Refund policy

Return & Refund Policy

Last Updated: September 12, 2026

At KOVYQ, we want you to feel confident with every purchase. If something isn't right with your order, our Customer Care team is here to help.

This Return & Refund Policy explains the conditions and procedures for returns, refunds, damaged or incorrect products, cancellations, promotional purchases, and delivery-related claims.

By placing an order through kovyq.com, you acknowledge and agree to the terms outlined below.

1. 30-Day Return Policy

You may request a return within 30 calendar days from the date your order is marked as delivered.

To be eligible, your return request must be submitted within this 30-day period.

Requests submitted after the return window may not be accepted unless otherwise required by applicable consumer protection laws.

2. Return Eligibility

To qualify for a return, the product must:

  • Be unused, unworn, and unwashed;

  • Be in its original condition;

  • Include all original tags and labels;

  • Include any original packaging and hygiene protection, when applicable;

  • Be free from stains, odors, pet hair, deodorant marks, makeup, damage, or alterations; and

  • Be accompanied by a valid order number or other proof of purchase.

For apparel, we recommend trying products on carefully while keeping all tags and hygiene protection attached until you are certain you wish to keep the item.

Products that show signs of use or do not meet the conditions above may not be eligible for a refund.

3. How to Request a Return

To start a return, contact our Customer Care team at:

Email: care@kovyq.com

Please provide:

  • Your full name;

  • Order number;

  • Product(s) you wish to return;

  • Reason for the return; and

  • Clear photographs if the product is damaged, defective, or incorrect.

Please do not send products back without first receiving return authorization and instructions from KOVYQ.

Once your request has been reviewed and approved, our team will provide you with the appropriate return instructions and return address.

Products returned without authorization or sent to an incorrect address may be refused or may not be eligible for a refund.

4. Return Shipping Costs

For standard returns, including returns related to personal preference, fit, color, or ordering the wrong size, return shipping costs are the customer's responsibility.

KOVYQ will cover or reimburse reasonable return shipping costs when the return results from an error attributable to us, such as:

  • Receiving the wrong product;

  • Receiving the wrong size or color compared with the order;

  • Receiving a damaged product; or

  • Receiving a defective product.

Original shipping charges and expedited shipping fees are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.

We strongly recommend using a return shipping service that provides tracking.

KOVYQ cannot be responsible for return packages that are lost or damaged before reaching the designated return location.

5. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

If you receive a product that is:

  • Damaged;

  • Defective;

  • Incorrect;

  • The wrong size or color compared with your order; or

  • Missing components;

please contact us at care@kovyq.com as soon as possible.

To help us evaluate the issue, we may request clear photographs showing:

  • The product;

  • The affected area or defect;

  • The packaging; and

  • The shipping label.

Depending on the circumstances and product availability, an approved claim may be resolved through:

  • A replacement;

  • A refund;

  • Replacement parts, when applicable; or

  • Another appropriate solution agreed upon with the customer.

Please do not discard the product or its packaging until your claim has been reviewed.

6. Non-Returnable Items

Certain products may not be eligible for return for hygiene, safety, customization, or other reasons.

These may include:

  • Underwear and intimate apparel;

  • Products with hygiene protection removed;

  • Personalized or customized products;

  • Gift cards;

  • Digital products; and

  • Products clearly marked Final Sale at the time of purchase.

Compression apparel, leggings, sportswear, jerseys, tops, shorts, and similar apparel are generally eligible for return when they meet the requirements described in Section 2, unless specifically identified as non-returnable at the time of purchase.

This section does not affect your rights if an item arrives damaged, defective, incorrect, or where applicable law provides otherwise.

7. Promotional Offers — Buy 2, Get 1 Free & Bundles

Products purchased through promotional offers such as Buy 2, Get 1 Free, bundle discounts, multi-buy offers, or similar promotions are treated as part of a combined promotional purchase.

For a full refund of the promotional purchase, all products included in the promotion must be returned and meet the return eligibility requirements.

If you choose to return only part of a promotional order, the original promotion may be recalculated based on the products you keep.

For example, if a Buy 2, Get 1 Free promotion required three qualifying products and you return one of them, your order may no longer satisfy the conditions of the promotion. In that situation, the products you keep may be recalculated at their applicable non-promotional prices, and your refund will reflect the adjusted order value.

Products received free as part of a promotion have no separate cash or refund value.

Refunds will never exceed the amount actually paid by the customer for the applicable order.

8. Exchanges and Size Changes

We currently do not guarantee direct exchanges for different sizes, colors, or styles.

If you ordered the wrong size or would prefer another product, you may return the eligible item according to this policy and place a new order through kovyq.com.

Product availability cannot be guaranteed while a return is being processed.

9. Refund Processing

Once an authorized return reaches the designated return location, it will be inspected.

After inspection, we will notify you by email regarding the approval or denial of your refund.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow up to 7 business days for KOVYQ to process an approved refund after the return has been received and inspected.

After KOVYQ issues the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. Processing times vary by financial institution and are outside our control.

Unless required by applicable law or the return resulted from our error, the following are generally non-refundable:

  • Original shipping charges;

  • Expedited shipping charges;

  • Return shipping costs; and

  • Other delivery-related fees.

If your approved refund has not appeared after 15 business days from the date it was issued, please contact care@kovyq.com so our team can assist you.

10. Order Cancellations

We begin processing orders as quickly as possible.

You may request cancellation within 12 hours of placing your order by contacting:

care@kovyq.com

We will make reasonable efforts to honor cancellation requests received during this period. However, cancellation cannot be guaranteed if the order has already entered fulfillment or has been shipped.

Once an order has been shipped, it can no longer be canceled.

After delivery, you may request a return in accordance with this Return & Refund Policy.

If an order is successfully canceled before shipment, any applicable refund will be returned to the original payment method.

11. Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping information, contact care@kovyq.com as soon as possible.

We will make reasonable efforts to update the address before fulfillment, but changes cannot be guaranteed once processing or shipping has begun.

KOVYQ is not responsible for delivery failures resulting from inaccurate or incomplete information provided by the customer, except where otherwise required by applicable law.

12. Refused, Unclaimed, or Undeliverable Packages

If an order is returned because:

  • The customer provided an incorrect or incomplete address;

  • Delivery was refused;

  • The package was not claimed;

  • Required delivery attempts were unsuccessful due to customer-related circumstances; or

  • The carrier could not complete delivery for reasons attributable to the recipient;

any eligible refund may be reduced by actual shipping, return shipping, or carrier handling costs incurred in connection with the order, where permitted by applicable law.

If you believe a package was incorrectly classified as undeliverable, please contact care@kovyq.com so we can review the available tracking information.

13. Lost Packages

If your shipment has not arrived and you believe it may be lost, please contact care@kovyq.com.

A package that is still showing active movement through the carrier's network is not automatically considered lost.

When appropriate, KOVYQ may open or request an investigation with the shipping carrier or logistics provider.

If the shipment is confirmed as lost, we will provide an appropriate resolution, which may include:

  • A replacement shipment; or

  • A refund to the original payment method.

Customers may be asked to cooperate with reasonable carrier investigation procedures before a lost-package claim is resolved.

14. Delivered but Not Received

If tracking indicates that your package was delivered but you cannot locate it, please:

  • Check the delivery area around your property;

  • Check with household members;

  • Check with neighbors;

  • Check with building reception, front desk, mailroom, or property management when applicable; and

  • Contact the carrier if additional delivery information is available.

Please also contact care@kovyq.com so our Customer Care team can review the shipment information with you.

A carrier's confirmed delivery status will be considered as part of our investigation, but we will review the circumstances of each claim individually and comply with applicable consumer protection requirements.

15. Return and Refund Abuse

KOVYQ reserves the right, where permitted by law, to refuse a return, refund, or future transaction when there is reasonable evidence of:

  • Return fraud;

  • False or misleading claims;

  • Returning a different product from the one purchased;

  • Intentional product damage;

  • Altered merchandise;

  • Repeated or excessive abuse of return privileges;

  • Abuse of promotional offers; or

  • Other fraudulent activity.

We may request reasonable supporting information when investigating a return, delivery, damage, or refund claim.

Nothing in this section limits rights available to customers under applicable consumer protection laws or through their card issuer or payment provider.

16. Chargebacks and Payment Disputes

If you experience any issue with your order, please contact KOVYQ Customer Care at care@kovyq.com before initiating a chargeback or payment dispute with your bank or card issuer.

In most cases, a chargeback is not necessary. Our Customer Care team can work directly with you to review and resolve issues involving delivery, damaged or incorrect products, cancellations, returns, and eligible refunds.

Contacting us directly is often the fastest and simplest way to resolve an order issue, as a formal bank dispute may require additional investigation and processing by the financial institutions involved.

When contacting us, please provide your order number and a brief description of the issue so our team can review your request promptly.

If a refund is appropriate under this policy, KOVYQ can process the eligible refund directly to the original payment method without requiring the customer to initiate a chargeback.

If a payment dispute or chargeback has already been opened, please let us know when contacting Customer Care.

KOVYQ may provide the payment provider or financial institution with relevant transaction information, including:

  • Order information;

  • Payment records;

  • Shipping and tracking information;

  • Delivery information;

  • Customer communications;

  • Refund records; and

  • Other documentation relevant to the transaction.

KOVYQ will cooperate with legitimate payment dispute procedures and applicable consumer protection requirements.

We strongly encourage customers to give our Customer Care team the opportunity to resolve any concern directly before initiating a payment dispute.

Nothing in this policy restricts or waives a customer's lawful rights with their bank, card issuer, payment provider, or under applicable consumer protection laws.

17. Duplicate Claims and Compensation

Refunds, replacements, and other remedies are intended to resolve legitimate order issues.

KOVYQ may decline duplicate compensation for the same order or product where a refund, replacement, payment reversal, chargeback, or other equivalent remedy has already been provided.

Any decision under this section will be made in accordance with applicable law.

18. Consumer Rights

This policy is intended to provide clear guidelines for returns and refunds and does not override any mandatory consumer rights that apply to your purchase.

If the laws applicable to your transaction provide rights or remedies that are more favorable than a provision of this policy, those mandatory legal rights will apply.

19. Changes to This Policy

KOVYQ may update this Return & Refund Policy periodically to reflect changes to our operations, services, or legal requirements.

The version applicable to your purchase will generally be the policy in effect at the time your order was placed, subject to applicable law.

The latest version will always display its Last Updated date at the top of this page.

20. Contact Us

If you have questions about a return, refund, damaged product, delivery issue, cancellation, or this policy, please contact us:

KOVYQ

Website: kovyq.com
Email: care@kovyq.com

When contacting us about an existing purchase, please include your order number so our Customer Care team can assist you more efficiently.