Returns & refunds

This policy applies to orders placed on trykaviora.com.

Your statutory right to cancel

If you are a consumer in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of the day you receive it, without giving any reason. This right exists independently of the goodwill policy below and nothing here limits it.

To exercise it, email support@trykaviora.com with your order number before the 14 days are up. You then have a further 14 days to send the goods back. We refund within 14 days of receiving the returned goods, or of proof that you have sent them, whichever is earlier.

One important exception. Under Article 16(e) of the EU Consumer Rights Directive, and the equivalent UK regulations, the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed. Our cosmetic products are supplied sealed for exactly this reason. If you have broken the seal, the statutory right no longer applies to that item — but the rest of your order is unaffected, and a faulty product is always covered (see below).

Our 30-day returns policy

On top of your statutory rights, we accept returns of unopened, unused items with their seals intact for 30 days from the day of delivery. Email support@trykaviora.com with your order number and we will confirm where to send it.

Items must be returned in their original packaging and in resalable condition. We cannot accept a return where the seal is broken, for the hygiene reason set out above.

Faulty, damaged or incorrect items

If something arrives damaged, faulty, or is not what you ordered, tell us within 30 days of delivery and we will replace it or refund it in full, including delivery costs. Your legal rights in respect of goods that are faulty or not as described are not affected by anything in this policy, and no time limit here overrides them.

Refunds

Refunds go back to the original payment method. Once we have processed a refund it usually takes 5–10 working days to appear, depending on your bank or card issuer.

Return postage

We cover return postage where an item is faulty, damaged, or sent in error. For a change-of-mind return under the 30-day policy, return postage is yours to pay. For a cancellation under the 14-day statutory right, you are responsible for the cost of returning the goods.

Subscriptions

Cancelling a subscription is not the same as returning an order. See the Subscription Policy for how billing and cancellation work.

Contact

Email support@trykaviora.com. We aim to reply within two working days.