Returns & Refunds

The KOVA return promise

If a piece doesn't fit, doesn't suit you, or simply isn't what you expected — send it back. You have 30 days from the date of delivery to return any item for a full refund. Returns are 100% free: we cover the return shipping cost with a prepaid label.

How returns work

Step 1 — Let us know. Email orders@kovaeu.com with your order number and which items you'd like to return. No forms, no justifications. A short "I'd like to return X" is enough.

Step 2 — We send a label. Within 24 hours, you'll receive a prepaid return label by email. Print it, stick it on the parcel.

Step 3 — Drop off. Take the parcel to any post office or carrier collection point. No queues, no extra fees.

Step 4 — Get refunded. Once we receive and inspect the return (usually within 2 business days of arrival at our Portuguese warehouse), we issue the refund to your original payment method. Funds appear in 5-10 business days, depending on your bank or card issuer.

What's eligible

To qualify for a refund, items must be:

• Returned within 30 days of delivery
• Unworn and unwashed
• In original condition with all KOVA tags still attached
• In their original packaging where possible

Exchanges

Yes, we do exchanges — for a different size or colour of the same product, free of charge. Just mention "exchange for size M" (or whichever variant you want) when you email us. We'll send the new piece as soon as the original is on its way back.

What's not refundable

For hygiene and safety reasons, the following items cannot be returned:

• Underwear and intimate items
• Items returned worn, washed, damaged or with tags removed
• Final-sale items clearly marked as such on the product page

If you receive a defective or wrongly-shipped item, contact us within 14 days and we'll arrange a free replacement or full refund — no return needed.

Your statutory rights (UK & EU)

Under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive, you have the right to cancel any order within 14 days of delivery without giving a reason. KOVA voluntarily extends this to 30 days for all customers. Nothing in our policy limits or excludes your statutory rights.

Faulty or wrong item?

If you receive a defective product or the wrong item, email orders@kovaeu.com within 14 days of delivery with photos and a brief description. We'll arrange a free replacement or full refund — including original shipping cost — within 48 hours.

Refund times by payment method

• Credit / debit card: 5-10 business days
• PayPal: 1-3 business days
• Apple Pay / Google Pay: 5-10 business days (refunded to underlying card)

If 10 business days have passed since we confirmed your refund and you haven't seen it, please contact us and we'll investigate with our payment processor.