Return and Exchange Policy

Return and Exchange Policy

Last Updated: September 17, 2026

At Kenvo, we want customers to have a clear understanding of the conditions and procedures that apply when returning or exchanging a purchased product. This policy outlines the general requirements for eligible returns, exchanges, defective merchandise, and other situations involving a product after delivery.

Any mandatory consumer rights applicable to your purchase remain unaffected by this policy.

1. Return Window

Eligible products may generally be returned within 30 days from the date of delivery, unless a different period is required by applicable law or specified for a particular product.

The return period begins when the customer, or a person designated by the customer, receives the relevant item.

Requests submitted after the applicable period may not qualify for a standard return unless an exception applies.

2. Conditions for Standard Returns

For a voluntary return to be considered, the product should generally:

  • Be within the applicable return period;

  • Be in its original or reasonably preserved condition;

  • Include the principal components supplied with the purchase;

  • Not have been damaged through improper use;

  • Not have been substantially modified or altered;

  • Be identifiable as the product originally purchased from Kenvo.

Original packaging should be retained where reasonably possible.

3. Change-of-Mind Returns

If you simply change your mind about a purchase, an eligible product may be returned subject to the applicable return period and product conditions.

Unless otherwise required by applicable law, the customer may be responsible for the cost of sending the product back.

Any refund associated with an approved change-of-mind return will be handled according to Kenvo's Refund Policy.

4. Defective Merchandise

If an item is defective or develops a qualifying fault, please contact Kenvo customer support with a description of the issue.

Depending on the product and circumstances, we may request:

  • Photographs;

  • Video demonstrating the problem;

  • Product details;

  • Order information;

  • Other reasonable evidence.

Where a defect is confirmed, Kenvo may provide a replacement, exchange, repair, refund, or another remedy as appropriate.

Mandatory statutory rights concerning defective products remain applicable.

5. Products Damaged During Delivery

If your product arrives damaged, please contact us promptly after receiving the shipment.

Photographs of the product and its packaging may be requested to help establish what occurred during transportation.

Customers should retain the damaged item and shipping materials until the matter has been reviewed, unless otherwise instructed by our support team.

Depending on the circumstances, Kenvo may arrange an exchange, replacement, refund, or another appropriate solution.

6. Incorrect Items

If you receive an item that does not correspond to the product ordered, please notify us before sending anything back.

Kenvo will verify the order information and determine the appropriate next step.

Where the incorrect shipment resulted from an error on our side, we may arrange the necessary return and provide a replacement or another applicable remedy.

7. Exchanges

Customers may request an exchange for an eligible product.

Exchange requests are subject to product availability and the applicable return conditions.

The replacement product may need to be of the same or comparable type. If the requested item is unavailable, Kenvo may offer another appropriate resolution, including a refund where applicable.

If a customer requests an item with a different price, any applicable price difference may need to be settled before the exchange is completed.

8. Products Not Normally Eligible for Standard Returns

Certain products may not qualify for ordinary change-of-mind returns where permitted by applicable law.

These may include:

  • Personalized or customized merchandise;

  • Items produced specifically according to customer specifications;

  • Products that become unsuitable for return after being opened because of health or hygiene considerations;

  • Items that have been materially altered;

  • Products damaged through misuse or improper handling;

  • Certain digital or electronically supplied products.

Any legally protected cancellation or return right remains unaffected.

9. How to Start a Return

Customers should contact Kenvo before shipping a product back.

The return request should preferably include:

  • Order number;

  • Customer name;

  • Product being returned;

  • Reason for the return;

  • Description of the issue, where applicable;

  • Photographs or supporting documentation when relevant.

Our support team will review the request and provide the appropriate instructions.

10. Return Authorization

Do not send merchandise to an address that has not been provided or confirmed by Kenvo.

A return sent without the necessary instructions may experience delays in identification or processing.

Customers should keep their shipping receipt or tracking information until the return has been fully resolved.

11. Return Shipping Responsibility

Responsibility for return shipping depends on the reason for the return.

If the return is related to a confirmed defective product, incorrect item, delivery damage, or another issue attributable to Kenvo, we may arrange or reimburse reasonable return shipping costs where appropriate.

For voluntary returns, including eligible change-of-mind requests, the customer may be responsible for return shipping unless applicable law provides otherwise.

12. Inspection of Returned Products

Returned products may be inspected after they arrive at the designated return facility.

The inspection may consider:

  • Whether the correct item was returned;

  • Product condition;

  • Included accessories and components;

  • Evidence of misuse or alteration;

  • Compliance with the applicable return requirements.

The inspection process helps determine the appropriate resolution for the request.

13. Refunds After an Approved Return

When an approved return results in a refund, the refund will normally be issued through the original payment method.

Processing times can vary depending on the payment provider and financial institution.

For additional information regarding refund eligibility and processing, please refer to the Kenvo Refund Policy.

14. Promotional Items and Bundles

Products purchased as part of a bundle, special offer, promotional campaign, or discounted package may have specific return conditions.

If returning one component affects the value or eligibility of the original promotion, the applicable refund may be recalculated.

Where products were sold together as a single promotional package, Kenvo may require the applicable components to be returned together.

15. Partial Returns

Where an order contains multiple independent products, customers may generally request a return for an individual eligible item rather than the entire order.

However, items sold exclusively as a bundle or package may be subject to different conditions.

Any applicable refund will be calculated based on the products successfully returned and the terms of the original transaction.

16. Missing or Incomplete Products

If an order arrives without an expected component, accessory, or item, please contact Kenvo customer support.

We may review the order, fulfillment records, shipment information, and other relevant details before determining whether a missing item should be shipped separately, replaced, or otherwise resolved.

17. Products Returned in Poor Condition

A return may be affected when a product has been materially damaged, altered, or used beyond what is reasonably necessary to inspect its nature and characteristics, where permitted by applicable law.

This does not affect statutory rights relating to defective, damaged, or incorrectly supplied products.

18. Failed Deliveries and Returned Shipments

If an order is returned to Kenvo because of an incorrect address, refusal of delivery, failure to collect the package, or repeated unsuccessful delivery attempts, the situation may be reviewed under the applicable shipping and refund policies.

If a new shipment is requested, additional delivery charges may apply where permitted.

19. Fraudulent or Abusive Return Activity

Kenvo may investigate return activity that reasonably appears fraudulent, deceptive, or abusive.

Examples can include repeated false damage claims, returning unrelated merchandise, manipulating products before returning them, or providing materially inaccurate information.

Where permitted by law, Kenvo may decline requests that are determined to involve fraudulent or abusive conduct.

20. Customer Responsibilities

Customers are expected to:

  • Provide accurate order information;

  • Take reasonable care of products while they are in their possession;

  • Follow return instructions;

  • Package returned items appropriately;

  • Use a trackable shipping method when recommended;

  • Retain proof of return shipment;

  • Return the correct merchandise and included components.

These responsibilities do not limit rights that cannot legally be restricted.

21. Statutory Consumer Rights

This policy is intended to describe Kenvo's standard return and exchange procedures.

It does not replace or reduce mandatory consumer protections that may apply in the customer's jurisdiction, including statutory rights concerning defective, damaged, misrepresented, or non-conforming products.

Where applicable law provides a stronger or different remedy, that legal requirement will take precedence.

22. Policy Changes

Kenvo may revise this Return and Exchange Policy when necessary to reflect changes in products, operational procedures, legal requirements, or customer service practices.

The most recent version will be made available on the website and identified by its updated date.

23. Contact Kenvo

For assistance with a return or exchange, please contact the Kenvo customer support team through the contact information available on our website.

When contacting us, providing the order number and a brief explanation of the issue can help us review the request more efficiently.

Kenvo
Return and Exchange Policy — Last Updated September 17, 2026