Contact support before sending a return: support@kervero.com. Include your order reference so we can provide return instructions.
1. Contact support first
Please contact our support team before sending any return. Include your order reference, the product concerned, and a brief description of the issue. Support will confirm eligibility and provide return instructions where appropriate.
Do not ship a return until you have received instructions. Unauthorized returns may be delayed, refused, or returned to sender.
2. Eligibility
Return eligibility depends on product condition, product category, the reason for return, and applicable law. Some products may be restricted from return for hygiene, safety, customization, or regulatory reasons where permitted.
Where a return window applies, support will confirm the timing that applies to your order, alongside any rights available under applicable consumer law.
3. Damaged, defective, incorrect, or missing items
If an item arrives damaged, defective, incorrect, or incomplete, please report the issue promptly and include:
- Your order reference
- A description of the issue
- Photos where helpful and available
We will review the report and provide next steps, which may include replacement, return authorization, refund, or another suitable remedy depending on the circumstances and applicable law.
4. Return process
When a return is approved, support provides return instructions by email. The destination and packing requirements may vary by product and fulfillment partner.
Returned items should generally be unused, in original condition, and include original packaging and accessories unless support instructs otherwise or the return relates to a defect or shipping issue.
5. Refunds
Where a refund is approved, it is processed through the original payment path where appropriate. Timing for the refund to appear depends on the payment provider and your financial institution.
Shipping charges, duties, and return shipping costs may or may not be refundable depending on the reason for return and applicable law.
6. Consumer rights
Nothing in this policy limits mandatory consumer rights under applicable law. If local law provides a stronger remedy, that remedy remains available.
7. Contact
For returns and post-purchase support, email support@kervero.com and include your order reference.