Refund & Return Policy
Refund & Return Policy
Last Updated: October 26, 2026
Thank you for shopping at Kelvibay.
We want you to feel confident about your purchase. If an item does not meet your expectations, please review our return and refund guidelines below.
1. 30-Day Return Policy
Order cancellation timeframe: 1–3 days
Order processing time: 3-7 days
We offer a 30-day return window for eligible products.
You may request a return within 30 calendar days after your order has been delivered.
To qualify for a standard change-of-mind return, an item must generally:
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Be unused and in its original condition
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Include all supplied accessories and components
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Be returned with its original packaging where reasonably possible
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Include proof of purchase or an order number
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Meet any applicable product-specific return conditions disclosed before purchase
This eligibility standard does not limit your rights regarding defective, damaged, or incorrectly supplied products.
2. How to Request a Return
To initiate a return, please contact:
Include the following information:
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Your order number
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Your full name
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The product you wish to return
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The reason for your return
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Photographs if the item is damaged, defective, or incorrect
Our support team will review your request and provide instructions for eligible returns.
Please do not send products to our business mailing address without receiving return instructions.
The appropriate return location may differ from our registered business address.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible.
We may request photographs or other information to help assess the issue.
Depending on the circumstances and applicable law, an appropriate resolution may include:
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Replacement
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Repair, where appropriate
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Refund
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Another mutually agreed solution
Where a return is required because of our error or a qualifying product defect, we will arrange an appropriate return-shipping solution at our expense.
Your statutory consumer rights remain unaffected.
4. Non-Returnable Items
For change-of-mind returns, certain categories may be excluded where permitted by law and clearly disclosed before purchase, including:
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Personalized or custom-made products
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Perishable goods
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Gift cards
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Products marked as final sale
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Certain hygiene-sensitive products that are not eligible for return after opening
These restrictions do not remove any applicable legal rights concerning defective or incorrectly supplied goods.
5. Return Shipping Costs
For eligible change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise stated.
For qualifying damaged, defective, or incorrectly supplied products, return shipping will be handled in accordance with applicable consumer protection laws and our return instructions.
Please use a trackable shipping service when returning items independently.
6. Refund Processing
Once a returned item has been received and reviewed, we will notify you of the outcome.
Approved refunds will be processed to the original payment method unless another arrangement is required by law or agreed upon.
Please allow additional time for your bank or payment provider to post the refund.
Original shipping charges may be nonrefundable for change-of-mind returns, where permitted by law. This does not affect required refunds for unfulfilled orders, qualifying defects, or other circumstances protected by law.
7. Exchanges
If you wish to exchange an eligible item, please contact our support team.
Exchange availability depends on product availability and the circumstances of your request.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We will attempt to accommodate cancellation requests before shipment.
Once an order has entered shipping or fulfillment, cancellation may no longer be possible. You may still qualify for a return after delivery under this policy.
If we cannot fulfill an order, we will provide the cancellation and refund options required by applicable law.
9. Missing or Delayed Refunds
If an approved refund has not appeared in your account:
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Review your original payment method.
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Contact your bank or payment provider.
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Allow for any applicable payment processing time.
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Contact [email protected] if further assistance is needed.
10. Contact Us
Customer Support: [email protected]
Website: https://kelvibay.com
Business: Norvexa Commerce Inc
Return Address: 4181 Harvest Lane Los Angeles California