requests in a clear and consistent manner. This policy explains the circumstances in which a refund may be available, how requests are assessed, and how approved refunds are processed.

This policy does not limit any consumer rights or remedies that cannot legally be excluded under applicable law.

1. Refund Eligibility

A refund may be considered when circumstances such as the following apply:

  • An order is cancelled before it has been fulfilled;

  • A product cannot be supplied;

  • The wrong item was delivered;

  • A product arrives damaged;

  • A qualifying product has a confirmed defect;

  • An eligible return has been approved;

  • The same transaction was charged more than once;

  • A refund is required under applicable consumer protection legislation.

Each request is assessed according to the circumstances of the relevant order.

2. Cancellation Requests

If you wish to cancel an order, please contact Kenvo as soon as possible after placing it.

We may be able to cancel an order that has not yet entered the fulfillment or shipping process.

Once an order has been packed or dispatched, cancellation may no longer be possible. In that situation, the applicable return procedure may need to be followed instead.

3. Damaged Merchandise

If a product arrives damaged, please notify our customer support team promptly.

To evaluate the situation, we may ask for photographs or other information showing the product, shipping package, and relevant packaging materials.

After reviewing the claim, Kenvo may provide an appropriate solution, which can include:

  • Replacement;

  • Exchange;

  • Partial refund;

  • Full refund;

  • Another remedy appropriate to the circumstances.

4. Defective Products

If you receive a product that has a manufacturing defect or does not function as reasonably expected, please contact us with details of the problem.

We may request photographs, videos, product information, or other evidence to determine the nature of the issue.

Depending on the circumstances and applicable law, Kenvo may offer a replacement, exchange, repair, refund, or another appropriate remedy.

5. Incorrect Products

If the item delivered does not match your order, please contact Kenvo before returning it.

After verifying the order and the item received, we will determine the appropriate resolution.

Where the error originated with Kenvo, we may arrange a replacement or exchange and provide return instructions when necessary.

6. Returns and Refund Approval

Some refund requests require the merchandise to be returned before a refund can be finalized.

If a return is required, the customer must follow the instructions provided by Kenvo.

Returned products may be inspected to determine whether the applicable return conditions have been satisfied.

Sending an item back does not, by itself, constitute approval of a refund.

7. Refund Method

Approved refunds are generally sent back through the original payment method used to complete the purchase.

For security reasons, we may be unable to send a refund to a different person or unrelated payment method.

If the original payment method is no longer available, please contact customer support so that the situation can be reviewed.

8. Refund Processing Time

After Kenvo approves a refund, we will initiate the applicable transaction as soon as reasonably practicable.

Customers should generally allow 5–10 business days for the refunded amount to appear in their account.

The exact timeframe may depend on the payment provider, card issuer, bank, or other financial institution involved.

Kenvo does not control processing delays that occur after the refund has been submitted.

9. Shipping Costs and Refunds

The treatment of shipping charges depends on the reason for the refund.

Where a refund results from a confirmed Kenvo error, defective merchandise, incorrect fulfillment, or another qualifying circumstance, applicable shipping costs may be included in the resolution where appropriate.

For voluntary returns or change-of-mind requests, shipping charges may not be refundable unless otherwise stated or required by applicable law.

10. Promotional Purchases

Products purchased with promotional pricing, discount codes, bundles, or special offers may be subject to specific conditions.

If returning part of a promotional order changes the basis on which a discount was granted, the applicable refund may be recalculated.

The final refund amount will take into account the conditions that applied to the original transaction.

11. Undeliverable Orders

If an order is returned to Kenvo because of an incorrect address, refusal of delivery, failure to collect the package, or another delivery issue attributable to the recipient, the refund will be reviewed according to the circumstances.

Original shipping charges or reshipping expenses may not be refundable where permitted by law.

If the customer requests another delivery attempt, additional shipping costs may apply.

12. Duplicate Charges

If you believe that you have been charged more than once for the same order, please contact us with the relevant transaction information.

Once the duplicate charge has been verified, the additional payment may be refunded to the original payment method.

13. Unfulfilled Orders

If Kenvo cannot fulfill an order that has already been paid for, we may cancel the affected order and issue an applicable refund.

Customers will be informed when a material fulfillment issue affects their purchase.

14. Refund Requests That May Be Declined

A refund request may be declined or adjusted where permitted by law if:

  • The applicable return or refund period has expired;

  • Required information is not provided;

  • A required return has not been completed;

  • The product has been substantially altered or misused;

  • Damage resulted from improper handling after delivery;

  • The same transaction has already been refunded;

  • The request contains materially false information;

  • There are reasonable indications of fraudulent or abusive activity.

These conditions do not override mandatory statutory rights.

15. Payment Disputes

If you have a problem with an order or payment, we encourage you to contact Kenvo before initiating a payment dispute whenever possible.

We will review legitimate concerns and attempt to provide an appropriate resolution.

If a chargeback or payment dispute has already been opened, Kenvo may provide relevant order, payment, delivery, and communication records to the applicable payment provider or financial institution.

16. How to Request a Refund

To submit a refund request, contact the Kenvo customer support team using the contact information available on our website.

Please provide as much relevant information as possible, including:

  • Order number;

  • Name associated with the order;

  • Product involved;

  • Reason for the request;

  • Description of the issue;

  • Photographs or other supporting documentation where relevant.

Complete information can help reduce delays during the review process.

17. Review Process

Refund requests are reviewed individually.

Depending on the nature of the request, Kenvo may need to verify order records, payment information, shipment details, product condition, or other relevant information.

Additional information may be requested before a final decision is made.

Once the review is completed, we will communicate the applicable resolution.

18. Consumer Protection Rights

Nothing in this Refund Policy is intended to restrict consumer rights granted by mandatory laws or regulations.

If applicable law provides a cancellation right, refund remedy, statutory warranty, or other protection that differs from this Policy, the applicable legal requirement will take precedence.

19. Policy Modifications

Kenvo may update this Refund Policy when necessary to reflect changes in our business procedures, services, payment systems, or legal obligations.

The latest version will be published on our website together with its corresponding revision date.

20. Contact

For questions about refunds, cancellations, payments, or any other matter covered by this policy, please contact the Kenvo customer support team through the contact information provided on our website.

When contacting us about an existing purchase, please include your order number whenever possible.

Kenvo
Refund Policy — Last Updated September 17, 2026