Refund policy

RETURN AND REFUND POLICY
Effective date: August 16, 2026
KIVELORA™ is operated by Redfishsun LLC. We want customers to be satisfied with their purchase. This policy explains our return, cancellation, replacement, and refund procedures.
1. RETURN PERIOD
You may request a return within 30 calendar days after the order is delivered.
To qualify for a return, the product must be unused, unworn, clean, undamaged, and in the same condition in which it was received. It must include its original packaging, accessories, manuals, and proof of purchase.
Returns requested more than 30 days after delivery will not normally be accepted unless required by applicable law.
2. REQUESTING A RETURN
You must contact us and receive return authorization before sending a product.
Contact page:
https://kivelora.com/pages/contact
Phone:
+1 721 523 1768
Please provide:
Your full name.
Your order number.
The product you want to return.
The reason for the return.
Photographs or video if the product is damaged, defective, or incorrect.
Products returned without prior authorization might not be accepted or refunded.
3. RETURN ADDRESS
After your return is approved, we will provide the return instructions and confirm the appropriate return address.
Unless different instructions are provided with the return authorization, the business return address is:
Redfishsun LLC
8206 Louisiana Blvd NE
Ste A 2176
Albuquerque, NM 87113
United States
Do not send products to a supplier, manufacturer, shipping carrier, or any address printed on the original package unless we specifically authorize that address.
4. RETURN SHIPPING COSTS
For a voluntary return, including a change of mind or ordering the wrong product, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service and retaining the shipping receipt until the return has been completed. We are not responsible for returned packages lost or damaged during return shipping.
If we confirm that an item was damaged, defective, or incorrect when delivered, we will provide an appropriate replacement, refund, or return solution without charging the customer for the error.
5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Inspect your order promptly after delivery.
If an item arrives damaged, defective, incomplete, or different from the product ordered, contact us as soon as possible and preferably within 7 calendar days after delivery.
Include clear photographs or video of:
The product.
The packaging.
The shipping label.
The damage, defect, missing component, or incorrect item.
We will review the information and, when the claim is approved, offer an appropriate replacement, refund, or other resolution.
Do not discard the product or packaging until the claim has been reviewed.
6. NON-RETURNABLE PRODUCTS
For hygiene and safety reasons, used pet grooming products cannot be returned unless they are defective or applicable law requires otherwise.
The following products are not eligible for voluntary returns:
Products that have been used, washed, altered, damaged, or contaminated after delivery.
Products returned without their original packaging or accessories.
Gift cards.
Products marked as final sale, where permitted by law.
Products presenting pet hair, dirt, bodily fluids, or other hygiene concerns.
These exclusions do not remove any legal rights relating to defective, damaged, misdescribed, or incorrect products.
7. CANCELLATIONS AND ORDER CHANGES
7. CANCELLATIONS AND ORDER CHANGES
Customers may request cancellation or modification within 1 hour after placing an order.
A cancellation request does not guarantee that the order will be cancelled. If processing or fulfillment has already begun, we might be unable to stop or modify the order.
If an order has already been fulfilled or shipped, it cannot be cancelled. After delivery, the customer may request an eligible return under this policy.
If we successfully cancel a paid order, the refund will be issued to the original payment method.
8. REFUND INSPECTION AND APPROVAL
After an authorized return is received, we will inspect the product and notify you whether the refund has been approved or rejected.
Approved refunds are issued to the original payment method within 10 business days after approval.
Your bank, credit card company, or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed since we approved a refund and it has not appeared, contact us through:
https://kivelora.com/pages/contact
9. ORIGINAL SHIPPING CHARGES
When shipping was included in the displayed product price, there is no separate original shipping charge to refund.
Any optional expedited shipping fee, if offered and selected, is non-refundable unless the order was damaged, defective, incorrect, or the refund is otherwise required by law.
10. PARTIAL REFUNDS
Where permitted by law, a partial refund or deduction may apply if a returned product is missing packaging, accessories, or components, or shows damage that was not caused by a product defect or shipping problem.
We will explain any proposed deduction before completing the refund.
11. REFUSED OR UNDELIVERABLE PACKAGES
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because the address was incorrect or incomplete, delivery was refused, or the package was not collected, any reasonable return or reshipping costs may be deducted from the refund or charged before reshipment, where permitted by law.
12. LOST OR MISSING ORDERS
If tracking indicates that an order is still in transit, allow the estimated delivery period shown in our Shipping Policy.
If tracking shows delivery but you cannot locate the package, check with household members, neighbors, the delivery location, and the carrier before contacting us.
We will review eligible missing-order claims with the carrier. A replacement or refund will be offered when appropriate after the investigation.
13. EXCHANGES
We do not offer direct exchanges.
The fastest way to obtain a different product is to request an authorized return for the eligible item and place a new order separately.
14. CONSUMER RIGHTS
Nothing in this policy limits any mandatory rights available under applicable consumer protection law.
Where local law provides a longer return period, cancellation right, warranty, or other mandatory remedy, the applicable legal requirement will take priority.
15. CONTACT INFORMATION
KIVELORA™ is operated by Redfishsun LLC.
Business address:
Redfishsun LLC
8206 Louisiana Blvd NE, Ste A 2176
Albuquerque, NM 87113
United States
Phone:
+1 721 523 1768
Contact page:
https://kivelora.com/pages/contact