Refund and Returns Policy

1. Overview

KOOVVA is a multi-vendor marketplace where products are sold by independent vendors. As such, return and refund requests are handled in collaboration with the respective vendor and in accordance with this policy.

We are committed to providing a fair, transparent, and reliable resolution process for both customers and vendors.

2. Return Eligibility

You may request a return if your item:

• Arrives damaged or defective
• Is incorrect (different from what was ordered)
• Is incomplete (missing items or parts)

All return requests must be made within 48 hours of delivery.

3. Non-Returnable Items

The following items are not eligible for return:

• Used or worn items
• Items damaged after delivery due to misuse
• Personal care items, underwear, or hygiene-sensitive products
• Perishable goods (e.g. food, flowers)
• Digital or downloadable products

4. Return Process

To initiate a return:

• Contact KOOVVA support with your order number
• Provide a clear reason for the return
• Attach photos or evidence where applicable

Once your request is reviewed, you will receive instructions on how to return the item to the vendor or designated return location.

5. Refund Process

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within 5–10 business days.

6. Shipping Costs for Returns

• If the return is due to vendor error (wrong, damaged, or defective item), the vendor covers the return cost
• If the return is due to customer reasons (e.g. change of mind), the customer covers the return cost

7. Late or Missing Refunds

If you have not received your refund:

• Check your bank account again
• Contact your payment provider
• Contact your bank

If the issue persists, contact us for assistance.

8. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please contact support and follow the return process.

9. Order Cancellations

Orders can only be cancelled before they are processed or shipped. Once shipped, the order must go through the return process.

10. Responsibility & Disputes

Vendors are responsible for product quality and accuracy. KOOVVA acts as a mediator between customers and vendors and will review all claims to ensure fair resolution.

11. Contact Us

For refund and return inquiries:
Email: support@koovva.com
Phone: +234 802 345 6789