If you are a consumer located in the European Union, you have the right to withdraw from your online purchase within 14 days without providing a reason. The withdrawal period expires 14 days after the date on which you receive your order. If an order is delivered in multiple shipments, the withdrawal period begins when the final item or shipment is received. 

How to exercise your right of withdrawal

To exercise your right of withdrawal, you must clearly notify KIVARI of your decision before the 14-day withdrawal period expires.

You can do this by:

• Cancelling the relevant order through your customer account, provided it has not yet been fulfilled
• Submitting a return through our returns portal
• Contacting our Customer Care team with your name, order number and a clear statement confirming that you wish to withdraw from your purchase

You do not need to provide a reason for withdrawing. Your request will be considered within the withdrawal period provided your notification is sent before the 14-day deadline. 

Returning your order

Once you have notified us of your decision to withdraw, you must return the goods within 14 days.

Return postage and any associated return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as KIVARI is not responsible for returned parcels that are lost or damaged in transit. 

Refunds

If you validly exercise your right of withdrawal, we will refund:

• The purchase price of the returned goods
• The original standard delivery cost, where the entire order is returned

Any additional delivery costs resulting from your choice of a delivery method more expensive than our least expensive standard delivery option will not be refunded. Orders shipped to the EU are dispatched from Australia and are subject to import duties, customs fees, and VAT charged at checkout before order completion. These charges are the responsibility of the customer and will not be refunded.

Refunds will be issued to the original payment method without delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first. 

Where only part of an order is returned, the original delivery cost will not be refunded unless required by applicable law.

This statutory right is separate from your rights where an item is faulty, damaged or not as described.