Refund policy

At KOVA, we want you to be completely satisfied with your purchase. If you receive a damaged, defective, incorrect, or significantly different product, we are here to help.

1. Returns

You may request a return within 7 days of receiving your order, provided that:

  • The product is unused and in its original condition.

  • The product is returned with its original packaging, accessories, and tags, where applicable.

  • The product has not been damaged, modified, or misused by the customer.

  • The product is not a non-returnable item mentioned below.

We reserve the right to refuse a return if the product does not meet these conditions.

2. Damaged or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery.

Please provide:

  • Your order number

  • Clear photos/videos of the product

  • Photos of the packaging

  • A brief description of the issue

After reviewing your request, KOVA may offer a replacement, exchange, or refund, depending on the situation.

3. Change of Mind

Returns due to change of mind may be accepted within 7 days of delivery, provided the product is unused, unopened, and in its original condition.

Return shipping costs for change-of-mind returns may be the customer's responsibility.

4. Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, customization, or other applicable restrictions.

Products that have been:

  • Used or damaged by the customer

  • Opened where hygiene restrictions apply

  • Modified or altered

  • Returned without original packaging

  • Purchased as a final-sale/non-returnable item

may not be eligible for a refund or exchange.

5. Refunds

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

If approved, the refund will be processed using the applicable payment method or another suitable refund method.

For Cash on Delivery (COD) orders, KOVA may request valid bank/payment details to process an approved refund.

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

6. Return Shipping

If the return is due to a wrong, damaged, or defective product, KOVA may cover the applicable return shipping cost.

If the return is due to change of mind or customer preference, the customer may be responsible for the return shipping cost.

7. Exchanges

If you receive a defective or incorrect item, we may provide a replacement subject to product availability.

If the requested replacement is unavailable, KOVA may offer an alternative solution or refund.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Once an order has been processed or shipped, cancellation may no longer be possible and the return procedure may apply.

9. How to Request a Return or Refund

To request a return or refund, please contact KOVA with:

Order Number: Your order number
Reason: Reason for return/refund
Photos/Videos: Supporting evidence where applicable

Our customer support team will review your request and provide the next steps.

10. Important Notice

KOVA reserves the right to assess each return and refund request individually and to refuse requests that do not meet the conditions of this policy.

This policy is intended to operate in accordance with applicable laws and consumer protection requirements in the United Arab Emirates (UAE).

For any questions regarding returns or refunds, please contact our customer support team.