Refund policy
At Kinuvel, we want you to be satisfied with your purchase. This Refund Policy explains your rights and the conditions that apply to returns, withdrawals, refunds and products that are defective, damaged or do not correspond to your order.
1. Right of withdrawal
If you are a consumer and purchase products through kinuvel.com, you generally have the right to withdraw from your purchase without giving a reason within 14 calendar days, subject to the exceptions provided by applicable law.
The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the product.
If multiple products from the same order are delivered separately, the withdrawal period begins when the last product is received.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.
You can do this by contacting us at: info@kinuvel.com
You may also exercise your right of withdrawal using the electronic withdrawal function available on kinuvel.com.
If you submit your withdrawal through the electronic withdrawal function, we will confirm receipt of your withdrawal on a durable medium, such as by email, without undue delay.
Please include your order number and sufficient information to identify the product or products concerned.
You may use the model withdrawal form provided at the end of this Policy, but use of the form is not mandatory. Any clear statement informing us of your decision to withdraw from the contract is sufficient.
After notifying us of your withdrawal, you must send the product back without undue delay and no later than 14 calendar days from the date on which you informed us of your decision to withdraw.
The statutory right of withdrawal applies to consumers and does not apply to purchases made by legal entities or by natural persons acting primarily for purposes related to their trade, business, craft or profession.
2. Condition of returned products
Where the right of withdrawal applies, you may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to what would reasonably be possible in a physical store.
You may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary for that purpose.
Where reasonably possible, returned products should be sent back with their original packaging, accessories and other items supplied with the product.
The absence of or damage to ordinary outer packaging does not automatically remove your statutory right of withdrawal. However, you may be responsible for a reduction in value where your handling has caused such reduction.
3. Cosmetics and hygiene-related exceptions
The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been removed or broken after delivery.
This exception may apply to cosmetic products where a hygienic seal, protective film, safety seal or other protective closure intended to preserve the hygiene and safety of the product has been opened or broken after delivery and the product is no longer suitable for return for health protection or hygiene reasons.
A cosmetic product that falls within this exception cannot be returned simply because you have changed your mind.
This exception does not affect your statutory rights where a product is defective, damaged during delivery or does not correspond to your order.
Other statutory exceptions to the right of withdrawal may apply where relevant under applicable law.
4. Refunds following withdrawal
If you validly withdraw from the purchase, we will reimburse the payments received from you in respect of the products covered by the withdrawal.
Where required by applicable law, and in particular where you withdraw from the entire order, we will also reimburse the original delivery costs up to the amount of the least expensive standard delivery method offered by us.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, we are not required to reimburse the additional cost resulting from that choice.
We will make the refund without undue delay and no later than 14 calendar days from the day on which we are informed of your decision to withdraw.
We may withhold the refund until:
we have received the returned product; or
you provide evidence that the product has been sent back,
whichever occurs first, unless we have offered to collect the product ourselves.
Refunds will be made using the same payment method used for the original transaction unless you expressly agree to another method. You will not be charged an additional fee for the refund.
5. Return shipping costs
When you withdraw from the purchase of a product that is not defective and the withdrawal is based on a change of mind, you are responsible for the direct cost of returning the product, unless we have expressly agreed otherwise.
If a product is defective, was damaged during delivery, does not correspond to your order or must be returned because of an error for which we are responsible, we will cover reasonable return costs where required by applicable consumer protection law.
We recommend using a trackable delivery service and packaging the returned product appropriately to protect it during transport.
6. Uncollected parcels
Failure to collect a parcel from a parcel locker, collection point, post office or courier does not by itself constitute a valid exercise of the right of withdrawal.
If a parcel is returned to us because it was not collected or could not be delivered due to circumstances attributable to the customer, we may, where permitted by applicable law, charge or deduct the actual and reasonable additional costs incurred for the return of the parcel or for repeated delivery.
If you wish to withdraw from the purchase, you should clearly notify us in accordance with Section 1 of this Policy.
7. Defective, damaged or incorrect products
If you receive a product that is defective, damaged during delivery or does not correspond to your order, please contact us as soon as reasonably possible at: info@kinuvel.com
Please include your order number, a description of the issue and, where possible, photographs showing the problem.
Photographs may help us assess and resolve the issue more quickly, but providing photographs does not by itself limit any statutory rights you may have in relation to a non-conforming product.
Where a product does not conform to the contract, you are entitled to the remedies available under applicable consumer protection law. Depending on the circumstances, these may include bringing the product into conformity, replacement, an appropriate price reduction or termination of the contract and a refund.
Consumers in the European Union benefit from the statutory legal guarantee and other mandatory rights provided under applicable consumer protection law. Nothing in this Policy limits those rights.
We are not responsible for defects that arise after delivery solely as a result of improper use, improper storage, failure to follow applicable product instructions or other circumstances for which we are not legally responsible.
8. Exchanges
We may, at our discretion and subject to product availability, offer an exchange for an unopened and unused product.
To request an exchange, contact us at: info@kinuvel.com
Any voluntary exchange option offered by Kinuvel is additional to, and does not limit, your statutory consumer rights.
Cosmetic products that fall within the health protection or hygiene exception described in Section 3 cannot be exchanged solely because you have changed your mind after the relevant hygienic seal or protective closure has been opened or broken.
9. Model withdrawal form
You may use the following form if you wish to withdraw from a distance purchase. Use of this form is optional.
To: SIA “Kinuvel”, Kapteiņu iela 23 – 3, Ventspils, LV-3601, Latvia, email: info@kinuvel.com.
I hereby give notice that I withdraw from my contract of sale for the following product(s):
Product(s): ______________________________________
Order number: ___________________________________
Order date: ______________________________________
Date received: ___________________________________
Consumer name: _________________________________
Consumer address: ________________________________
Date: ___________________________________________
Signature: _______________________________________
Only required if this form is submitted on paper.
10. Contact us
If you have questions about returns, withdrawals, refunds or defective products, please contact us at: info@kinuvel.com