Refund policy
Refund Policy
At KOVA PM, we want you to be completely satisfied with your purchase. If there's an issue with your order, we're here to help.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of receiving your order.
To help us resolve your claim as quickly as possible, please include:
- Your order number
- A brief description of the issue
- Clear photographs showing the problem
If your claim is approved, we will offer either a replacement product or a full refund at no additional cost.
Lost Packages
If your order is lost in transit, please contact us within 30 days of the estimated delivery date. Once the shipment has been investigated and confirmed as lost, we will arrange a replacement or issue a refund where appropriate.
Returns
Due to the nature of our products, we cannot accept returns of opened or used supplements for hygiene and safety reasons.
If you wish to return an unopened product, please contact us before sending anything back. Return requests are reviewed on a case-by-case basis, and any return must be authorised in advance. Items returned without prior approval may not be accepted.
Unless the return is due to our error (such as receiving a damaged, defective, or incorrect item), customers are responsible for the cost of return shipping.
Non-Refundable Items
We are unable to offer refunds or replacements in the following situations:
- You change your mind after placing your order.
- The shipping address provided at checkout was incorrect or incomplete.
- The package was not collected or delivery was refused.
- Customs charges or import duties were not paid where applicable.
- The product has been opened, used, or is not in its original condition (unless it arrived damaged or defective).
- Sale or clearance items, unless they are faulty.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without giving a reason.
To qualify, products must be unopened, unused, sealed, and returned in their original packaging with proof of purchase.
Please note that, for health protection and hygiene reasons, we cannot accept returns of supplements once the safety seal has been broken.
Refunds
Once your return or claim has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.
If more than 15 business days have passed since your refund was approved, please contact us.
Contact Us
If you have any questions regarding refunds or returns, please contact us at: