Return & Refund Policy

At KOVA, we want your jewellery shopping experience to feel simple, smooth, and stress-free. Our pieces are made for Gen Z girls and boys who love stylish chains, bracelets, pendants, and everyday jewellery that completes their look.

Before placing an order, we always recommend checking product details, pictures, size, color, and style properly. Jewellery is a personal item, so returns and refunds are only accepted under the conditions mentioned below.

Return & Exchange Window

Our return and exchange policy lasts for 14 days from the date of delivery.

If 14 days have passed after your order was delivered, we may not be able to offer a return, exchange, or refund.

To be eligible for a return or exchange, the jewellery must be:

unused
unworn
undamaged
in the same condition as received
packed in its original packaging
returned with proof of purchase or order details

If the item shows signs of use, damage, scratches, missing parts, broken packaging, or improper handling, KOVA has the right to reject the return or exchange request.

When Can You Request a Return or Exchange?

You can contact us for return or exchange support if:

you received the wrong item
your item arrived damaged
your product has a manufacturing defect
your order is incomplete
you received a different color, style, or design from what you ordered

Please contact us as soon as possible after receiving your order so our team can review the issue quickly.

Items That Cannot Be Returned

For hygiene, quality, and safety reasons, some items may not be eligible for return or exchange.

Returns may not be accepted if:

the jewellery has been worn or used
the product is damaged due to customer handling
the item has scratches, bending, pulling, or broken parts after use
the jewellery was exposed to water, perfume, sweat, lotion, chemicals, or humidity
the original packaging is missing or damaged
the return request is made after 14 days
the item was purchased on sale, discount, clearance, or special offer

Sale items and discounted items are usually not refundable unless they arrive damaged or incorrect.

Refund Process

Once we receive your returned item, our team will inspect it carefully.

After inspection, we will notify you through email whether your refund request has been approved or rejected.

If your refund is approved, it will be processed through the available payment method or bank transfer. Our team may ask you for the required details to complete the refund process.

Please note that refunds may take some time depending on the payment method, bank processing time, or internal review.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account or payment method again.

After that, you may contact your bank or payment provider, as refunds can sometimes take extra processing time.

If you have checked everything and still have not received your refund, you can contact us at: kovajewels.pk@gmail.com

Return Shipping

To return your product, you will need to ship it to the address provided by KOVA through email.

Customers are responsible for return shipping charges unless the mistake was from our side, such as wrong item, damaged item, or missing product issue.

Shipping charges are non-refundable. If a refund is approved, return shipping or delivery charges may be deducted where applicable.

We recommend using a reliable and trackable courier service when sending your return. KOVA is not responsible if the returned parcel is lost, delayed, or damaged during shipping.

Damaged or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please email us within 24 to 48 hours of delivery.

Please include:

your order number
your full name
clear pictures or videos of the item
pictures of the packaging
a short explanation of the issue

This helps us verify the problem and offer the best possible solution.

Jewellery Care Reminder

KOVA jewellery is designed to add style to your everyday looks, but like all fashion jewellery, it needs proper care.

To keep your jewellery safe and long-lasting, avoid wearing it while showering, swimming, sleeping, working out, or playing sports. Keep it away from water, perfume, body spray, sweat, lotions, skincare products, harsh chemicals, and humidity.

Store your jewellery in a dry pouch, box, or clean safe place when you are not wearing it. Gently wipe it with a soft, dry cloth after use.

Damage caused by lack of care, regular wear, water exposure, perfume, sweat, chemicals, pulling, bending, or mishandling will not be considered a return or refund issue.

How to Request a Return or Refund

To request a return, exchange, or refund, email us at: kovajewels.pk@gmail.com

Please include your order number, issue details, and clear pictures or videos if needed.

Our team will review your request and guide you with the next steps.

Address

KOVA
House Number 362, DHA Phase, Lahore, Pakistan

Final Note

At KOVA, we want you to love what you receive. Our goal is to provide jewellery that feels stylish, wearable, and perfect for your everyday vibe.

If something is wrong with your order, reach out to us calmly with complete details, and we’ll do our best to help you with a fair solution.