Refund policy
This policy covers our 60-day money-back guarantee, faulty or wrong items, and your statutory rights. It applies to everything bought at kolvishop.com.
Our 60-day money-back guarantee
Use your Kolvi products for up to 60 days from the day your order is delivered. If your order arrived in more than one parcel, the 60 days run from the day the last parcel arrived. If you are not happy, email info@kolvishop.com with your order number and tell us it did not work out. One line is plenty. We refund the order in full.
There is no form to complete and no list of conditions to satisfy. The guarantee covers every product we sell, singles and bundles alike, with no exclusion for bundles or discounted items.
- We confirm your claim within one working day, Monday to Friday.
- We process the refund within 2 working days of agreeing it, back to the card or account you paid with. Your bank usually needs a few more days before it shows on your statement.
- Opened consumables, which covers the gummies, capsules, collagen and the serum, stay with you. There is nothing to post back.
- Unopened items that are not consumables may be requested back. Where we ask, we cover reasonable return postage.
The guarantee is given by Kolvi and covers everything bought direct from kolvishop.com for delivery to the United Kingdom, the United States and Canada. It is offered in addition to your legal rights and does not affect them.
Damaged, faulty or wrong items
Email info@kolvishop.com with your order number and a photo. We will replace the item or refund you, your choice, within 2 working days of seeing the photo. You will not be asked to post a damaged item back.
Telling us within the first 14 days helps us claim from the carrier, but your legal rights are not limited to 14 days.
Your 14-day right to cancel
Separately from our guarantee, if you are in the UK the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to cancel a distance order without giving any reason.
- The 14 days run from the day you, or someone you nominate, take physical possession of the goods. If your order arrives in more than one parcel, they run from the day the last parcel arrives.
- To cancel, email us with your order number, or use our cancellation form. Any clear statement that you wish to cancel will do.
- Send the goods back within 14 days of telling us. We pay the return postage.
- We refund within 14 days of receiving the goods back, or of you showing us they have been sent, whichever comes first. The refund goes to the card or account you paid with and includes the standard outbound delivery charge you paid.
Two limits are worth knowing before you order. Goods sealed for health protection or hygiene reasons, which covers all of the supplements and the serum, cannot be cancelled once the seal has been broken. And a refund may be reduced if goods have been handled more than would be reasonable in a shop.
Our 60-day guarantee covers most of what this does not, opened supplements and opened serum included. That one is our promise. This one is the law, and nothing we offer cuts it down.
Your rights if something is not as described
Everything we sell must be of satisfactory quality, fit for purpose and as described. If it is not, the Consumer Rights Act 2015 gives you a short-term right to reject and receive a full refund if you tell us within 30 days of delivery, and a right to repair, replacement or a refund after that. Nothing in this policy reduces those rights.
How refunds are paid
Refunds always go back to the original payment method. We cannot refund to a different card or account. If your card has expired or been replaced, tell us and we will work it out with you.
Complaints
Email us with your order number and the word Complaint in the subject line. We acknowledge complaints within one working day and aim to settle them within five. If we cannot settle it, we will write to you with our final position so you know where you stand, and you are free to take the matter further, including to the courts. Kolvi does not participate in an alternative dispute resolution scheme.
Contact
Kolvi, United Kingdom. Email info@kolvishop.com. We reply within one working day, Monday to Friday.