Refund policy
Refund policy
1. 90-day money-back guarantee
We want you to be happy with your KOEVER purchase. Your first qualifying order placed directly with KOEVER is covered by our 90-day money-back guarantee.
You may request a return or exchange within 90 days of your order's recorded delivery date if you are not satisfied with the product.
The guarantee:
- Applies once per customer, to the customer's first completed KOEVER order;
- Covers qualifying products included in that first order, including products that have been reasonably tried;
- Does not apply separately to later orders; and
- Is subject to the eligibility requirements below.
This does not affect your statutory rights.
2. Return eligibility
To qualify for the 90-day money-back guarantee:
- You must contact KOEVER within 90 days of the recorded delivery date;
- The purchase must be your first qualifying order placed directly with KOEVER;
- You must provide a valid order number or other proof of purchase; and
- The product must be new, unopened or reasonably used for the purpose of trying it.
'Reasonably used' means that only the amount reasonably needed to try the product has been used. Products that are empty, used well beyond a reasonable trial, altered, deliberately damaged or returned in abuse of this policy may not be eligible.
If KOEVER provides a prepaid returns label, the return must be handed to the named courier within14 days of the label being issued, unless KOEVER agrees to an extension.
A return will not be refused solely because a product has been opened or reasonably tried.
3. Free returns
KOEVER pays return postage for eligible returns under this policy. We do not charge restocking fees.
This includes eligible returns involving:
- A change of mind or dissatisfaction with the product;
- A damaged or faulty product;
- An incorrect product; or
- An approved exchange.
KOEVER will provide a prepaid returns label wherever one is available for your location. If we cannot provide a prepaid label, please contact us before sending your return. We will send you return instructions and arrange payment or reimbursement of reasonable return postage costs.
Please do not send a return using your own delivery method without contacting us first, as unauthorised postage costs may not be reimbursed.
4. How to request a return or exchange
To request a return or exchange:
- Email hello@koeverskin.com within the return period.
- Include your order number, the product you wish to return, and whether you would like a refund or an exchange.
- We will email you return instructions and, where available, a prepaid returns label.
- Pack the product securely, attach the label provided and hand the parcel to the courier named in the instructions.
Giving a reason for your return helps us improve our products, but it is not required for an otherwise eligible first-order return.
Returns sent without authorisation may be delayed, as we may be unable to identify the order or customer.
5. Refunds
Once an eligible return reaches our returns facility, KOEVER will inspect and process it within five working days.
We will email you when your return has been processed, or if we reasonably need more
information.
For an eligible return under the 90-day money-back guarantee, your refund will include:
- The purchase price of the returned product;
- Any VAT paid on the returned product; and
- Original delivery charges, if any.
Approved refunds will be made to your original payment method. If that payment method is no longer available, please contact us so that we can arrange a suitable alternative.
Banks and payment providers may take additional time to process a refund. Once KOEVER has issued your refund, please allow around five working days for it to appear, although timings vary by provider.
A refund may be refused only when the return falls outside this policy – for example, when it is requested after the return period, cannot be linked to a valid purchase, involves excessive use or deliberate damage, or constitutes abuse of the guarantee. We will always explain the reason for any refusal.
6. Exchanges
Eligible products from your first qualifying order may be exchanged for a replacement, subject to availability.
To request an exchange:
- Email hello@koeverskin.com;
- Return the original product using the prepaid returns label; and
- Follow the exchange instructions we send you.
Once your return parcel has been accepted and scanned by the courier, KOEVER may dispatch your replacement at no extra delivery cost.
If you choose a different pack at a higher price, you will be asked to approve and pay the difference before dispatch. If it is lower, we will refund the difference to your original
payment method.
If a replacement is unavailable, you may choose a refund instead for an otherwise eligible return.
7. Damaged, faulty, incorrect, lost or undelivered orders
If your order arrives damaged, faulty or incorrect – or does not arrive at all – please contact hello@koeverskin.com as soon as possible and include your order number.
We may ask for photos or other information where reasonably necessary to confirm the problem. This does not affect your statutory rights.
KOEVER will provide an appropriate replacement, refund or other remedy, without charging for returns, replacements or delivery.
Please do not throw away a damaged or incorrect product until we confirm whether it needs to be returned.
8. Policy abuse and your legal rights
KOEVER may reject fraudulent claims or documented abuse of this policy, including repeated attempts to use the first-order guarantee through multiple identities or accounts. Any decision will be based on reasonably available evidence.
This policy is in addition to your statutory rights and does not affect them.
9. Contact information
Email: hello@koeverskin.com
Phone: +1 307 500 3729
Address: KOEVER1309 Coffeen Avenue, Suite 1200, Sheridan, WY 82801, United States