Returns & Exchanges
KiRiVOO is happy to refund or exchange any ready-to-wear or made-to-order product returned within 14 days of purchase as long as it is subject to the condition that the product is returned in its original state (in original packaging), must be in an unused condition and include all labels and documents included in the parcel. Proof of purchase and shipping is required. When purchasing the product, the limitation of 14 days starts from the moment the product has been handed over to the Customer.
Before exchanging or returning a product, the Customer has to notice KiRiVOO via e-mail: firstname.lastname@example.org. KiRiVOO will then notify the Customer with further information and instructions. The e-mail should contain the following information:
- Customer´s full name;
- Order number and date;
- Name and size of the product;
- The reason for return or exchange;
- The description of the product non-conformity or defect and photo (in case of faulty product).
Please note that certain products may be available exclusively online through the website. These products may have limited quantities and may not be available in other sizes. Please also note that custom made products (such as personalised or made according to your body measurements or customised design) can not be exchanged and returned.
If the original packaging is damaged, the Customer will have to compensate the decrease in value (does not apply to postal packages). KiRiVOO is not obligated to take back damaged product(s). All of this does not affect your rights if the product is faulty or wrong.
The returned product has to include all parts that were initially in the box. In case the purchase included extra products handed out during a campaign for free, Customer needs to return these as well. If any items are returned that were part of a multi buy promotion, all items must be returned.
If you notice product non-conformity or defects, you must immediately notify us by sending an email to email@example.com. The correct item will be posted as soon as possible after the wrong product has been returned to us. The shipping costs will be paid by us in the case of faulty or wrong product(s). Please keep and forward the shipping invoice to us.
Returning delivery costs up to 10€ have to be paid by a Customer. If the delivery cost is higher, KiRiVOO will pay the rest. However, Customer has to allow KiRiVOO to provide the delivery instructions. Generally products are returned using the same delivery method as when ordering.
If a Customer has clearly chosen a manner of delivery of an item different from the cheapest regular manner of delivery of an item provided by KiRiVOO, KiRiVOO shall not refund the cost exceeding the cost of the regular manner of delivery.
KIRIVOO products should be returned by post according to KiRiVOO´s instructions, which will be emailed to a Customer. We do have an address in London. If not informed/agreed differently, goods must be returned to: Cloud Factory (Kirivoo OÜ) Pärnu mnt 139e/13, 11317 Tallinn, Estonia.
Once a Customer return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If a Customer withdraws from a contract, the money will be refunded as soon as possible but no later than within 14 days as of receiving the Customer´s notice of withdrawal. The money will be refunded to the same bank account it was paid from.
If a Customer returns all products, he/she will be offered a full refund (including delivery charge). If a Customer returns fewer goods, KiRiVOO will refund the exact value of the returned product(s) (shown on the order receipt) and shipping fee (calculated proportionally).
If the money has not been returned within 14 days, the Customer needs to contact firstname.lastname@example.org. KiRiVOO may delay payments until the Customer has returned the item(s) or has provided evidence that he or she has returned the item(s).