Thank you for shopping with Kivoa Jewelry. We strive to ensure that our wholesale partners are fully satisfied with their orders. Please read our Refund and Returns Policy carefully before placing an order.

1. Wholesale Orders

Kivoa Jewelry operates as a wholesale supplier. Our products are sold in bulk to businesses, retailers, and resellers. Due to the nature of wholesale transactions, our return and refund policy differs from that of retail stores.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The request must be made within 7 days of receiving your order

  • Items must be unused, unworn, and in their original condition

  • Items must be in their original packaging with all tags and labels attached

  • A proof of purchase (order number or invoice) must be provided

  • The return must be pre-approved by our team before shipping

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom or personalized orders

  • Items damaged due to misuse, improper handling, or normal wear and tear

  • Items purchased during final sale or clearance promotions

  • Items returned without prior approval

  • Items received more than 7 days after delivery

4. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at [your email address] with your order number and reason for the return.

  2. Approval: Our team will review your request and respond within 2–3 business days.

  3. Shipping: If approved, you will receive instructions on how and where to ship the item. Return shipping costs are the responsibility of the buyer unless the return is due to our error.

  4. Inspection: Once we receive the returned item, we will inspect it to ensure it meets our return conditions.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: Refunds will be processed within 5–10 business days to your original payment method.

  • Rejected Refunds: If the return does not meet our conditions, we will notify you and may ship the item back at your expense.

  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

6. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, please contact us within 7 days of receiving your order. Exchanges are subject to product availability.

7. Damaged or Defective Items

If your order arrives damaged or defective, please:

  1. Contact us within 48 hours of delivery

  2. Provide clear photos of the damaged item and packaging

  3. Include your order number and a brief description of the issue

We will review your case and offer a replacement, exchange, or refund as appropriate. Claims made after 48 hours may not be accepted.

8. Order Cancellations

  • Orders may be canceled before they are shipped for a full refund.

  • Once an order has been shipped, it cannot be canceled. You may request a return following the process above.

  • Custom orders cannot be canceled once production has begun.

9. Late or Missing Refunds

If you have not received your refund after the stated processing time, please:

  1. Check your bank account again

  2. Contact your credit card company (processing times may vary)

  3. Contact your bank (there is often a processing delay)

If you have completed these steps and still have not received your refund, please contact us at [your email address].

10. Return Shipping

  • Return shipping costs are the buyer’s responsibility unless the return is due to our error (wrong item, damaged item, etc.).

  • We strongly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

  • Items lost in transit during a return are the buyer’s responsibility.