Refund policy

 

We want you to love what you wear. If you’re not completely satisfied with your purchase, we’re happy to help with a return for store credit or a size exchange, subject to the conditions below.

Pre-Dispatch Inspection

All items are carefully inspected prior to dispatch.

Eligibility & Timeframe

  • You may request a return for store credit or an exchange within 7 days of delivery.
  • Items must be:
    • Unworn, unwashed, and in their original condition
    • Free from stains, odours, and damage
    • With the original garment tag intact and attached

Returns (Store Credit Only)

  • All approved returns are issued as store credit only.
  • No refunds to original payment method.
  • Store credit will be emailed to you once your return is received and approved.
  • Store credit applies to the product value only. Shipping fees are non-refundable once an order has been dispatched.

Exchanges

  • We currently offer size exchanges only through our system.
  • The original item must be shipped back within 7 days of receiving your order.
  • Your exchange will be shipped once we receive and approve the original item.
  • Exchanges are subject to available inventory. If the requested size is not available, we will issue store credit instead.
  • All exchanges are final (no further returns or exchanges on exchanged items).
  • Exchanges are not reserved until the original item is received and processed.

Shipping Costs

  • Return and exchange shipping costs are the responsibility of the customer.
  • Original shipping charges are non-refundable.

Final Sale Items & Sample Sale Items

  • Final Sale items (including any item discounted 30% or more) and Sample Sale items are not eligible for return, exchange, or store credit.

Manufacturing Defect 

  • Our garments are crafted in natural fabrics and require gentle care.
  • All items are quality checked before shipping. 
  • Damage caused by improper washing or not following care instructions is not considered a manufacturing defect and is not eligible for return or exchange.

How to Start a Return or Exchange

To initiate a return or exchange, please email us at houseofkovai@gmail.com with:

  • Your order number
  • The item(s) you’d like to return or exchange
  • Whether you prefer a size exchange or store credit

Price Adjustments:

We offer price adjustments on full-priced items purchased within 3 days before the start of a sale.

Requests must be submitted within 3 days from the sale start date, and the exact style, colour, and size must be available at the time of the request.

Approved price adjustments will be issued as store credit only.


Thank you for supporting our small business and choosing small-batch, thoughtfully made pieces.