Refund policy

Overview

At KIVEMA (operated by Kivema LLC), your satisfaction is our priority. This policy explains how returns and refunds work for orders placed on kivemacare.com. If anything is unclear, contact us before you buy.

Return window

You have 30 days from the day you receive your order to request a return.

Eligibility

Items must be unused and unopened, in their original packaging, and accompanied by your order number as proof of purchase.
Oleastro olive oil: unopened bottles in their original packaging are eligible for return within 30 days of receipt. This also applies to bottles bought as part of a promotional or multi-bottle Oleastro pack (for example the 3-, 4- or 6-bottle packs).
Opened bottles and opened skincare or eyelid-care products cannot be returned for change of mind, for hygiene and food-safety reasons.
Gift cards and custom or personalised items cannot be returned.

How to start a return

Within 30 days of receipt, email office@kivemaltd.com or use our contact page. Include your order number, the items you want to return and the reason.
We will review your request and reply with our approval and return instructions, including the return address.
Please do not send anything back before you receive these instructions. Items returned without prior approval cannot be accepted.
Pack the items securely in their original packaging and send them with a tracked service, keeping your proof of postage.

Return shipping costs

For change-of-mind returns, the cost of return postage is paid by the customer. We do not provide prepaid return labels.

Damaged, defective or incorrect items

Please inspect your order on arrival. If an item arrives damaged or defective, or you receive the wrong item, contact us right away at office@kivemaltd.com with your order number and photos. We will resolve it with a replacement or a refund at no extra cost to you.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund has been approved. Approved refunds are issued to the original payment method. Your bank or card issuer may need additional time to post the refund to your account.

Exchanges

The fastest way to exchange an item is to return it as described above and place a new order once your return has been approved.

Questions

Email office@kivemaltd.com, call Support on +1 (361) 529-7024 or Office on +1 (302) 298-0069, or use our contact page.

SMS

We value your privacy and the information you consent to share in relation to our SMS marketing service. We use this information to send you text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us. Our website uses cookies to keep track of items you put into your shopping cart, including when you have abandoned your checkout. This information is used to determine when to send cart reminder messages via SMS.