Policies
Returns & Refunds
30-day hassle-free returns
30-Day Return Window
We accept returns within 30 days of your delivery date. Items must be unused, unopened, and in their original packaging. We are unable to accept returns on opened products unless they have caused an adverse reaction.
How to Start a Return
Email us at returns@kivana.co with your order number and reason for return. We will respond within 1 business day with a prepaid return label and instructions. Do not send items back without first contacting us.
Refund Processing
Once we receive and inspect your return, we will issue a full refund to your original payment method within 5–7 business days. You will receive an email confirmation when your refund has been processed.
Adverse Reactions
Your skin's safety is our priority. If a product has caused an unexpected reaction, please contact us immediately at hello@kivana.co — even outside the 30-day window. We will arrange a full refund or replacement and may request photos for our quality team.
Damaged or Incorrect Items
If your order arrived damaged or you received the wrong item, please contact us within 7 days of delivery with a photo. We will ship a replacement at no cost to you immediately.
Non-Returnable Items
For hygiene reasons, opened skincare products cannot be returned unless they caused a reaction. Gift cards and promotional items marked as final sale are non-returnable.
Exchanges
We do not currently offer direct exchanges. Please return the item for a refund and place a new order for the product you want.