Refund policy

If you have any questions or concerns with your order, we're here to help! Get in touch with us by sending a message to help@kavee.com

Return Policy

We accept returns within 30 days of receipt of the order. To be eligible for a refund, the merchandise must be unused (for hygiene reasons), in the same conditions and the packaging as when delivered.

You can return for a refund onto the original payment method or store credit. To request a free return label, please contact us at help@kavee.com. Please note that we do not provide return labels for Canada and returns must be shipped by the customers.

Refunds are processed once your item has been received and inspected by the warehouse.

Delivery Refusal or Non-Collection

In the event of a delivery refusal, the return costs will be borne by the buyer. A restocking and processing fee of additional $40 will be deducted from the refund.

Lost or Delayed Parcels

Please note that we are not responsible for the return, delay or for the loss or damage to the package that may occur following refusal of delivery. However, we will do what is necessary to help you and open a complaint file with the carrier.

In the event of a claim for a delivery problem caused by the carrier, we will take care of the problem at no additional charge.

If the tracking information indicates that your parcel was delivered but you have not received it, you must submit a claim within 10 days of the stated delivery date. After this period, the carrier will no longer accept any claim, and no compensation can be requested.

Note: Our packages are delivered by Fedex with a tracking number that allows delivery to be managed, either by changing the expected delivery date, or by asking to keep the package in a collection point for a period that you can set with Fedex, either by giving instructions to leave the package in a specific location or with a neighbor.

Damaged Parcels and Missing Items

We accept claims for damaged parcels or missing items within 7 days of receiving your order. Claims must include:

Photos of the damaged items, the packaging (inside and outside) and shipping label.
A photo of the shipping label showing the tracking number.

In the case of missing items, please provide photos of the items you received, along with images of the packaging (inside and outside) and shipping label.

Defective Products

In the event of a complaint for a defective product, it must be accompanied by photos of the faulty items.

Please note: Refunds for defective products are only possible if the goods are returned for inspection. If the product is found to be defective, return shipping costs will be covered.

A Note on Dimension

In the event of a claim for a dimension problem, it is the buyer's responsibility to ensure that the size of the product is suitable for their needs. Our customer service team is available to buyers to answer any questions, as well as a variety of blog posts, videos, and a help centre.