This policy applies to purchases through kivorra.com. Mandatory consumer rights remain unaffected. Where applicable law provides a longer return period or other protections, those requirements take precedence.
Return request window
Request preference-based returns by emailing service@kivorra.com within 7 calendar days after receipt, including weekends and holidays. This is the request deadline, not the arrival deadline. After approval, we provide the return address, instructions, and applicable sending deadline. Defect-related claims and statutory rights are not automatically excluded by this window.
Condition and complete sets
Preference-based returns must be unused, unwashed, in original condition, free of use-related stains, odors, damage, or pet hair, and include packaging, tags, accessories, and all set components. Bedding sets require the duvet cover, two pillowcases, and flat sheet. Pillows and cushions must include supplied filling.
Reasonable unpacking to check an item does not alone prevent returns. Use or washing may affect preference-based eligibility, but conditions do not automatically defeat valid pre-existing defect claims.
Requesting and sending a return
Email your order number, checkout email, item names and quantities, receipt date, reason, and relevant photos. Video can help but an unboxing video is not required. We will explain any additional information needed.
Do not use our business address as the default return address. Support provides the appropriate destination after approval, including international destination details before you ship. Pack securely, preferably use tracked shipping, keep your receipt, and send us the tracking number. If you already shipped independently, contact us to check receipt arrangements.
Shipping costs
Customers pay preference-based return shipping, including international return costs where applicable. Original outbound shipping refunds depend on the return reason, fulfillment circumstances, and applicable law and will be explained. Confirmed defects, incorrect or missing items, significant misdescription, our errors, or shipping damage receive an appropriate solution without additional customer costs. Agree return shipping arrangements with support first.
Inspection and refund timing
We check returned items promptly and explain any eligibility issue. Approved refunds are issued to the original payment method within 5–10 business days after receipt and inspection. Inspection will not be used to delay processing indefinitely. Banks may need additional posting time. If the original method cannot receive funds, we will discuss an alternative and verification. For approved refunds without return, we confirm amount and timeframe when agreeing the solution.
Exchanges, cancellations, and delivery problems
Contact us to check exchange availability and conditions. Preference-based costs and price differences require prior explanation and agreement. Requests do not reserve stock. Cancellation depends on order status. Delivery delays or packages marked delivered but missing follow the Shipping Policy investigation process.
Support: service@kivorra.com · +86 131 6375 2356 · 9:00 a.m.–6:00 p.m. PDT. Operator: Shanghai Shiguangxian Multimedia Network Technology Co., Ltd.
Kivorra™ — A soft place to come home to, every day.