1. RETURN ELIGIBILITY
We accept returns only for items delivered damaged or materially non-conforming to the product description. Returns must be requested within 14 calendar days from the delivery date.
Strict Conditions:
- Proof of damage (photos/video) must be submitted within 48 hours of delivery.
- Items must be unused, unwashed, and in original packaging with tags attached.
- Final approval is subject to our quality control inspection.
*(Art. 17(1) EU Consumer Rights Directive 2011/83/EU | Art. 5(3) GDPR for evidence retention)*
2. RETURN PROCESS
Step 1: Contact us at [returnandrefund@kovlos.com] within 14 days with:
- Order number
- Photos of damaged item(s)
- Delivery slip copy
Step 2: If approved, you will receive:
- Return authorization code (RMA)
- Instructions for return shipping
Step 3:
- Buyer covers all return shipping costs (including customs for international returns).
- Use tracked/insured shipping – we are not liable for lost return packages.
(Art. 14(2) EU Distance Selling Directive | Stripe Merchant Agreement §5.4)
3. REFUNDS
- Approved refunds will be processed within 14 business days post-inspection.
- Refund method: Original payment (or store credit if preferred).
- No refunds for:
- Items damaged by customer
- Return shipping fees
- Non-returnable items (e.g., underwear for hygiene reasons)
(Art. 8 EU Consumer Rights Directive | Stripe Financial Services Terms §3.2)
4. LEGAL RIGHTS & DISPUTES
- EU consumers retain mandatory 14-day withdrawal right for non-damaged goods (excludes custom items under Art. 16(c)).
- For disputes, contact us first. Unresolved issues may be escalated to:
- EU’s ODR platform
- Stripe’s dispute resolution process (Merchant Agreement §9.4)
5. DATA PROCESSING (GDPR)
All return-related data (photos, emails) is stored for 24 months to comply with:
- EU VAT Regulation (No 904/2011)
- Stripe’s fraud prevention requirements
- Consumer warranty obligations
(Art. 6(1)(c) GDPR – Legal obligation compliance)
Policy last updated: [07/07/2025]
Contact: legal@kovlos.com