📦 Return & Refund Policy
At Kerviuna™, we want you to feel confident when ordering from us.
This Return & Refund Policy explains when an item may be returned, how to request a return, who is responsible for return shipping, how damaged or incorrect items are handled, and when approved refunds are issued.
⏱️ 1. 180-Day Return Window
Eligible Kerviuna™ products may be returned within:
180 calendar days after delivery
To qualify for a standard return, the item must generally be:
- In the same condition in which it was received
- Unused and free from customer-caused damage
- Complete with any included components or accessories
- Returned in its original packaging where reasonably possible
- Accompanied by valid proof of purchase
The 180-day period begins on the date the order is shown as delivered.
📝 2. How to Request a Return
To begin a return request, please contact:
Please include:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Photos or videos where relevant
Our Customer Support team will review your request and provide the appropriate next steps.
If your return is approved, we will provide:
- Return instructions
- The applicable return warehouse address
- Any additional information needed to complete the return
Important
Please do not send a return without first contacting Customer Support.
Items sent to an unauthorized address or returned without the required return instructions may not be processed correctly.
🏢 3. Return Address
Our registered company address is not automatically our return warehouse address.
Please do not send returns directly to:
Hangzhou Xinsheng Culture Media Co., Ltd.
Room 4248, 3rd Floor, Area A
No. 230 Tianmushan West Road
Xianlin Subdistrict, Yuhang District
Hangzhou, Zhejiang, China
unless our Customer Support team specifically instructs you to do so.
Once your return request has been approved, we will provide the appropriate return warehouse address and return instructions.
🛋️ 4. Preference-Based Returns
A preference-based return may include situations such as:
- You changed your mind
- The product no longer suits your intended space
- You ordered the wrong item
- You no longer want the product for personal reasons
For eligible preference-based returns, the customer is responsible for the applicable return shipping cost.
Original shipping charges paid at checkout are generally not refundable unless required by applicable law or unless the return results from an error on our part.
⚠️ 5. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If your product arrives:
- Damaged
- Defective
- Incorrect
- Missing essential components
- Materially different from the product description
please contact us at:
Include your order number and clear photos or videos where relevant.
After reviewing the issue, we will provide an appropriate solution, which may include:
- Replacement
- Refund
- Return arrangement
- Other appropriate resolution
If the problem results from a damaged, defective, incorrect, or materially misdescribed product, the customer will not be required to bear additional return or replacement costs resulting from our error.
🔨 6. Customer-Caused Damage
Our return policy does not cover damage caused after delivery by circumstances such as:
- Misuse
- Improper handling
- Unauthorized modification
- Accidental breakage caused by the customer
- Use inconsistent with product instructions
If you are unsure whether your situation qualifies, contact our Customer Support team before returning the product.
🚫 7. Non-Returnable Items
Certain products or circumstances may not qualify for a standard return.
These may include:
- Gift cards, where offered
- Customized or personalized products, where clearly identified before purchase
- Items that have been materially altered after delivery
- Products damaged through customer misuse
- Items returned without the necessary components where this prevents reasonable resale or inspection
Any product-specific return restriction will be disclosed before purchase or clearly stated in the applicable product information or policy.
This section does not limit rights that customers may have under applicable consumer protection law.
🔄 8. Exchanges
If you would prefer a different eligible product, the most straightforward process is generally to:
- Request a return for the original item
- Complete the approved return process
- Place a new order for the product you prefer
If your original product arrived damaged, defective, or incorrect, please contact us before placing another order so we can review the situation and provide the appropriate resolution.
🇪🇺 9. European Union Cooling-Off Rights
Where applicable under European Union consumer law, customers receiving eligible orders in the European Union may have a statutory right to withdraw from a distance purchase within 14 days without providing a reason.
These statutory rights apply independently of Kerviuna™'s standard 180-day return window.
Where applicable, customers exercising statutory withdrawal rights must return eligible goods in accordance with applicable legal requirements.
Nothing in this policy is intended to limit mandatory consumer rights provided by applicable law.
📦 10. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Preference-Based Return
For eligible returns based on personal preference or change of mind:
The customer is responsible for return shipping costs.
Damaged, Defective, Incorrect or Misdescribed Product
If the product arrives damaged, defective, incorrect, or materially different from its description:
Kerviuna™ will provide an appropriate return, replacement, or refund solution at no additional cost to the customer.
We will not require customers to bear shipping costs resulting from an error for which we are responsible.
🔍 11. Return Inspection
Once an approved return reaches the designated return facility, it will be reviewed.
The inspection may confirm:
- The returned product matches the approved return request
- The product condition is consistent with the stated reason for return
- Included components or accessories are present
- The return complies with the applicable return instructions
After inspection, we will notify you of the refund decision.
💸 12. Refunds
If your refund is approved after the returned item has been received and inspected, the refund will be issued to the original payment method.
Approved refunds are typically initiated within:
5–10 business days after the returned item has been received and inspected
After we initiate the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.
The exact posting time is controlled by your payment provider.
If you have not received an approved refund after a reasonable processing period, please contact:
and include your order number.
💡 13. Refunds for Damaged or Incorrect Orders
In some cases involving a confirmed damaged, defective, or incorrect product, we may determine that a physical return is not necessary.
If so, our Customer Support team will provide specific instructions.
Please do not discard the product or packaging until your request has been reviewed where reasonably possible.
🏷️ 14. Original Shipping Charges
For preference-based returns, standard shipping charges originally paid at checkout are generally not refundable.
If a refund results from:
- An incorrect item sent by us
- A confirmed defective product
- A confirmed damaged product
- Another error attributable to us
we will provide an appropriate solution without transferring the cost of our error to the customer.
⏳ 15. Cancellations Before Shipment
Order cancellations are handled according to our Cancellation Policy and Shipping Policy.
Customers should contact:
within 12 hours of placing the order if they wish to request a cancellation or shipping-address change.
We will make reasonable efforts to accommodate eligible requests received within this period.
Once an order has entered fulfillment, been packed, or shipped, cancellation may no longer be possible.
If cancellation is no longer available, eligible products may still be returned after delivery under this Return & Refund Policy.
💬 16. Need Help With a Return or Refund?
If you have questions about:
- Return eligibility
- A damaged product
- An incorrect order
- Return shipping
- Refund status
- Exchange options
please contact us.
Email: service@kerviuna.com
Phone: +86 13345818122
Business Hours: 9:00 AM – 10:00 PM
Please include your order number whenever your inquiry relates to an existing purchase.
🏢 Company Information
Brand: Kerviuna™
Company Name: Hangzhou Xinsheng Culture Media Co., Ltd.
Unified Social Credit Code: 91330110MAKCQQN89Q
Legal Representative: Hu Leqin
Company Address: Room 4248, 3rd Floor, Area A, No. 230 Tianmushan West Road, Xianlin Subdistrict, Yuhang District, Hangzhou, Zhejiang, China
Company Phone: +86 13345818122
Company Email: service@kerviuna.com
Business Hours: 9:00 AM – 10:00 PM
Kerviuna™ is owned and operated by Hangzhou Xinsheng Culture Media Co., Ltd.
The company address above is our registered business address and should not be used as a return address unless Customer Support specifically instructs you to do so.