Size, feel, and style all matter when choosing bedding. If an item is not right for you or something goes wrong with your order, 𝗞𝗶𝘃𝗼𝗿𝗿𝗮™ will help according to this policy.

This policy applies to purchases made through kivorra.com. It does not limit consumer rights that cannot be excluded under applicable law. Where applicable law provides a longer return period or other mandatory protections, those requirements take precedence.

1. Return Request Window

For preference-based returns, please email us within 7 calendar days after receiving your item. Calendar days include weekends and public holidays.

This deadline applies to submitting your request; your return package does not need to reach us within those 7 days. Once approved, we will provide the return address, instructions, and applicable deadline for sending the item back.

If your item arrives damaged, incorrect, incomplete, or significantly different from its description, contact us promptly after discovering the issue. The 7-day window does not automatically exclude valid product defect claims or statutory rights.

2. Item Requirements for Preference-Based Returns

For returns due to personal preference, a change in decorating plans, or selecting the wrong size, items must:

• Be unused, unwashed, and in their original condition.

• Be free from stains, odors, damage, or pet hair resulting from use.

• Include the original packaging, tags, and accompanying accessories.

• Include all original pieces if purchased as a set.

A four-piece bedding set must be returned with one duvet cover, two pillowcases, and one flat sheet. Pillows and cushions must include their supplied filling; returning only the outer cover is not sufficient.

Reasonable unpacking to check the style, dimensions, and condition will not, by itself, be grounds for refusing a return. However, use, washing, or other changes to the item’s condition may affect eligibility for a preference-based return.

These condition requirements will not be used to automatically reject claims involving a pre-existing product defect.

3. How to Request a Return

Email service@kivorra.com with “Return Request | Order Number” as the subject, and include:

• Your order number and the email address used at checkout.

• The name and quantity of the items you wish to return.

• The delivery date and reason for the return.

• Relevant photos for damage, incorrect or missing items, or differences from the description. A video may also be helpful where needed.

We will review your request and explain the available resolution. Not having an unboxing video will not automatically disqualify your claim.

If additional information is needed, we will explain what to provide. Please reply within the same email thread whenever possible so we can keep the details together.

4. Return Address and Shipping Instructions

Do not send returns directly to the business address published on our website. It is not the default return address.

Once your request is approved, our support team will provide the appropriate return address and instructions, including the receiving location and order information to include. If an international return is required, we will explain the destination before you ship so you can understand the arrangements and costs.

Pack items securely to help prevent moisture, contamination, or damage during transit. We recommend using a trackable shipping service and keeping proof of shipment. After shipping, reply to our support email with the tracking number.

If you have already sent an item back independently, contact us promptly with the shipping details. We will check whether it can be received and explain the next steps, as an incorrect destination may affect processing.

5. Who Pays Return Shipping?

Preference-Based Returns

Customers are responsible for return shipping costs when returning an item because of personal preference, a change of mind, or selecting the wrong size. Check the carrier’s charges before shipping, particularly for international returns.

Whether the original outbound shipping charge is refundable depends on the reason for the return, fulfillment status, and applicable law. We will explain this as part of the proposed resolution.

Damage, Defects, Incorrect or Missing Items, or Significant Differences from the Description

For confirmed issues caused by our error or shipping, we will offer an appropriate reshipment, replacement, refund, or return solution. You will not be required to pay additional costs to resolve the issue.

If a return is needed, we will explain how return shipping costs will be covered. Confirm the arrangements with support before shipping to avoid unnecessary costs from an unagreed shipping method.

6. Return Inspection and Refund Timing

After receiving your return, we will check the items, quantities, included pieces, and condition, then notify you of the outcome. If we identify an issue affecting eligibility, we will explain the circumstances and reasons.

Approved refunds will be issued to the original payment method within 5–10 business days after the returned items have been received and inspected. We will complete inspections promptly and will not use inspection as a reason to delay processing indefinitely.

After we issue the refund, your bank or payment provider may need additional time to post it to your account. Contact us if it has not arrived after the timeframe provided.

If the original payment method cannot receive a refund, we will discuss a workable alternative with you and complete any necessary verification.

For approved refunds that do not require an item to be returned, we will confirm the refund amount and expected processing timeframe when agreeing on the resolution.

7. Exchanges

If you would like a different size or style, contact us first to confirm availability, eligibility, and instructions. Submitting a request does not reserve the requested item or mean an exchange has been completed.

For preference-based exchanges, we will explain any return shipping charges, price differences, or additional delivery costs and obtain your agreement before proceeding. Exchanges needed because of an incorrect item or a product defect will not involve additional charges to resolve the issue.

8. Order Cancellations and Delivery Issues

If you wish to cancel an order before receiving it, contact us promptly with your order number. Whether cancellation is possible depends on its processing and shipping status. Please wait for confirmation from support.

For delayed, potentially lost, or missing packages marked “Delivered,” contact us under our Shipping Policy. You do not need to follow the standard return shipping process first. A “Delivered” tracking status will not automatically prevent us from investigating.

9. Contact Us

Trade Name: 𝗞𝗶𝘃𝗼𝗿𝗿𝗮™
Operator: Shanghai Shiguangxian Multimedia Network Technology Co., Ltd.
Customer Support Email: service@kivorra.com
Phone: +86 131 6375 2356
Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

Please contact us to confirm the appropriate solution before arranging a return. We will explain the next steps based on your order and the condition of the item.

𝗞𝗶𝘃𝗼𝗿𝗿𝗮™ — A soft place to come home to, every day.