Return and refund policy

Contact information

Store name: Kelviora
Company Name: Performance Max Media s.r.o.
Company number: 21242453
Tax number: CZ21242453
Address: Jižní 364, 270 01 Kněževes near Rakovník, Czech Republic
E-mail: info@kelviora.com
Phone: +3197010268467

Our opening hours:

  • Monday – Friday: 08:00 – 17:00
  • Saturday and Sunday: 10:00 – 16:00

Customer Service:
We respond within 24 hours on working days.

Right of return

Key Points:

  • Return period: 30 days from the date of delivery.
  • Herb supply costs: None.
  • Refund period: Within 14 days after approval of the return shipment.
  • Shipping costs for returns: To be borne by the customer.

Return Policy Based on the Delivery Date:

"Our return policy starts on the day of delivery to the address you provided, so you have enough time to check your purchase. If an item is in transit for longer than the 30-day period, we will take that into account and offer a suitable return option."

Conditions for Returns

1. Cancellation of the Order:

  • Before shipping:
    Contact our customer service at nfo@kelviora.com to cancel an order before it is shipped and receive a full refund to the original payment method.

2. Claim for damages:

  • Control:
    Check your order upon receipt.
  • Message:
    Contact us if you receive a damaged item. Please provide a description and attach photos of the damage.
  • Solution:
    Together with you, we are looking for a suitable solution.

3. Repair or Warranty Conditions:

  • Reporting obligation in case of defects:
    If an item shows a manufacturing defect or becomes defective within the 30-day return period, please contact our customer service.
  • Procedure:
    Follow the instructions for repairs, maintenance, or warranty processing as communicated by us.

4. Reflection Period (Cancellation of the Purchase):

  • Return period:
    Items can be returned within 30 days after delivery.
  • State of the article:
    The article must be original, unused, and undamaged, with all labels attached and in the original packaging.
  • Procedure:
    Contact our customer service to initiate the return.

5. Exchange:

  • Procedure:
    Follow the same return process as with a cancellation.
  • New purchase:
    'Upon approval of the return shipment, you must place a new order for the desired item.'

6. Incorrect Product Delivered:

  • Message:
    Contact us if you have received the wrong product.
  • Solution:
    "We will arrange for a return shipment and send the correct product at no extra cost."

Returns process

Start Your Return:

  1. Contact:
    Send an email to info@kelviora.com with your order number and an explanation of the reason for the return.
  2. Return Authorization:
    • Approval:
      Our team reviews your request and provides a return authorization.
    • Region:
      Returns are only possible for orders within the Netherlands.
  3. Packaging and Shipping:
    • Control:
      Make sure that the item is in its original condition, including all labels and the original packaging.
    • Instructions:
      Follow the instructions provided by us for packaging and shipping.
  4. Required Documents:
    • Include a copy of the return authorization with your return shipment.
    • 'If applicable, add photos for documentation of any damage.'

Refunds

  • Procedure:
    'Upon approval of your return, the refund will be processed within 14 days and credited back to your original payment method.'
  • Method:
    'The refund will be made using the same method as the original payment was made.'

Contact information (Repetition)

Store name: Kelviora
Company Name: Performance Max Media s.r.o.
Company number: 21242453
Tax number: CZ21242453
Address: Jižní 364, 270 01 Kněževes near Rakovník, Czech Republic
E-mail: info@kelviora.com
Phone: +3197010268467

Our opening hours:

  • Monday – Friday: 08:00 – 17:00
  • Saturday and Sunday: 10:00 – 16:00

Customer Service:
We respond within 24 hours on working days.