Refund policy

Return & Refund Policy

At Kervona, we want you to be satisfied with your purchase. If you are not completely satisfied, you may be able to return your item in accordance with the terms below and applicable UK consumer law.

1. Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

The item must be unused and in its original condition.
The item should be returned in its original packaging where reasonably possible.
The item must not have been damaged through misuse, improper handling, or normal wear and tear.
Proof of purchase or your order number must be provided.

Certain products may be excluded from return where permitted by law, including personalised items, sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, and other items that cannot legally be returned.

2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Photographs or other evidence of damage or incorrect goods, where applicable

We will assess the issue and, where appropriate, offer a replacement, repair, refund, or other remedy in accordance with your statutory consumer rights.

3. How to Request a Return

To request a return, contact us before sending your item back:

Email: support@Kervona.shop
Phone: +44 800 475 4332
Address: 6 Llanover Road, London, SE18 3SU, United Kingdom

Please include your order number and the reason for the return.

Do not send an item back without first contacting us, as this may delay processing.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will normally be issued to the original payment method.

Refund processing times may vary depending on your payment provider or bank.

Where a refund is required under applicable consumer law, we will process it within the applicable legal timeframe.

5. Return Shipping Costs

If you are returning an item because you have changed your mind, return postage may be your responsibility, unless we have agreed otherwise.

If an item is faulty, damaged, incorrect, or does not conform to the contract, we will handle return costs in accordance with your statutory rights.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.

For eligible online purchases, UK consumers generally have cancellation rights under the Consumer Contracts Regulations 2013. These rights can apply even where an item is not faulty, subject to applicable exceptions.

Your rights relating to faulty or misdescribed goods are also protected by applicable UK consumer legislation.