RETURN AND REFUND POLICY

Thank you for shopping at KIV. We understand that sometimes items may not be quite what you were looking for, or may not fit properly. That’s why we offer a hassle-free return policy. If for any reason the product is damaged or has any sort of problem, you may return it for a replacement within 3 days of the date of delivery. The item must be in its original condition, with all tags attached, and in its original packaging.

VALID REASONS TO RETURN AN ITEM

1. Delivered product is incorrect for example- wrong product/size/color, fake item.
2. Delivered product is defective, damaged.
3. Delivered product does not match the product description or picture shown in the website or app.
4. Delivered product does not fit, For example wrong size.

Conditions for Returns

If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on KIV's assessment. Any items found used will be rejected and returned back to customers.

1. The product must be unused, unworn, unwashed and without any flaws. For fashion products, products may be tried on once to see if the item fits. This will still be considered as unworn.
2. The product must include the original invoice, tags, user manuals, warranty cards, freebies, labels and accessories.
3. The product must be returned in the original and undamaged manufacturer's packaging/box. If the product was delivered in KIV packaging/box, the same packaging/box should be returned. Do not put tape or stickers directly on the manufacturer's packaging / box.
4. Product replacement depends on the stock availability, if the product is out of stock refund will be initiated
5. Exchange is not offered. In case of an unwanted product kindly return the product and place a new order.
6. Any replacement or refund issues will be solved after the product has safely reached us from customers.

If your returned item does not meet the above requirements, we reserve the right to reject any request for a replacement or refund.

NOTE:It is important to indicate the Order Number and Return Tracking Number on your return package to avoid any inconvenience/delay in your return process.

To initiate a return or exchange, please follow these simple steps:

1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on KIV app or website within 3 days of the date of delivery and provide photographs and video as proof.
2. Pack the item securely in the original packaging. Please include all original packaging, tags, and accessories.
3. Once we receive your proof of the damaged item, we will inspect it and process your replacement or refund within 7-10 business days.
4. When returning a product, the customer has to bear the cost of returning the product.

If we detect any unusual amount of returns or unusual return patterns, we will take possible legal action for mismatched returns and deactivate the account and any accounts related to it. Please note that we do not accept returns on discounted sale items or items marked as clearance. At KIV we strive to provide our customers with a seamless and satisfactory shopping experience. In compliance with the laws and regulations of Bangladesh, we have established the following refund policy to protect your rights as a consumer:

1. Eligibility for Refunds:

   Refund eligibility will be notified after thorough inspection and evaluation. Refund time varies from 7-10 business days and might take longer depending on the situation.

   • The product is defective, damaged and currently out of stock.
   • The product has not been used, altered, or tampered with.
   • The product meets all the criteria of our return policy.
   • There will be no refund for product size and fit issues.

   Please note that some products may be non-refundable due to hygiene and safety reasons (e.g., undergarments etc.)

2. Refund Process:
   • To initiate a refund, you must contact our customer support team within 3 days or 72 hours of receiving the product.
   • Provide a clear explanation of the issue, along with supporting evidence such as photographs or videos, if applicable.
   • Our customer support team will review your request and guide you through the refund process.
   • If your refund request is approved, we will initiate the refund within 10 business days using the original payment method. Please note that the refund process may vary depending on your bank or payment provider.
3. Return Shipping:
   • When returning a product, customers will be responsible for the return shipping costs.
   • Customer is responsible for the product till it reaches the seller.
4. Refund Options:

   Depending on the nature of the refund, we offer the following options:

   • The refund amount covers the item price for your returned product. Delivery charge is not included.
5. Refund Timeframe:
   • The processing time of your refund depends on the type of refund and the payment method you used.
   • The refund period / process starts when https://KIV.com.bd has processed your refund according to your refund type.
   • The actual time it takes for the refunded amount to reflect in your account may vary based on your bank or payment provider.

Refund Types

KIV will process your refund according to the following refund types

1. Refund from returns- Refund is processed once your item is returned to the warehouse and QC is completed (successful). To learn how to return an item, read our Return Policy.
2. Refunds from canceled orders- Refund is automatically triggered once cancelation is successfully processed.
3. Refunds from failed deliveries- Refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your shipping address.

Note: Maximum refund timeline excludes weekends and public holidays.

Modes of Refund	Description
Bank Deposit	The bank account details provided must be correct. The account must be active and should hold some balance.
Debit Card or Credit Card	If the refunded amount is not reflected in your card statement after the refund is completed and you have received a notification by KIV, please contact your personal bank.
bKash / Rocket / Nagad Mobile Wallet	Similar to bank deposit, the amount will be refunded to the same mobile account details which you inserted at the time of payment.
Refund Voucher	Vouchers will be sent to the customer registered email ID on KIV and can be redeemed against the same email ID.

Important Note:

1. The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value.
2. In case of any refund, the received cash back amount, if any, will be adjusted with the refund amount.

Contact Information:

- For any returns & refund-related inquiries or assistance, please reach out to our customer support team at info@KIV.com. Please note that this refund policy is subject to change without prior notice. We encourage you to review the policy periodically to stay updated with any modifications. Thank you for your understanding and cooperation. We value your trust in KIV and are committed to providing you with the best possible service.

Sincerely,
KIV Team