Return Refund & Cancellation Policy

More than anything, we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at info@kilovra.com and we’ll sort it out!

Also, please be informed that placing an order means that you accept all the terms mentioned below.

Cancellation Or Modification

If you change your mind about your purchase, please send us an email at info@kilovra.com, providing your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only able to be canceled or modified within 2 hours after purchase. After this time, the order is locked for processing and can no longer be canceled.

Please be informed that:

  • We are not guaranteed to deliver your order in a timely manner if your order needs design modification, as it will take much longer to modify your design during the holiday season.
  • Personalized orders are locked for processing right after the order is complete, so it is impossible to make any adjustments. Please double-check all details before completing the order.

Replacement & Refund

Our policy lasts 07 days. If 07 days have gone by since your delivery date, unfortunately, we can’t offer you a refund or exchange.

Due to hygiene reasons and the made-to-order nature of our products, we do not offer full refunds or exchanges unless:

  • The item received is damaged due to factory or carrier issues.
  • The item is incorrect.
  • The item is defective.

Slight variations in color (due to lighting) or up to a 20% difference from advertised images (due to handmade production) are not considered defects.

In other cases, partial refunds (excluding shipping fees) may be offered.

To file a claim, please email us at info@kilovra.com with the following:

  • Your order number.
  • Video/photo of the defective product and the shipping label.
  • For print errors, include photos of the mistake.
  • For sizing issues, include a measuring tape or ruler in the photo.

Our team will review your claim, and if eligible, we will offer a replacement or refund. If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued.

Wrong Address Disclaimer

We are not responsible if your order gets delivered to the wrong address or returned to the sender (as all items would be destroyed right after they come back to the manufacturer's warehouse) for orders shipped to the wrong address due to a customer inputting the incorrect address.

Please note that replacements for these cases will not be free of charge, so please be extremely careful when entering your shipping address.

Late Or Missing Refunds (If Applicable)

Refunds can take 5-10 business days to process, depending on your bank. If you have not received your refund within this timeframe:

  1. Check with your bank or credit card company, as processing times may vary.
  2. If the issue persists, please contact us at info@kilovra.com, and we will assist you.