KYVU Returns, Refunds & Cancellations

At KYVU, the aim is simple: you should feel good about your comb. If something isn't right, the team is here to help.

This policy explains how to return, refund or cancel an order. It sits alongside — and does not replace — your legal rights as a consumer in the UK and EU.

Your right to cancel (14-day cooling-off period)

If you're a consumer in the UK or EU, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. This is your statutory right of withdrawal, and it applies whether or not the item was on sale.

To request a return or cancellation, click here. (Direct link: https://shopify.com/94569922825/account)

You can use this link without a password — just enter your order details. If you'd rather, you can also email us at support@kyvu.uk.

Once you've told us you're cancelling, please send the item back within 14 days. We'll refund you within 14 days of receiving the returned item, or of receiving proof that you've sent it back.

30-day change-of-mind returns

On top of your statutory rights, we give you a full 30 days from delivery to change your mind on most items — just start your request using the link above.

Condition of items

Please return items unused and in their original packaging where possible. For hygiene reasons, we ask that combs are returned in a resaleable condition.

You're welcome to inspect an item as you would in a shop. If an item comes back showing more handling or wear than that, we may reduce your refund to reflect the loss in value — but this won't stop you exercising your right to cancel. Until items reach us they remain your responsibility, so please pack them with care.

Faulty, damaged or incorrect items

Please check your order on arrival and contact us straight away at support@kyvu.uk if anything is defective, damaged, or not what you ordered. We'll put it right and cover reasonable return costs — this is in addition to your statutory rights.

Items we can't accept

A small number of items fall outside the cancellation right: personalised or custom-made products, and any cosmetic or hygiene product that was sealed on delivery and has since been unsealed. Gift cards are non-returnable. Everything else — including sale items — can be returned or cancelled under the terms above.

Return costs

If you're returning or cancelling because you've changed your mind, you'll need to cover the return postage. If we've made a mistake or the item is faulty, KYVU will put it right and cover reasonable return costs.

Returns should be sent to: KYVU Ltd, 92 Burlington Road, KT3 4NT, United Kingdom.

Refunds

Once we've received and checked your return, we'll let you know whether your refund is approved and process it to your original payment method within 14 days. If you cancel a full order, we'll also refund the standard delivery charge (any extra paid for express delivery isn't refunded). Please remember your bank or card provider may take a little longer to post the refund. If 14 days have passed since approval and you still haven't seen it, email us at support@kyvu.uk.

Exchanges

The quickest way to get exactly what you want is to return the item you have and, once the return is accepted, place a new order.

Your rights

This policy sits alongside, and does not replace, your legal rights as a consumer in the UK and EU, including the 14-day right to cancel online orders and your rights in respect of faulty or mis-described goods.

To request a return or cancellation, click here.