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Returns and exchanges

KROIVA allows return requests within 30 days of delivery. For voluntary returns after day 14, the item must be unused, with its tags and in its original packaging. Keep your proof of purchase.

Email rrusev548@gmail.com with your order number and the items you wish to return. You will receive instructions and the exact return address. Do not send a parcel cash on delivery without prior agreement.

Right of withdrawal

For online purchases, consumers have a statutory right to withdraw within 14 days of receiving the goods, without giving a reason. An unambiguous notice by email is sufficient. Return the goods within 14 days of giving notice. This right also applies to discounted items.

Exceptions may apply to personalised goods and sealed goods that cannot be returned for hygiene reasons once unsealed. Underwear is not automatically excluded from returns. Keep hygiene seals intact and try items on carefully.

Refunds

For statutory withdrawals, we refund the amounts due, including the original standard delivery cost, within 14 days of receiving notice. We may wait until we receive the goods or proof that they have been sent back. Any extra charge for a more expensive delivery option is not refunded. The customer pays the direct return shipping costs.

For cash on delivery orders, we agree a refund method with the customer, such as a bank transfer, without an additional refund fee. Refunds are not automatically sent to a bank card.

Product issues

If an item is faulty, damaged or incorrect, contact us with your order number and a description of the problem. These rules do not limit your statutory rights when goods do not conform to the contract.