Refund policy

30-Day Money Back Guarantee

We want you to love your Kuvola mask. If there are any issues, here is how returns work.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

This 30-day window also satisfies the EU “right of withdrawal” period.

To exercise your right to return, you must notify us (via email or our website contact form) within 30 days of delivery. After your return is approved, you have 30 additional days to send the item back.

2. Eligibility & Hygiene Exception

Because the Kuvola mask is a product used around the mouth and nose, it is treated as a hygiene-sensitive item. Therefore returned items cannot be resold.

3. How to Request a Return

To request a return, contact us at support@kuvola.com with:

• Your order number
• Reason for return (optional)
  

We will respond with:

• Return authorization
• Instructions on how and where to send your package
• The return address for your shipment

Items sent back without first requesting and receiving return approval will not be accepted.

4. EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 30 days without giving any reason. The withdrawal period begins on the day you (or a third party you nominate) receive the last item of your order. If the 30-day period ends on a weekend or public holiday, it is extended to the next working day.

How to exercise your right of withdrawal

You can initiate a return or cancellation directly from your account — go to Orders and follow the steps there. You may also contact us at support[at]kuvola.com before the withdrawal period expires.

Refunds

We will refund all payments received from you, including standard delivery costs, within 30 days of receiving your returned goods or proof that you have sent them back, whichever comes first. We will use the same payment method you used for the original transaction.

Return shipping

You are responsible for the direct cost of returning the goods. We estimate this cost at approximately €15

5. Refunds

We aim to process approved refunds within 10 business days of receiving your return. Your bank or card issuer may require additional time to post the refund.

If more than 15 business days have passed since we confirmed your refund was approved and processed, please contact us at support@kuvola.com.

6. Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please:

• Inspect your order upon delivery, and
• Contact us at support@kuvola.com within 7 days of delivery with your order number and clear photos of the issue.

If we determine that the item was damaged in transit or an error was made on our side:

• We will repair, replace, or refund the item at our discretion.
• We will cover reasonable return shipping costs where a return is required.
• No restocking fee will be applied in these cases.

For any questions about returns, you can always contact us at support@kuvola.com.