Returns & Refunds

Last updated: 9 October 2026

KOVAIRA wants you to be happy with your order. This policy explains your rights to cancel, return and get a refund. It does not affect your statutory rights as a consumer.

Changed your mind? 14 days to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you (or someone you nominate) receive your items. If your order arrives in more than one delivery, the 14 days start from the day you receive the last item.

To cancel, email help@kovaira.com with your order number and the items you want to return. You can use the cancellation form at the bottom of this page, but you don't have to. Please contact us before sending anything back so we can give you the return address and next steps.

Once you have told us you are cancelling, you have a further 14 days to send the items back.

Condition of returned items

You may handle items as you would in a shop to check the size, fit and style. Please return them unworn and unwashed, with any tags attached, and packed so they are not damaged in transit. If an item has been handled more than is needed to check it, we may reduce your refund to reflect the loss in value.

Your refund

• We refund the price of the items and the cost of standard delivery. If you chose a faster delivery option, we refund the standard delivery cost only.
• Unless your item is faulty or incorrect, you pay the cost of sending items back. We recommend a tracked service and keeping proof of postage.
• We refund you within 14 days of receiving the items back, or of you giving us proof that you sent them, whichever is earlier.
• Refunds go back to your original payment method. We don't charge any fee for processing a refund.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, items must be as described, of satisfactory quality and fit for purpose. If something arrives faulty, damaged or not as ordered:

• Email help@kovaira.com with your order number and photos of the issue.
• Within 30 days of delivery, you are entitled to a full refund.
• After 30 days and up to 6 months, we will offer a repair or replacement first. If that isn't possible or doesn't fix the problem, you can have a refund.
• We cover return postage for faulty or incorrect items.

Exchanges

To change a size or colour, email us and we'll check availability. The quickest way is usually to return the original item for a refund and place a new order.

Orders outside the UK

If you live in the EU, you have the same 14-day right to cancel under EU consumer law. Any import duties or taxes charged by your country on a return are your responsibility unless the item is faulty.

Contact

KOVAIRA, 457 New Inn Lane, Stoke-on-Trent ST4 8BN, United Kingdom
Email: help@kovaira.com

Model cancellation form

(Complete and return this form only if you wish to cancel your order. You can copy it into an email.)

To: KOVAIRA, 457 New Inn Lane, Stoke-on-Trent ST4 8BN, United Kingdom, help@kovaira.com
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on / received on: [dates]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]