Our commitment
You have 30 days from receipt of your order to request a return. That period is longer than the 14 days provided for by European regulations: it is a goodwill gesture on our part.
Conditions for acceptance
To be accepted, the product must be:
- in its original condition, unused and unwashed;
- accompanied by its packaging and its labels;
- returned within the 30-day period stated above.
A product that has been used, washed, stained, cut or altered cannot be taken back. A product whose value has decreased as a result of handling beyond what is necessary to establish its nature and characteristics may be subject to a partial refund, in proportion to the loss in value observed.
How to proceed
- Write to us at contact@kovralis.com, stating your order number and the reason for the return.
- We reply within 24 to 48 business hours with the return address to use.
- Ship the parcel with a tracking number and send that number to us.
No return may be sent before you have received our written confirmation and the address to use. A parcel sent back without prior agreement cannot be processed.
Return shipping costs
Return shipping costs are the customer's responsibility. This provision is communicated to you before purchase, in accordance with the applicable European regulations (art. L221-23 of the French Consumer Code). We recommend using a tracked service: without proof of postage, a lost parcel cannot be refunded.
Refund
Once the parcel has been received and checked, the refund is issued within 5 business days to the original payment method. Depending on your bank, the funds may take a further 3 to 10 days to appear in your account.
The refund covers the price of the product. Original delivery charges, where they were billed, are refunded up to the standard delivery rate.
Damaged product or a mistake on our side
If your order arrives damaged or incomplete, or if you received an item other than the one you ordered, write to us within 7 days of receipt with photos of the product and the packaging. These cases are handled at our expense, with no return costs for you.
Unclaimed parcel
A parcel returned to sender because it was not claimed, or because of an incorrect address provided when ordering, does not give rise to a refund of the shipping costs. Reshipping can be arranged at your expense.