Our Commitment to You

At Kivoq, customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations. Our return and refund policy is designed to make the return process as simple and hassle-free as possible while ensuring fairness for all parties involved.

Return Eligibility

You may return most new, unopened items within 7 days of delivery for a full refund. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In the original packaging with all accessories, manuals, and warranty cards
• Accompanied by the original invoice or proof of purchase
• Free from any physical damage or signs of use

Non-Returnable Items

Certain products cannot be returned for hygiene, safety, or technical reasons:

• Earphones, earbuds, and in-ear audio devices (opened)
• Software products with broken seals or activation codes
• Downloadable digital products
• Items marked as "non-returnable" on the product page
• Products damaged due to misuse or neglect
• Products with tampered or missing serial numbers

Return Process

Step 1 - Initiate Return: Log into your Kivoq account and go to "My Orders". Select the item you wish to return and click "Return Item". Alternatively, contact our customer support at support@kivoq.com or call +91 9876543210.

Step 2 - Return Authorization: Once your return request is approved, you'll receive a Return Authorization Number (RAN) and return shipping instructions via email.

Step 3 - Pack the Item: Carefully pack the product in its original packaging with all accessories and documents. Include a copy of the invoice and the RAN.

Step 4 - Ship the Item: Send the package using the provided return label or courier details. We recommend using a trackable shipping method.

Refund Policy

Once we receive and inspect your returned item, we will send you an email notification of approval or rejection of your refund.

If approved, your refund will be processed within 5-7 business days to your original payment method. Please note that depending on your bank or payment provider, it may take an additional 2-5 business days for the refund to reflect in your account.

Refund Amount: You will receive a full refund of the product price. Shipping charges are non-refundable unless the return is due to our error or a defective product.

Exchanges

If you received a defective or damaged product, or if you received the wrong item, we will exchange it at no additional cost. Please contact our customer support within 48 hours of receiving the product to initiate an exchange. We'll arrange for pickup of the incorrect/defective item and send you the correct product immediately.

Return Shipping Costs

Customer's Responsibility: If you are returning an item due to change of mind, you are responsible for return shipping costs.

Our Responsibility: If the return is due to our error (wrong item shipped, defective product, damaged during shipping), we will provide a prepaid return label and cover all return shipping costs.

Damaged or Defective Products

If you receive a damaged or defective product, please notify us within 48 hours of delivery by:

• Taking clear photographs of the damage/defect
• Emailing the photos to support@kivoq.com along with your order number
• Keeping all original packaging and accessories

We will arrange for a free replacement or full refund, including original shipping charges.

Warranty Claims

For products covered under manufacturer warranty, warranty claims should be processed according to the manufacturer's warranty terms. Kivoq will assist you in facilitating warranty claims with manufacturers. Please refer to the warranty card included with your product or visit our Warranty Information page for details.

Late or Missing Refunds

If you haven't received your refund within the specified timeframe:

• First, check your bank account or credit card statement again
• Contact your bank or credit card company - processing times may vary
• If you've done all of this and still haven't received your refund, please contact us at support@kivoq.com

Cancellation Policy

You can cancel your order before it is shipped at no charge. Once an order has been shipped, our return policy applies. To cancel an order, please contact us immediately at support@kivoq.com or call +91 9876543210 with your order number.

Contact Us for Returns

For any questions or concerns about returns and refunds, please reach out to our customer support team:

Customer Support:
Email: support@kivoq.com
Phone: +91 9876543210
Hours: Monday to Saturday, 10:00 AM - 7:00 PM IST

Return Address:
Kivoq Electronics
Returns Department
Tech Park, Electronics Hub
Kochi, Kerala, India

Last Updated: October 2025