Return Policy

Return Policy

Use this policy when you change your mind, receive the wrong item, or find a problem after delivery.

Last updated: September 1, 2026

Before you send anything back

Please speak with us before posting anything back. We will check what happened, confirm whether the item needs to be returned, and send the correct address and instructions. The address on the original shipping label may be a carrier routing address and is not an approved return address.

Opening the outer delivery box does not by itself make an item ineligible. For intimate products, the condition of the product-level hygiene seal is important.

1. The 14-day change-of-mind window

You may request a change-of-mind return within 14 days after delivery. After we acknowledge an eligible request, send the item back within 14 days or within any longer period required by local law.

KERVYRA uses this 14-day process across the store unless a product page gives you a better return promise. If the consumer law where you live gives you more time or stronger protection, that rule still applies.

2. What condition must the item be in?

• The product is unused, unwashed, unaltered, and complete.

• Any product-level hygiene or tamper seal supplied with the item is intact and has not been opened or removed.

• Accessories, manuals, charging parts, gifts, and other included components are returned.

• The item is protected for return transit; original retail packaging should be kept when we can reasonably do so.

• The return follows the address and instructions provided by customer service.

You may inspect the outer packaging and information reasonably needed to identify the item. Please do not test an intimate product on the body if you may want to return it for change of mind.

3. How the hygiene seal affects a return

Some intimate goods are supplied sealed because, once unsealed, they are not suitable for return for health-protection or hygiene reasons. A change-of-mind return is normally unavailable after that product-level seal has been opened or removed.

The hygiene exception is relevant only when the product arrived with a real product-level seal and the law permits that exception. It does not remove rights relating to a faulty, damaged, unsafe, incorrect, or misdescribed item.

If a product does not have a hygiene seal, we will not pretend that the shipping carton is one. Eligibility will be assessed from the product, its condition, the disclosed return terms, and applicable law.

4. If the item is faulty, damaged, unsafe, or wrong

Contact us as soon as reasonably possible if an item arrives damaged, does not work as described, is unsafe, is not what you ordered, or materially differs from the listing. These claims can still be reviewed after packaging has been opened.

Provide the order number, a short explanation, and clear photos or video when they are reasonably available to you. Do not continue using an item that may be unsafe. We may troubleshoot a simple issue, arrange a return, or offer the repair, replacement, refund, or other remedy required for the problem.

If return shipping is necessary for a confirmed problem, KERVYRA will provide a method or reimburse reasonable authorized cost as appropriate. Contact us before paying for unusually expensive return shipping.

5. Items we cannot usually take back for change of mind

• Intimate goods whose qualifying hygiene seal has been opened or removed.

• Items that have been used, washed, altered, damaged after delivery, or returned incomplete.

• Digital products or gift cards after delivery, except where law gives a right.

• Personalized or made-to-order items where the product page clearly disclosed the restriction before purchase.

• Items marked final sale only where that restriction is lawful and clearly disclosed before purchase.

A promotion, discount, or final-sale label does not remove rights for faulty, unsafe, incorrect, or misdescribed goods.

6. Start the return

1. Use the Contact Us page or reply to the order confirmation.

2. Provide the order number, the item, the reason, and any helpful evidence.

3. Wait for the return decision, return reference, correct address, and any carrier instructions.

4. Pack the item securely, without placing a shipping label directly on retail packaging.

5. Use a trackable service when you arrange the return and keep the receipt until the case is complete.

Contacting us first keeps the parcel from going to the wrong address; it does not take away any legal right you already have. If a legal deadline is close, send the return notice within that deadline even if customer service has not yet replied.

7. Who pays the return postage?

For an approved change-of-mind return, the customer normally pays the direct cost of return shipping unless the product page, order confirmation, or local law says otherwise.

For a confirmed faulty, damaged, unsafe, incorrect, or misdescribed item, KERVYRA will cover reasonable authorized return cost or provide another suitable method.

Cash-on-delivery returns and parcels that create unexpected import charges may be refused where lawful. For international returns, follow our instructions for marking the parcel as returned goods; do not make a false customs declaration.

8. Pack and track the return

Use packaging suitable for the product and carrier. Include only the approved items and remove or cover unrelated labels. If you arrange the carrier, you are responsible for the parcel until it reaches the approved return location, except unless the law governing your order gives you a different right.

If tracking shows a return has stalled, contact the return carrier first and send us the receipt and tracking link so we can help review the case.

9. What happens when the return arrives?

We normally inspect a return within 3 business days after it arrives at the approved location. We will confirm whether it is accepted and whether the outcome is a refund, replacement, exchange, repair, store credit, or another remedy.

For change-of-mind returns, a lawful deduction may be made for loss in value caused by handling beyond what is reasonably needed to inspect the item. An opened qualifying hygiene-sealed item may be ineligible rather than eligible for a reduced refund. We will explain any refusal or deduction.

10. If you would prefer an exchange

Exchanges depend on stock and destination. The simplest option may be to refund an approved return and ask you to place a new order. We will not send a higher-priced substitute without your agreement.

A replacement for a faulty or incorrect item is handled as a remedy, not as a change-of-mind exchange.

11. Statutory withdrawal rights in Europe and elsewhere

Where a statutory 14-day withdrawal right applies, the period generally runs from delivery. Notify us clearly within that period and return the goods within the required follow-up period. We will refund the eligible payment, including standard outbound delivery where required; an express upgrade may be excluded to the extent permitted by law.

The statutory hygiene exception may apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. Other exceptions may apply to genuinely personalized goods or fully supplied digital content where the legal conditions were met.

This summary is not used to narrow any mandatory local right. If local law gives a more favorable rule, we will follow it.

12. Fraudulent or unusual return activity

We may investigate returns involving substituted items, empty packages, altered evidence, repeated misuse, or other suspected fraud. We may refuse a fraudulent claim, limit non-statutory return privileges, or take other lawful steps, but we will not remove genuine consumer rights or reject a claim simply because a customer has complained.

13. Ask for return help

Reply to the order confirmation or use the Contact Us page. Keep intimate photos out of public reviews; the private support channel is the right place to send only the evidence needed to resolve the return.