RETURN, EXCHANGE & REFUND POLICY

KAVIA | Fashion, Clothing & Accessories

Last Updated: 1 November 2026

1. OUR COMMITMENT

At KAVIA, we want every purchase to bring confidence, comfort and satisfaction.

We understand that purchasing fashion online requires trust, particularly when choosing clothing sizes, fabrics, intimate apparel and accessories.

Our Return, Exchange & Refund Policy is designed to provide clear, fair and transparent procedures while maintaining appropriate hygiene and product-quality standards.

This policy applies to purchases made through www.shopkavia.com.

KAVIA is owned and operated by KRUTWA TRADING FZ-LLC, a company registered in the United Arab Emirates.

Customer Support: support@shopkavia.com

2. STANDARD RETURN WINDOW

For eligible products, customers may request a voluntary return within 30 calendar days of receiving their order.

To qualify for a standard change-of-mind return, the product must meet the eligibility conditions described below.

Return requests must be submitted within the applicable return period.

Once a return is authorized, customers should dispatch the item within 7 calendar days of receiving the return instructions, unless a different period is agreed.

This voluntary return window does not limit any longer or additional rights available under applicable consumer protection legislation.

3. GENERAL RETURN ELIGIBILITY

For a standard change-of-mind return, items must generally be:

• Unworn and unused, except for reasonable inspection or fitting.

• Unwashed and unaltered.

• Free from stains, odors and damage caused after delivery.

• Returned with original tags and labels attached.

• Returned with all included accessories and components.

• Returned with protective packaging where reasonably necessary.

• Accompanied by proof of purchase.

Customers may reasonably inspect or try on eligible clothing to assess fit and suitability, provided this does not cause damage, contamination or signs of use beyond normal fitting.

Products returned in a condition that does not meet the applicable voluntary return requirements may be declined after assessment.

These conditions do not restrict remedies available for defective, damaged, incorrectly described or otherwise nonconforming products under applicable law.

4. WOMEN'S CLOTHING

The following clothing categories are generally eligible for voluntary returns when the conditions in Section 3 are satisfied:

• Dresses.

• Tops and blouses.

• Shirts.

• Trousers and pants.

• Skirts.

• Jumpsuits and rompers.

• Knitwear.

• Jackets and outerwear.

• Coordinated clothing sets.

• Loungewear.

Clothing must be returned in its original condition.

Items showing signs of extended wear, washing, alteration or customer-caused damage may not qualify for a change-of-mind return.

5. ACTIVEWEAR AND FITNESS CLOTHING

KAVIA activewear may include:

• Leggings.

• Yoga pants.

• Workout tops.

• Sports sets.

• Fitness jackets.

• Sports bras.

• Other performance clothing.

Activewear must be unworn, unwashed and free from signs of exercise use.

Items must not show perspiration marks, deodorant stains, makeup, odors, stretching or other evidence of use beyond reasonable fitting.

Sports Bras

Sports bras are treated as hygiene-sensitive products.

For voluntary returns, they must be unworn, unwashed and returned with all original tags and any protective hygiene seals intact.

If a sports bra is supplied in sealed protective packaging, opening or removing the relevant hygiene seal may make it ineligible for a change-of-mind return where permitted by applicable law.

Statutory rights concerning defective or nonconforming products remain unaffected.

6. UNDERWEAR, LINGERIE AND INTIMATE APPAREL

For hygiene and customer safety reasons, the following products are subject to additional restrictions:

• Underwear.

• Panties and briefs.

• Intimate apparel.

• Certain lingerie products.

• Other garments designed for direct intimate contact.

These items are generally not eligible for voluntary return once their hygiene seal or protective packaging has been opened or removed.

Where a product is supplied unopened and sealed, a voluntary return may be considered if it remains in its original, unopened condition and the request is made within the applicable return period.

Customers should review any product-specific return information displayed before purchase.

These hygiene restrictions do not remove rights relating to defective, damaged, incorrectly supplied or otherwise nonconforming products.

7. SWIMWEAR

Swimwear is eligible for a voluntary return only when:

• It has not been worn for swimming or other use.

• It has not been washed.

• All original tags remain attached.

• The protective hygiene liner or seal remains intact, where supplied.

• The product is free from stains, odors or damage.

Swimwear returned without an originally supplied hygiene liner or with evidence of use may be declined for change-of-mind returns.

Mandatory consumer rights remain unaffected.

8. BODYSUITS AND SHAPEWEAR

Bodysuits and shapewear may come into direct contact with sensitive areas of the body.

For hygiene reasons, these items are subject to additional return conditions.

Bodysuits

A voluntary return may be accepted where the item is unworn, unwashed and retains all original tags and any supplied hygiene protection.

Shapewear

Shapewear and body-slimming garments are generally eligible for voluntary return only when unopened, unused and supplied with their original hygiene seals intact.

Products showing evidence of wear, stretching, contamination or removal of required hygiene protection may be excluded from change-of-mind returns.

Defective or nonconforming items remain subject to applicable consumer protection laws.

9. HANDBAGS AND FASHION ACCESSORIES

Handbags and eligible fashion accessories may be returned within the standard return period when they remain unused and in their original condition.

Where supplied, the following must be included:

• Original tags.

• Detachable straps.

• Decorative accessories.

• Dust bags.

• Protective packaging.

• Other components included with the product.

Handbags must be free from scratches, stains, odors, alterations or damage caused after delivery.

Products showing evidence of use beyond reasonable inspection may be excluded from voluntary returns.

Fashion Jewellery

Fashion jewellery may be returned when unused and in its original condition, subject to product-specific restrictions.

For hygiene reasons, earrings and jewellery intended for pierced body parts are generally not eligible for change-of-mind returns once their protective packaging has been opened.

Mandatory consumer rights remain unaffected.

10. DELICATE AND OCCASIONWEAR PRODUCTS

Certain garments require special care, including:

• Evening dresses.

• Partywear.

• Embellished garments.

• Sequined clothing.

• Delicate knitwear.

• Fine fabrics.

• Special-occasion clothing.

These products may be eligible for standard returns when unworn, unwashed, unaltered and returned in their original condition.

Customers should take reasonable care when trying on delicate garments.

Damage caused by snagging, improper handling, alteration or extended wear may affect eligibility for a voluntary return.

11. FINAL-SALE AND CLEARANCE ITEMS

Certain products may be clearly identified as Final Sale or Non-Returnable before purchase.

Such products may be excluded from voluntary change-of-mind returns where permitted by applicable law.

A discounted price alone does not automatically make a product final sale.

Final-sale restrictions must be clearly communicated before purchase.

No final-sale designation removes mandatory consumer rights concerning defective, damaged, incorrectly described or otherwise nonconforming goods.

12. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product arrives damaged, defective, incomplete, incorrectly supplied or materially different from its description, please contact KAVIA as soon as reasonably possible.

Email: support@shopkavia.com

Please provide, where available:

• Order number.

• Product name.

• Description of the problem.

• Relevant photographs.

• Supporting information.

We may request reasonable additional information to investigate the issue.

Photographs are helpful but are not an absolute condition for exercising statutory consumer rights.

Customer Remedies

Where a product is defective or otherwise nonconforming, customers may be entitled to an appropriate remedy under applicable law.

Depending on the circumstances, this may include:

• Refund.

• Replacement.

• Repair, where appropriate.

• Another remedy required by applicable law.

Where applicable law gives the customer a choice of remedies, we will respect that choice.

Verified defects or fulfillment errors will be addressed without imposing charges that applicable law requires us to bear.

The standard 14-day voluntary return period does not limit statutory rights concerning defective or nonconforming products.

13. HOW TO REQUEST A RETURN

To request a return:

Step 1 — Contact KAVIA

Email support@shopkavia.com.

Step 2 — Provide Order Details

Include:

• Order number.

• Customer name.

• Product to be returned.

• Reason for return.

Step 3 — Receive Return Instructions

Our customer support team will review the request and provide appropriate instructions.

Step 4 — Prepare the Product

Pack the item securely with its required accessories, labels and protective materials.

Step 5 — Dispatch the Return

Use the approved return method and destination provided by KAVIA.

Important: Do not send products to our registered business address without written authorization.

Returns sent to an unauthorized destination may experience delays.

14. RETURN SHIPPING CHARGES

Change-of-Mind Returns

For voluntary returns based on preference, fit, color selection or a change of mind, customers are generally responsible for return shipping costs unless otherwise stated.

Any optional collection service or applicable collection fee will be disclosed before the customer agrees to the service.

Original delivery charges are generally not refundable for ordinary voluntary returns, except where required by applicable law or expressly agreed otherwise.

Defective or Incorrect Products

Where a return is required because of a verified defect, damage, incorrect product or another issue for which KAVIA is legally responsible, we will arrange an appropriate remedy without imposing return costs that applicable law requires us to bear.

15. EXCHANGES

Customers may request an exchange for an eligible product within the standard return period.

Exchanges may be requested for:

• A different size.

• A different color.

• Another available variation of the same product.

Exchange availability depends on inventory and product eligibility.

For operational reasons, we may ask customers to return the original item and place a new order.

Where an exchange is unavailable, an eligible return may be processed for a refund.

For ordinary change-of-mind exchanges, any applicable shipping charges will be communicated before confirmation.

Where an exchange is required as a statutory remedy for a defective or nonconforming product, applicable consumer rights will take precedence.

16. REFUND PROCESSING

Once a returned item is received, we will assess its condition and eligibility.

For ordinary voluntary returns, we aim to complete the assessment within 5 business days after receipt.

If the return is approved, the refund will normally be initiated to the original payment method.

We aim to initiate approved refunds within 7 business days after the return assessment is completed.

The time required for the refunded amount to appear in the customer's account depends on the payment provider and financial institution.

Where applicable law requires an earlier refund or a different procedure, those requirements will take precedence.

Customers will be informed if additional information is reasonably required.

17. REFUND METHOD

Approved refunds will generally be issued to the original payment method used for the purchase.

Where the original payment method is unavailable or cannot accept a refund, we will arrange a legally appropriate alternative.

Store credit may be offered as an option where appropriate.

Customers will not be required to accept store credit instead of a monetary refund when applicable law entitles them to a monetary refund.

18. PARTIAL REFUNDS

A partial refund may be considered for a voluntary return where legally permitted and justified by the condition of the returned item or another clearly disclosed circumstance.

Any proposed deduction will be explained to the customer.

We will not impose arbitrary deductions or charges inconsistent with applicable consumer protection requirements.

Products that fail voluntary return eligibility may be returned to the customer where appropriate and reasonably practicable.

19. INTERNATIONAL RETURNS

Customers outside the United Arab Emirates should contact KAVIA before arranging an international return.

International returns may involve:

• Courier charges.

• Customs documentation.

• Import or export procedures.

• International transit times.

• Applicable duties or taxes.

For ordinary change-of-mind returns, customers may be responsible for return shipping and applicable charges, subject to relevant consumer rights.

For defective or incorrectly supplied products, we will assess our responsibilities under applicable law.

Customers should not send international returns without obtaining appropriate instructions.

20. CANCELLATION BEFORE DISPATCH

Customers may request order cancellation before dispatch by contacting support@shopkavia.com.

We will attempt to accommodate requests before fulfillment reaches a stage where cancellation is no longer practical.

If the order has already been dispatched, the customer may request a return where eligible.

Mandatory cancellation and refund rights remain unaffected.

21. PRODUCT WARRANTY AND QUALITY CONCERNS

Products are covered by applicable statutory consumer guarantees and remedies.

Certain products may also carry additional manufacturer or commercial warranties where expressly stated.

Any additional commercial warranty will be described in the relevant product information or warranty documentation.

A commercial warranty does not replace or reduce mandatory statutory rights.

Handbags

Where a handbag is expressly advertised with a one-year commercial warranty, the specific warranty terms provided with that product will apply in addition to applicable statutory rights.

Unless expressly stated otherwise, a commercial warranty generally addresses qualifying manufacturing defects rather than damage resulting from misuse, accidents, unauthorized modifications or ordinary wear.

Claims will be assessed according to the warranty terms and applicable law.

22. FAIR USE OF RETURNS

We reserve the right to investigate suspected fraudulent return activity, including:

• Returning a different product.

• Submitting knowingly false claims.

• Deliberately damaging products.

• Repeated misuse of voluntary return services.

Any action taken will be proportionate and consistent with applicable law.

We will not refuse a legitimate statutory remedy merely because a customer has previously made returns.

23. CUSTOMER SUPPORT AND DISPUTE RESOLUTION

If you have questions about a return, exchange or refund, please contact:

KAVIA Customer Support

Email: support@shopkavia.com

Website: www.shopkavia.com

Please include your order number and relevant details.

We aim to address concerns fairly and promptly.

Customers may also exercise rights available through applicable consumer protection authorities.

24. LEGAL BUSINESS INFORMATION

KAVIA is owned and operated by:

KRUTWA TRADING FZ-LLC

E-Commerce Licence No.: 45003328

Commercial Licence No.: 5028416

Licensing Authority: Ras Al Khaimah Economic Zone (RAKEZ)

Registered Business Address:

FDBC0267
Compass Building
Al Shohada Road
Al Hamra Industrial Zone-FZ
Ras Al Khaimah
United Arab Emirates

Customer Support: support@shopkavia.com

The registered business address is not a designated return collection location.

25. APPLICABLE CONSUMER RIGHTS

This policy is intended to operate alongside applicable consumer protection legislation.

Nothing in this policy excludes, restricts or limits any mandatory consumer right or remedy.

Where a provision of this policy conflicts with an applicable mandatory legal requirement, the legal requirement will prevail.

We may update this policy to reflect changes in business operations or applicable laws.

Changes will not retrospectively remove rights already acquired by customers.

END OF RETURN, EXCHANGE & REFUND POLICY