Refund policy

Refund Policy

A KERVYRA refund is usually quick to start, although your bank may need several more days to show it.

Last updated: September 1, 2026

How a KERVYRA refund works

KERVYRA may return money after a cancellation, an accepted return, a delivery problem, a price correction, or another agreed solution. Sending us a request starts the conversation; the refund is complete only after it has been approved and processed.

1. When is a refund available?

• KERVYRA confirms that an order or item was cancelled before dispatch.

• An eligible return reaches the approved location and passes any required inspection.

• A parcel is confirmed lost, materially damaged in transit, or otherwise qualifies for a delivery remedy.

• An item is confirmed faulty, unsafe, incorrect, or materially different from its description.

• KERVYRA cannot supply an item or cancels an amount already paid.

• Applicable consumer law or another written resolution requires a refund.

2. When an order is cancelled

A successful pre-dispatch cancellation is refunded without a percentage cancellation fee. If only part of the order is cancelled, we refund the cancelled item and any directly related amount that should no longer be charged.

A pending card authorization may be released rather than refunded. It can temporarily remain visible until the card issuer removes the hold.

3. When you return an item after changing your mind

For an eligible change-of-mind return, we refund the price paid for the accepted item. The customer normally pays return shipping. Express outbound delivery and other optional upgrades are normally not refunded, except where local law requires otherwise.

Where a statutory withdrawal right applies, we also refund the standard outbound delivery amount when required. If the order contained other items that were kept, the delivery refund may be adjusted as local law allows.

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

We will provide the refund, replacement, repair, price reduction, or other remedy appropriate to the problem and required by law. Where a return is necessary for a confirmed problem, we cover reasonable authorized return cost or provide a suitable method.

We may ask for reasonable evidence or to inspect the item. We will not use the intimate nature of the product or an opened package to remove rights relating to a genuine defect, safety issue, damage, wrong item, or inaccurate description.

5. When the parcel is lost, late, or never arrives

We first review tracking, address information, carrier scans, and any investigation. If a parcel is confirmed lost or the law requires a non-delivery remedy, we will offer an appropriate replacement or refund.

A parcel that is merely delayed is not automatically treated as lost. However, we will not require you to wait indefinitely, and any right to cancel for late delivery remains available where applicable.

6. Amounts that may not come back

• Return shipping for a change-of-mind return.

• Express or optional service upgrades beyond the standard delivery amount, where law permits.

• Bank foreign-exchange, card, wallet, or other third-party fees not charged by KERVYRA.

• Import duties, taxes, brokerage, storage, or carrier charges paid directly to a third party, unless the law or our written agreement requires reimbursement.

• A product that is not eligible for a change-of-mind return, including a qualifying hygiene-sealed item opened after delivery.

Any amount that the law says must be refunded will be included; KERVYRA will not keep it.

7. When a refund can be reduced

For an otherwise eligible change-of-mind return, a lawful deduction may be made for missing components or loss in value caused by handling beyond what was reasonably needed to inspect the item. We will explain the reason and amount.

If a parcel is returned because of an incorrect address, refusal, non-collection, or unpaid import charges, unrecoverable shipping, return, customs, storage, or handling cost may be deducted when the law permits it and where the customer was responsible for that cost.

A hygiene-sealed item that was lawfully excluded after unsealing is not treated as eligible merely by applying a partial deduction.

8. Where we send the money

Refunds normally go to the original payment method and in the original transaction currency. We cannot usually redirect a refund to another card, bank account, wallet, or person.

If the original method is unavailable, the payment provider’s rules and applicable law determine the alternative. Gift-card or store-credit payments are normally returned to the same form unless another remedy is required.

9. How long does a refund take?

After a cancellation is confirmed, or after a required return is received and approved, we normally initiate the refund within 3 business days. If applicable law sets an earlier deadline, that deadline controls.

Once we send the refund, the bank, card network, wallet, or payment provider usually needs about 5–10 business days to place it in your account. Cross-border payments and closed accounts can take longer, so a same-day or next-day posting should not be expected.

10. Currency conversion can change the amount you see

We refund the amount and currency recorded for the original transaction. If your bank converted the purchase, the amount appearing in your account may differ because of the bank’s exchange rate or fee on the purchase or refund date. KERVYRA does not control that conversion.

11. If the refund is missing or fails

If 10 business days have passed since our refund confirmation, check the original payment account and contact the bank or payment provider. If they cannot locate it, send us the order number and refund confirmation so we can review the payment record.

If a refund fails or is returned to us, we will contact you through the order details and follow the payment provider’s secure process. Do not email full banking or card credentials.

12. Promotions, free gifts, and bundles

A refund for part of a bundle or promotion may be recalculated to reflect the items kept, free gift eligibility, or discount terms shown at purchase. We will not apply a hidden penalty; any adjustment will reflect the original promotion and applicable law.

13. If you dispute the payment

If you do not recognize a charge or believe a refund is wrong, contact us so we can investigate promptly. This request does not prevent you from using a card dispute, payment-provider process, regulator, court, or other right available under law.

14. If the refund has not arrived

If the money has not arrived, reply to the refund confirmation or use the Contact Us page. Include the order number together with the expected date and amount. Do not send passwords, full card numbers, or one-time codes.