Refund policy
KIVOZA REFUNDS, RETURNS AND CANCELLATION POLICY
Effective date: 31 July 2026
This policy applies to products purchased directly from the KIVOZA online store.
CONTACT KIVOZA BEFORE RETURNING ANY ITEM
Start every cancellation, return or warranty request through our Contact page:
https://kivoza.myshopify.com/pages/contact
Include the customer name, order number, reason for the request and clear photos or video where the item is damaged or defective. We will provide the authorised return address and packing instructions. Do not send a product to an unconfirmed address.
1. CANCELLING BEFORE DISPATCH
An order may be cancelled for a full refund before it has been dispatched. Contact us as soon as possible.
If the parcel has already been dispatched, the order can no longer be stopped and must follow the applicable return process below.
2. CHANGE-OF-MIND RETURNS
A customer may notify KIVOZA of a change-of-mind return within seven calendar days after receiving the product.
The product must be handled with reasonable care and returned unused, undamaged and with the complete kit, accessories, carry bag, instructions and original packaging. Opening the package only to reasonably inspect the product does not automatically disqualify a return.
For a qualifying change-of-mind return:
- The customer pays only the direct cost of the authorised return courier.
- No cancellation or handling penalty is charged.
- The product must be packed securely and sent according to KIVOZA’s instructions.
- The qualifying amount due will be refunded to the original payment method.
- KIVOZA aims to initiate the refund promptly after receiving and checking the return, and no later than 30 days after a valid cancellation request.
A return may be declined or a reasonable deduction may apply if the product has been used beyond a reasonable inspection, damaged after delivery, altered, returned incomplete or sent without reasonable care. This does not apply where the return results from a qualifying defect, an incorrect item or damage present on delivery.
3. INCORRECT OR DAMAGED DELIVERY
If the parcel arrives with the wrong item, missing parts or visible transit damage, contact KIVOZA as soon as possible—ideally within 48 hours—and keep the product, accessories and packaging together.
Once confirmed, KIVOZA will arrange or authorise the return at KIVOZA’s cost and provide the appropriate replacement or refund. Do not discard damaged packaging before the courier claim has been assessed.
4. DEFECTIVE PRODUCTS DURING THE FIRST SIX MONTHS
If a product has a qualifying fault, is unsafe or does not perform as reasonably expected during the first six months after delivery, contact KIVOZA for assessment.
For a confirmed qualifying defect:
- KIVOZA covers the authorised return at its risk and expense.
- The customer may select an available repair, replacement or refund.
- Any refund is made to the original payment method.
This section does not cover a fault caused by misuse, impact or water damage, improper storage, unauthorised modification or repair, incorrect connection, normal wear or use outside the supplied instructions and operating limits.
5. TWO-YEAR LIMITED SUPPLIER WARRANTY
The Jump X1 Pro includes a 24-month limited supplier warranty against confirmed defects in materials and workmanship from the original purchase date.
For supplier-warranty claims from month 7 to month 24:
- Valid KIVOZA proof of purchase is required.
- The product label and identifying information must remain intact.
- The customer pays the authorised inbound return courier.
- The product is assessed for an approved repair or replacement.
- KIVOZA pays to send the approved repaired or replacement unit back to the customer.
- The original warranty period is not restarted by a repair or replacement.
The supplier warranty does not cover normal wear, accidental or impact damage, water damage, abuse, improper storage, incorrect use, unauthorised modification or repair, removed identifying information or damage during an unauthorised return shipment.
6. REFUND METHOD AND TIMING
Approved refunds are sent to the original payment method. After KIVOZA initiates a refund, the customer’s bank or payment provider may take additional time to reflect it.
KIVOZA will confirm by email when a refund has been initiated. Delivery or return costs are refunded where required for the type of approved claim.
7. ORDERS KIVOZA CANNOT FULFIL
If stock becomes unavailable, an order cannot be delivered or KIVOZA cancels a paid order before dispatch, the customer will be notified and the amount due will be refunded to the original payment method.
8. RETURN PACKING AND TRANSIT
Use suitable protective packaging and include every item requested in the return instructions. The customer is responsible for loss or damage during a customer-arranged change-of-mind return until the parcel reaches KIVOZA. KIVOZA is responsible for a return courier arranged by KIVOZA for a confirmed incorrect, damaged or qualifying defective item.
9. CONTACT
Start a request or ask a policy question here:
https://kivoza.myshopify.com/pages/contact