Refund Policy

Last updated: September 5, 2026

Kervaniq accepts eligible return requests submitted within 30 calendar days after an order is delivered. This 30-day return policy is provided in addition to any mandatory cancellation, refund, warranty, or product-conformity rights available under applicable law.

Please review the following conditions and contact us before sending a product back.

1. Return Eligibility

To qualify under our standard 30-day return policy, a product must generally be:

• Unworn, unused, unwashed, and in the same condition in which it was received;

• Returned with its original tags, accessories, manuals, and packaging where supplied; and

• Accompanied by the order number or other proof of purchase.

Apparel may be tried on solely to confirm fit, provided it remains clean, has not been worn beyond what is reasonably necessary to inspect it, and retains its original tags.

Nothing in these conditions limits a customer’s rights where a product is faulty, damaged, materially misdescribed, incorrect, or otherwise does not conform to the applicable contract.

2. How to Request a Return

Within 30 calendar days after delivery, email support@kervaniq.com and provide:

• Your full name;

• Your order number;

• The product you wish to return;

• The reason for the return; and

• Clear photographs or video where the product is damaged, defective, materially misdescribed, or incorrect.

Photographs or video may help us assess the problem more quickly, but requesting them does not limit any mandatory consumer rights.

After reviewing the request, we will confirm whether the product is eligible and provide the correct return address and mailing instructions.

Returns are accepted by mail only. Do not send a product to our published business address or an address shown on the original parcel unless Kervaniq specifically confirms that address as the correct return destination in writing.

Products sent without the applicable return instructions may experience processing delays. Nothing in this requirement prevents a customer from exercising a mandatory cancellation or return right under applicable law.

After receiving return instructions, please send the product within 14 calendar days and retain the tracking receipt or other proof of postage until the return is completed.

3. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Damaged, Defective, Incorrect, or Misdescribed Products

Kervaniq pays the reasonable approved return shipping cost when we verify that a product:

• Arrived damaged;

• Is defective;

• Is materially different from its description; or

• Is different from the product ordered.

Where a return is required, we will provide a prepaid return label or another written arrangement for the reasonable return cost.

Please do not purchase return postage before receiving instructions unless we authorise it in writing.

Preference-Based Returns

The customer pays the return shipping cost for preference-based returns, including:

• Change of mind;

• Ordering the wrong size or colour;

• Fit concerns; or

• No longer wanting the product.

Customers making a preference-based return should use a trackable postal or courier service and retain proof of postage.

Kervaniq does not reimburse unauthorised postage, premium return services, or additional packaging expenses. Approved returns are not subject to a separate restocking fee.

Where applicable law requires Kervaniq to cover a particular return cost, the applicable legal requirement will take priority.

4. United Kingdom Cancellation Rights

If you are a United Kingdom consumer purchasing eligible goods online, you generally have the legal right to cancel your purchase without giving a reason by notifying Kervaniq within 14 calendar days after the day on which the product is delivered.

After notifying us of the cancellation, you must generally return the eligible product within a further 14 calendar days.

To exercise this right, email support@kervaniq.com and clearly state that you wish to cancel the purchase. Include your name, order number, and the product concerned.

Unless the product is faulty, damaged, incorrect, or materially misdescribed, the customer is responsible for the direct cost of returning a product under the statutory change-of-mind cancellation right, provided this responsibility was disclosed before purchase.

Certain products may be excluded from the statutory cancellation right, including personalised or custom-made goods, perishable goods, and sealed hygiene-sensitive goods after the seal has been removed.

This section summarises certain rights and does not replace or limit the Consumer Contracts Regulations or other applicable consumer legislation.

5. Damaged, Defective, Incorrect, or Missing Products

Please inspect your order promptly after delivery.

If a product is damaged, defective, materially misdescribed, incorrect, or missing, contact us as soon as reasonably possible and include:

• Your order number;

• A description of the problem;

• Photographs or video of the affected product;

• A photograph of the shipping label; and

• Photographs of the packaging where relevant.

After reviewing the available information, we may provide a refund, replacement, repair, or another remedy appropriate to the circumstances and applicable law.

Kervaniq will cover the approved return cost where a return is required because of our error or a verified product defect.

Our voluntary 30-day return period does not limit any longer-term legal rights that may apply to faulty, misdescribed, or non-conforming goods.

6. Non-Returnable Products

The following products cannot normally be returned for a preference-based reason where an applicable legal exception applies:

• Gift cards;

• Personalised, customised, or made-to-order products;

• Perishable products;

• Opened personal-care or hygiene-sensitive products;

• Underwear, swimwear, or similar hygiene-sensitive products after the protective seal or hygiene liner has been removed;

• Hazardous materials, flammable liquids, gases, or products restricted from return shipment; and

• Products that have been worn, washed, altered, damaged, or made incomplete by the customer beyond what is reasonably necessary to inspect them.

A product described as “Final Sale” is non-returnable only to the extent permitted by applicable law and only where this condition was clearly disclosed before purchase.

A “Final Sale” label does not limit rights relating to products that are faulty, damaged, incorrect, materially misdescribed, or otherwise protected by mandatory law.

Discounted and promotional products remain eligible for return unless a lawful exception was clearly disclosed before purchase.

Please contact us before returning any product if you are uncertain whether it is eligible.

7. Exchanges

We cannot guarantee direct exchanges because product availability may change.

For preference-based changes involving size, colour, or product selection, the most reliable method is to return the eligible original product and place a new order.

If Kervaniq sent a damaged, defective, materially misdescribed, or incorrect product, contact us before placing a replacement order so that we can provide an appropriate resolution.

8. Order Changes and Cancellations Before Dispatch

Contact us as soon as possible if you need to change or cancel an order.

We will make reasonable efforts to assist, but cancellation or modification cannot be guaranteed after processing or fulfilment has begun.

If an order has already been dispatched, the customer may need to receive it and follow the applicable return procedure.

If Kervaniq cancels an order before shipment, any captured payment for the cancelled product will be refunded to the original payment method.

This section does not limit any statutory cancellation rights.

9. Return Inspection

We will notify you after the returned product has been received and inspected.

We will assess:

• Whether the correct product was returned;

• Whether it was returned within the applicable period;

• Whether all relevant parts and accessories are included;

• Whether the condition is consistent with the stated reason for return; and

• Whether any reduction in value has resulted from handling beyond what was reasonably necessary to inspect the product.

Inspection does not permit Kervaniq to reject or delay a refund where applicable law requires otherwise.

10. Refunds

If the return is approved or a refund is otherwise required by law, the refund will be issued to the original payment method.

Kervaniq normally processes approved refunds within 10 business days. Where applicable law requires a shorter or different refund deadline, the legally required deadline will apply.

For an eligible United Kingdom statutory cancellation, the refund will generally be issued without undue delay and no later than 14 calendar days after:

• We receive the returned product; or

• The customer provides acceptable evidence that the product has been returned,

whichever occurs first, subject to applicable law.

Banks, card issuers, and payment providers may require additional time to display the credit after Kervaniq has issued it.

If more than 15 business days have passed since we confirmed that a refund was issued, contact support@kervaniq.com with your order number.

11. Refund Amount

An approved refund covers the amount paid for the accepted returned product and applicable product taxes refundable by law.

Because Kervaniq provides free standard outbound shipping, no standard outbound shipping charge will be deducted from an approved refund.

If a customer paid for an optional premium or expedited delivery service, the additional amount paid above the standard delivery cost is generally non-refundable for a preference-based cancellation unless applicable law requires otherwise or the return resulted from our error.

Where permitted by law, a deduction may be made for loss of value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics, and functioning. Any applicable deduction will be explained to the customer.

No cancellation or restocking fee is charged for an eligible statutory cancellation.

12. Refused, Unclaimed, or Undeliverable Parcels

Refusing a parcel or failing to collect it does not automatically complete a cancellation or guarantee a full refund.

Customers should contact us promptly if they wish to cancel an order or if a parcel is being returned by the carrier.

Once the parcel is received and assessed, any refund, reshipment, or recoverable cost will be handled in accordance with this Policy and applicable law.

13. Mandatory Consumer Rights

Nothing in this Return and Refund Policy excludes, restricts, or limits any mandatory rights or remedies available under applicable consumer-protection law.

If the law applicable to a customer provides more favourable cancellation, return, repair, replacement, refund, warranty, or product-conformity rights, those rights continue to apply.

14. Contact Us

For return, exchange, cancellation, or refund enquiries, contact:

Email: support@kervaniq.com
Phone: +44 7839 630649
Business Address: 43 West Street, Chipping Norton, OX7 5EU, United Kingdom
Website: https://kervaniq.com

Please include your order number when contacting us.

Do not send returns to the published business address unless that address is specifically included in your written return instructions.