Refund & Return Policy

Effective Date: November 3, 2026

At Kitova, we want every customer to feel confident when purchasing our handmade products. We carefully prepare and package each order to help ensure that your items arrive in good condition. If you are not fully satisfied with your purchase, please review our return and refund guidelines below.

14-Day Return Window

You may request a return within 14 days of receiving your order. To qualify for a return, the item must meet the following conditions:

• The item must be unused and in its original condition.

• It must not have stains, scratches, cracks, odors, or other damage caused after delivery.

• All original accessories, parts, and included materials must be returned.

• The product must not have been altered, repaired, or modified.

• Proof of purchase or a valid order number must be provided.

Because our products are handmade, slight differences in color, texture, shape, finish, or dimensions may occur. These natural variations are part of the handmade process and do not automatically qualify as defects.

Custom and Personalized Products

Products made specifically according to a customer's requested design, size, wording, color, or other personal specifications may not be eligible for return due to a change of mind.

This restriction does not apply when an item arrives damaged, defective, or materially different from the confirmed order.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible.

To help us review the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photos showing the affected item.

• Photos of the packaging and shipping label, when available.

After reviewing your request, we will provide the appropriate resolution, which may include a replacement, repair where appropriate, or refund.

How to Request a Return

Before sending any item back, please contact our customer support team through the contact form on our website or by phone. Returns must be approved before shipment.

Once your return is authorized, we will provide the applicable return instructions. Please do not send items to our business address without receiving return authorization.

Refund Processing

Once an approved return has been received and inspected, we will notify you of the refund decision.

Approved refunds are generally processed within 5–10 business days. Refunds are normally issued to the original payment method. The time required for the funds to appear in your account may depend on your bank or payment provider.

Original shipping charges may not be refundable unless the return is the result of our error or another applicable requirement.

Return Shipping Costs

For returns requested because of a change of mind, the customer may be responsible for return shipping costs.

If an item is confirmed to have arrived damaged, defective, or incorrect due to our error, we will work with you to determine an appropriate resolution.

Order Cancellations

Please contact us as soon as possible if you wish to cancel an order. We will make reasonable efforts to stop an order before it enters production, preparation, or shipment.

Once a handmade item has entered production or an order has been dispatched, cancellation may no longer be possible.

Contact Information

Store Name: Kitova
Website: www.kitova.us
Phone: +1 802-878-1111
Address: 865 Main St, Ste 3, Williston, VT 05495, USA