Return and Refund Policy

RETURNS & REFUND POLICY

Last updated: November 2026

Thank you for shopping with KYOVE. Because our body butters are personal care products applied directly to the skin, we follow strict hygiene rules on returns. Please read this policy carefully before placing your order. By completing a purchase on our website, you confirm that you have read and agree to this Returns & Refund Policy.

1. ORDER CANCELLATION (WITHIN 1 HOUR)

You can cancel your order within 1 hour of placing it. To do so, email us at contact.kyove@gmail.com with your order number and the subject line "Cancel my order".

After 1 hour, your order is already being prepared for shipment and can no longer be cancelled or modified. In that case, the standard return conditions below apply.

2. RETURN WINDOW (14 DAYS)

You have 14 days from the date your order is delivered to request a return.

To be eligible, items must be:
- Unopened, with the original safety seal intact
- Unused and in their original packaging
- In the same condition you received them

For hygiene and safety reasons, we cannot accept returns of opened, used or unsealed products, and we cannot offer refunds or exchanges on them.

3. NON-RETURNABLE ITEMS

- Opened, used or unsealed jars
- Products with a broken or missing safety seal
- Free gifts, including the free gift box (if you return a bundle, the free items must be returned too, or their value will be deducted from your refund)
- Items returned more than 14 days after delivery
- Items purchased on final sale

4. HOW TO RETURN AN ITEM

Step 1: Email contact.kyove@gmail.com within 14 days of delivery, with your order number, the item(s) you want to return and the reason for the return.
Step 2: Our team reviews your request and, if it is approved, sends you the return address and instructions by email. Returns sent without prior approval, or to any other address, will not be accepted.
Step 3: Ship the item(s) back using a tracked shipping service, and send us the tracking number.

Please note that returns are shipped to our fulfillment center in Dubai, United Arab Emirates. The return address will only be provided by email after approval.

5. RETURN SHIPPING COSTS

Return shipping costs are the customer's responsibility and are non-refundable. Original shipping fees are also non-refundable.

We strongly recommend using a tracked and insured shipping service. We are not responsible for return packages that are lost or damaged in transit. Any customs duties, taxes or fees related to the return shipment are also the customer's responsibility.

6. REFUNDS

Once your return arrives, we inspect it to confirm that it is unopened, sealed and in its original condition. We will email you to confirm whether your refund is approved.

Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement.

If a returned item does not meet the conditions above, the refund will be refused and the item may be sent back to you at your expense.

7. DAMAGED, DEFECTIVE OR WRONG ITEMS

If your order arrives damaged, defective, leaking, or if you received the wrong item, contact us within 48 hours of delivery at contact.kyove@gmail.com with your order number and clear photos of the item and the packaging.

In this case, you do not need to return the item and you will not pay any shipping costs. We will send you a free replacement or issue a refund, at our discretion.

8. LOST OR STOLEN PACKAGES

If your tracking shows your package as delivered but you cannot find it, check with neighbors and your local carrier first, then contact us within 7 days of the delivery date. We will open an investigation with the carrier. KYOVE is not responsible for packages marked as delivered to the address provided at checkout. Please make sure your shipping address is complete and correct before placing your order.

9. CHARGEBACKS

If you have an issue with your order, please contact us first. We reply within 24 hours and will do our best to find a solution. Filing a chargeback or payment dispute without contacting us first may delay the resolution of your request.

10. CONTACT

KYOVE Customer Care
Email: contact.kyove@gmail.com
We reply to all emails within 24 hours, Monday to Friday.