Return & Refund Policy

At Kovelora, we want you to feel confident when shopping with us. Because many of our products are beauty and personal care items, certain return restrictions apply for hygiene and safety reasons.

Please review the policy below before submitting a return request.

1. 30-Day Return Policy

You may request a return within 30 days of the date your order is delivered.

To be eligible for a standard return, the item must:

  • Be unused and unopened;

  • Be in its original packaging;

  • Have all original seals, protective packaging, labels, and tags intact; and

  • Be in the same condition in which you received it.

For hygiene and safety reasons, beauty and personal care products that have been opened, used, tested, swatched, sampled, or otherwise tampered with are generally not eligible for return unless the product arrived damaged, defective, incorrect, or another exception required by applicable law applies.

2. How to Request a Return

To request a return, please contact us at:

support@kovelora.com

Please include:

  • Your order number;

  • The name of the item you wish to return;

  • The reason for the return; and

  • Photos, where relevant.

Please do not send a return before contacting us.

If your return is approved, we will provide you with return instructions and the appropriate return address.

Items returned without authorization or sent to an incorrect address may experience delays or may not be eligible for processing.

3. Return Shipping Costs

For eligible returns due to a change of mind or personal preference, the customer is responsible for return shipping costs unless otherwise stated.

Original shipping and handling charges are generally non-refundable.

If we sent you an incorrect item, or if your item arrived damaged or defective, we will work with you on an appropriate resolution and, where a return is required, will cover reasonable return shipping costs.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If an item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at support@kovelora.com.

To help us resolve the issue, we may ask you to provide:

  • Your order number;

  • Photos or videos showing the issue;

  • Photos of the product packaging;

  • Photos of the shipping package and shipping label; and

  • A brief description of the problem.

After reviewing the information provided, we may offer an appropriate resolution, which may include a replacement, refund, or other remedy depending on the circumstances.

You will not be charged additional shipping costs for an approved replacement or return resulting from our error or a verified damaged or defective item.

Products that have been intentionally damaged, altered, misused, or used contrary to the product instructions are not considered defective.

5. Reactions and Sensitivities

Beauty and personal care products may affect individuals differently depending on skin type, sensitivities, allergies, existing conditions, and other individual factors.

An individual sensitivity or reaction does not necessarily mean that a product is defective.

If you experience an unexpected reaction, discontinue use of the product and contact us if you believe there may be an issue with the product you received.

We may request information such as photographs, the product name, lot or batch information where available, and details about the issue so that we can review the matter.

Nothing in this policy limits any rights or remedies available to you under applicable law.

6. Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

We aim to initiate approved refunds promptly and generally within 7 business days after the returned item has been received and approved.

After we issue a refund, your bank, credit card company, PayPal, or other payment provider may require additional time to post the refund to your account. These processing times are outside our control.

Original shipping and handling charges are non-refundable unless the return results from an incorrect, damaged, or defective item or otherwise required by applicable law.

7. Exchanges

For hygiene and safety reasons, we do not process direct exchanges for beauty and personal care products.

If you would like a different eligible product, please contact our customer service team. Where appropriate, you may return the original eligible item in accordance with this policy and place a new order separately.

Damaged, defective, or incorrectly shipped items are handled under the section above and are not treated as standard exchanges.

8. Non-Returnable Items

The following items are generally not eligible for standard returns:

  • Opened or used beauty and personal care products;

  • Products that have been tested, swatched, or sampled;

  • Products with broken or removed hygiene seals;

  • Items that have been altered, damaged, or tampered with after delivery;

  • Items missing original packaging, components, labels, or accessories;

  • Gift cards, where applicable; and

  • Items clearly marked “Final Sale” before purchase.

This does not affect your rights regarding products that arrive damaged, defective, incorrect, or otherwise qualify for remedies under applicable law.

9. Final Sale Items

Products clearly identified as “Final Sale” on the product page or before checkout cannot be returned for change-of-mind reasons.

A product is not considered Final Sale merely because a promotional discount or coupon was applied unless it was clearly identified as Final Sale before purchase.

If a Final Sale item arrives damaged, defective, or incorrect, please contact us so we can review the issue.

10. Late or Missing Refunds

If we have confirmed that your refund has been issued but you have not yet received it:

  1. Please check your bank or payment account again;

  2. Contact your credit card issuer, bank, PayPal, or other payment provider, as processing times may vary; and

  3. If you still have not received your refund after checking with your payment provider, contact us at support@kovelora.com.

11. Orders Returned to Sender

If an order is returned to us because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, additional shipping charges may apply before the order can be reshipped.

If a refund is approved instead of reshipment, reasonable shipping charges already incurred may be deducted from the refund where permitted by applicable law.

Orders returned because of an error by Kovelora or the carrier will be handled separately.

12. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded or limited under applicable law.

13. Contact Us

If you have questions about a return, refund, damaged item, or your order, please contact:

Kovelora
Operated by QUENALITH INC.

Email: support@kovelora.com

Mailing Address:
2223 NW 2 Ave
Gainesville, FL, United States

Please contact us before sending any return. Our mailing address may not be the address designated for product returns.