Return and Refund Policy

Kiva Wellness Return and Refund Policy

At Kiva Wellness, we want you to be completely satisfied with your purchase. If you’re not happy, we're here to help. Please review our return and refund policy below for full details.

Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

Eligibility for Returns

To be eligible for a return, the item must meet the following criteria:

●     The item must be unused and in the same condition that you received it.

●     It must be in its original packaging.

●     A receipt or proof of purchase is required.

●     Return shipping costs are the responsibility of the customer.

To initiate a return, please contact us at support@kivawellness.com.au. Once your return is approved, we will provide you with detailed instructions on how and where to send your item.

●     Items returned without prior approval will not be accepted.

●     For returns due to a change of mind, you will be refunded the full cost of the product minus shipping expenses (which will be detailed in a formal invoice from our delivery partner) along with a 5% restocking fee.

If you have any questions about returns, feel free to contact us at support@kivawellness.com.au.

Damaged or Incorrect Items

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately at support@kivawellness.com.au.

●     Provide your order number and clear photos of the issue.

●     We will assess the issue and resolve it as quickly as possible, which may include a replacement or repair.

Non-Returnable Items

We cannot accept returns for the following:

●     Sale items

●     Gift cards

●     Used items that are not faulty

Exchanges

If you would like to exchange an item, the fastest way is to return the original item following the process above. Once your return is accepted, you can place a new order for the replacement item.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

●     If approved, the refund will be processed to your original payment method within 10 business days.

●     Please note that it may take additional time for your bank or credit card company to process the refund.

●     If more than 15 business days have passed since we approved your refund, please contact us at support@kivawellness.com.au.

Weather Damage

Please note that our Rise, Radiance, Rejuvair and Reset saunas and reformers are not weatherproof.

●     They are designed to be used indoors or undercover outdoors, away from direct exposure to natural elements.

●     We do not accept refunds or returns for products damaged due to weather or water damage from other sources ie Swimming Pools, Spa’s or ice baths.

 

Warranty Claims

If you believe your product has a fault or manufacturing defect, please visit our Warranty Page for details on how to submit a claim.

●     Provide your order number and a clear description of the issue.

●     Include supporting photos or videos (if applicable).

If the issue is confirmed as a manufacturer’s fault, we will provide a fair and reasonable solution, which may include:

●     A technician’s review

●     A repair

●     Replacement of parts or the product

For any questions or assistance, please reach out to us at support@kivawellness.com.au. We’re here to help!