Returns, Exchanges & Refund Policy

Effective Date: October 27, 2026

Our Commitment to Fair Returns

At Kivaroqi, we aim to provide a clear and practical return process for customers purchasing women's fashion from our online store.

This policy applies to eligible clothing purchased through Kivaroqi, including sweaters, knitwear, cardigans, jackets, outerwear, dresses, skirts, and other women's apparel.

We encourage customers to review the size information, product descriptions, and available measurements before placing an order.

A. Return Eligibility & Timeframe

Customers may request a return for eligible items within 30 calendar days after delivery.

For returns based on personal preference, change of mind, or an unsuitable size or style, clothing should generally meet the following conditions:

• Be unworn and unwashed.

• Remain in its original condition.

• Have no stains, odors, damage, or alterations caused after delivery.

• Include original tags and labels where applicable.

• Include original packaging where reasonably possible.

• Have a valid order number or other proof of purchase.

Customers are encouraged to inspect garments after delivery and contact us promptly if any problems are identified.

These conditions do not limit mandatory legal rights relating to defective, incorrect, or materially misdescribed goods.

B. Return Conditions for Clothing

Sweaters, Cardigans & Knitwear

Eligible knitwear may be returned if it remains unworn, unwashed, and in its original condition, without damage, stretching, or alterations caused after delivery.

Jackets, Coats & Outerwear

Outerwear may qualify for return when it meets the standard return requirements and includes original labels, accessories, or detachable components where applicable.

Dresses, Skirts & Everyday Clothing

Eligible dresses, skirts, tops, and other garments may be returned if they remain in their original condition and satisfy the applicable return requirements.

Matching Sets & Coordinated Outfits

Where an item is sold as a complete clothing set, customers should generally return all included pieces together for a full-item refund.

Special Product Conditions

Certain products may be subject to additional return restrictions where permitted by applicable law.

Any such restrictions must be clearly disclosed before purchase.

These restrictions do not remove customers' statutory rights concerning defective, damaged, incorrect, or materially misdescribed merchandise.

C. How to Request a Return

To request a return, please contact our customer service team at:

Email: service@kivaroqi.com

Please include:

• Your order number.

• The product name.

• The size and color purchased, where applicable.

• The reason for the return.

• Relevant photographs if the product is damaged, defective, or incorrect.

Our support team will review the request and provide return instructions where appropriate.

Please contact us before shipping any products back.

D. Return Address & Shipping Instructions

Our registered business address is not necessarily the designated return warehouse.

Please do not send returned merchandise directly to our registered business address unless our customer service team specifically instructs you to do so.

Once your return request is approved, our team will provide the appropriate return destination and shipping instructions.

Customers should follow the provided instructions to help ensure returned items are properly identified and processed.

E. Return Shipping Costs

Preference-Based Returns

For returns requested because of personal preference, an unsuitable size, a change of mind, or similar reasons, customers are generally responsible for return shipping costs, subject to applicable law.

Damaged, Defective, or Incorrect Merchandise

If an item arrives damaged, defective, incorrect, or materially different from its description, Kivaroqi will provide an appropriate remedy at no additional cost to the customer.

Depending on the circumstances, this may include:

• A replacement item.

• An appropriate refund.

• A prepaid return arrangement.

• Another reasonable solution consistent with applicable consumer protection laws.

Customers will not be required to bear additional costs for a remedy arising from a confirmed seller-related problem.

F. Damaged, Defective & Incorrect Clothing

If your order arrives with a problem, please contact us with your order number and relevant supporting information.

Examples include:

• A garment arriving torn or visibly damaged.

• Defective seams, zippers, buttons, or other components.

• Receiving a different clothing item from the one ordered.

• Receiving an incorrect size or color compared with the order confirmation.

• Missing pieces from an ordered clothing set.

• A product that is materially different from its description.

Photographs may be requested where reasonably necessary to help assess the issue.

We will review the circumstances and offer an appropriate resolution.

G. Refund Approval & Processing

Once an eligible returned item has been received and inspected, or another refund resolution has been approved, our customer service team will communicate the outcome.

Approved refunds are generally issued to the original payment method within 5–10 business days after the applicable return inspection or refund approval.

Additional time may be required for the payment provider or financial institution to reflect the refund.

For returned merchandise, eligibility will be assessed according to the return conditions and applicable consumer protection laws.

Any legally required refund rights remain unaffected.

H. Exchanges & Size-Related Requests

If you receive an incorrect or defective garment, please contact us for assistance.

We may arrange an appropriate exchange or replacement where available.

For preference-based exchanges, including requests for a different size or color, the item must generally satisfy the applicable return eligibility conditions.

Replacement availability depends on current inventory.

If an exchange cannot be arranged, our support team will explain the available return or refund options.

Any applicable shipping charges will be communicated before a preference-based exchange is processed.

I. Order Cancellation

Customers may request an order cancellation before dispatch by contacting:

Email: service@kivaroqi.com

Please include your order number and the reason for your request.

Cancellation requests will be reviewed according to the order's processing and fulfillment status.

Once an order has been dispatched, cancellation may no longer be possible.

In such cases, eligible merchandise may be returned under this Return Policy.

Any refund arising from an accepted cancellation will be processed in accordance with applicable payment and consumer protection requirements.

J. Consumer Rights & Legal Protection

Nothing in this policy excludes, restricts, or limits consumer rights that cannot legally be waived.

Customers may have additional rights under the consumer protection laws applicable to their purchases.

Where mandatory legal requirements provide greater protection than the terms described in this policy, those requirements will apply.

Return Assistance & Business Information

Brand Name: Kivaroqi

Legal Company Name: Hangzhou Duanxi Zhenxuan Culture Media Co., Ltd.

Registered Business Address:

Room 768, 7th Floor, Building 1, No. 368 Xiangwang Street, Wuchang Subdistrict, Yuhang District, Hangzhou, Zhejiang Province, China

Customer Service Email: service@kivaroqi.com

Telephone: +86 137-3229-7118

Kivaroqi is owned and operated by Hangzhou Duanxi Zhenxuan Culture Media Co., Ltd.

For further information, please review our Contact Us, Shipping Policy, FAQ, and Terms of Purchase pages.

Effective Date: October 27, 2026