Refund & Returns Policy
We want you to feel confident ordering from Kovane. If your purchase is not right for you, eligible products may be returned under the conditions described below.
This Policy explains the return period, product requirements, return shipping responsibility, exchanges, damaged orders, and how refunds are issued.
1. 90-Day Return Period
Eligible Kovane purchases may be returned within 90 days after the package is recorded as delivered.
Your return request must be submitted to us during this 90-day period.
Requests received after the return window has expired may be declined unless applicable law provides otherwise.
2. Condition Required for a Return
Returned merchandise must reach us in a condition that allows us to accept it back.
Unless the return concerns a verified defect or fulfillment error, products must be:
-
unworn;
-
unused;
-
unwashed;
-
free from stains, odors, or other signs of wear;
-
accompanied by any original tags; and
-
returned with the original product packaging where reasonably applicable.
We may also request your order number, confirmation email, or another form of purchase verification.
Because socks are worn directly against the body, products that have already been worn or washed may not qualify for a standard change-of-mind return.
3. Contact Us Before Sending Anything Back
A return must be authorized by Kovane before the parcel is shipped back.
To begin the process, email:
Please include your order number and briefly explain which item or items you would like to return.
Our team will review your request and, if the return is eligible, provide the information needed to proceed. This may include:
-
the approved return destination;
-
packaging instructions;
-
information that must be included with the parcel; and
-
any additional steps applicable to your return.
Please do not ship products to an address found on a package, invoice, website footer, or other source unless our support team has specifically confirmed that address for your return.
A parcel sent without authorization, sent to the wrong location, or shipped before receiving our return instructions may not be identifiable or processable and may therefore be ineligible for reimbursement.
4. Cost of Returning an Order
Unless the return results from an error attributable to Kovane or applicable law requires otherwise, the customer is responsible for the cost of shipping the merchandise back to us.
Kovane does not normally provide complimentary prepaid return labels for standard returns.
We strongly recommend using a shipping method that provides:
-
a tracking number; and
-
proof that the parcel was accepted by the carrier.
Until an authorized return reaches the designated return location, the customer remains responsible for the return shipment.
Kovane cannot guarantee reimbursement for a return parcel that is lost, misdirected, or damaged while being transported back to us.
5. Defective, Damaged or Incorrect Orders
Please check the contents of your package shortly after delivery.
Contact support@getkovane.com promptly if:
-
an item arrived damaged;
-
the product appears to have a manufacturing defect;
-
you received a different item from the one ordered; or
-
part of your order is missing.
When contacting us, include your order number and a clear description of the problem.
We may request photographs or other information that reasonably helps us verify what happened.
Once reviewed, we will determine the appropriate solution based on the circumstances. This may include a replacement, refund, or another appropriate resolution.
6. Products We Cannot Accept Back
Certain products may not qualify for a standard return.
This includes:
-
socks or apparel that have been worn;
-
products that have been washed;
-
merchandise showing signs of use;
-
items damaged after delivery through improper use or care;
-
customized or personalized products;
-
items designated as final sale where legally permitted; and
-
gift cards.
An item returned in a materially different condition from the condition in which it was received may be refused.
If you are uncertain whether your order is eligible, contact us before shipping it back.
7. Promotional and Sale Purchases
Products purchased using a discount code, bundle offer, multi-buy promotion, or other promotional pricing remain subject to the conditions applicable to that specific offer.
When part of a promotional bundle is returned, the refund may be recalculated based on the value of the products retained by the customer and the conditions of the original promotion.
For example, returning part of a multi-item promotional order may affect the discount originally applied.
Where applicable, any such adjustment will be explained when the return is reviewed.
Items explicitly designated as Final Sale may not be returnable except where required by law.
8. Exchanges
We do not need to hold replacement inventory while a return is being transported and reviewed.
For that reason, when you would like a different size, quantity, or product, the most efficient option is generally to:
-
request a return for the eligible original item;
-
follow the return instructions provided by Kovane; and
-
place a separate order for the item you would prefer.
The original purchase and the new purchase will be treated as separate transactions.
Any approved refund for the original order will be returned through the original payment method.
9. European Union — 14-Day Withdrawal Period
Customers receiving an eligible order in the European Union may have a statutory right to withdraw from an online purchase within 14 days, without having to provide a reason.
This statutory period is separate from Kovane's broader 90-day return policy and does not limit rights that EU consumers may have under applicable law.
To exercise a withdrawal right, contact:
within the applicable period and inform us clearly that you wish to cancel or return the purchase.
Unless an exception under applicable law applies, returned products should remain unused and in substantially the same condition in which they were received.
Where legally permitted, the customer is responsible for the direct cost of sending the goods back.
Our support team will provide the applicable return destination and procedure.
Nothing in this Policy is intended to restrict mandatory consumer rights available under EU law.
10. Return Inspection
Receiving a returned parcel does not automatically mean that the return has been approved.
Once the merchandise reaches the designated return location, it may be inspected to confirm:
-
that the correct product was returned;
-
that the return was authorized;
-
that the product meets the applicable condition requirements; and
-
that the return falls within the relevant eligibility period.
After the review is completed, we will notify you whether the refund has been accepted.
If we cannot approve the return, we may explain the reason for the decision and any options available to you.
11. Refund Method and Timing
Approved refunds are returned to the original payment method used for the purchase.
Once Kovane has approved the refund, we generally submit it for processing within 10 business days.
The time required for the refunded amount to appear in your account after that point depends on your bank, card issuer, or payment provider.
Financial institutions may require additional processing time that is outside Kovane's control.
Original shipping charges and return shipping costs are not refundable unless:
-
we expressly agree otherwise;
-
the refund relates to an error attributable to Kovane; or
-
applicable law requires reimbursement.
12. Refund Not Received
If more than 15 business days have passed since we notified you that your refund was approved and the amount has still not appeared, first consider checking with your bank, card issuer, or payment provider.
If the refund still cannot be located, contact:
Please include your order number so that we can review the transaction.
13. Returns Sent Without Authorization
Kovane's return locations and procedures may differ depending on the order, destination, or fulfillment arrangement.
For this reason, customers must obtain return instructions before mailing merchandise back.
Sending a product to an address without prior authorization does not constitute a valid return request.
Kovane cannot guarantee receipt, identification, storage, return-to-sender, or reimbursement of merchandise sent outside the authorized procedure.
14. Abuse of the Return Process
We reserve the right, where permitted by law, to reject returns or take reasonable measures where we identify suspected abuse of our return program.
Examples may include:
-
returning an item different from the product purchased;
-
submitting falsified shipping documentation;
-
repeatedly returning merchandise after significant use;
-
intentionally damaging an item;
-
manipulating tracking information; or
-
attempting to obtain multiple refunds for the same purchase.
Nothing in this section affects legitimate consumer claims or rights that cannot lawfully be restricted.
15. Changes to This Policy
Kovane may update this Refund & Returns Policy when our products, fulfillment arrangements, return procedures, or legal requirements change.
The current version will be displayed on this page.
Unless applicable law requires otherwise, an order will generally remain subject to the return conditions communicated at the time the purchase was made.
16. Return Support
For return requests, damaged products, refund questions, or questions about eligibility, contact:
Kovane Support
support@getkovane.com
For faster assistance, include your order number and the email address used during checkout.