Return Policy

Except where applicable law gives you a right to cancel or return, KIVIVO does not accept returns, exchanges or refunds for non-quality reasons, including a change of mind. This restriction does not affect mandatory withdrawal rights or your rights concerning faulty, damaged, incorrect or misdescribed goods.

For assistance or to notify us of a return or cancellation, email [support@kivivo.shop].

1. Non-quality returns

Outside any applicable statutory right, we do not offer voluntary returns because you no longer need an item, prefer another model, find a lower price or select a product that does not meet a requirement accurately disclosed before purchase.

If our description was inaccurate, an agreed compatibility requirement was not met, an item is faulty or a statutory withdrawal right applies, your request will be handled under the relevant sections below. We do not treat every compatibility complaint as a non-quality issue.

2. Faulty, damaged, incorrect or misdescribed items

Contact us if your router arrives damaged, is the wrong item, develops a fault for which we are legally responsible or materially differs from its description. Provide your order number, a description of the issue and, where reasonably available, relevant photos or a short video. Do not send passwords or SIM security codes.

We may offer reasonable troubleshooting or request an assessment to identify the appropriate remedy. Depending on the circumstances and applicable law, your remedy may be a repair, replacement, price reduction or refund, including a right to reject the goods where the law provides one. Any required remedy will be provided without charge, within the applicable time and without undue inconvenience.

We cover the necessary return costs for a valid faulty, damaged, incorrect or misdescribed item claim. Contact us to arrange suitable return shipping; we will not require you to bear costs that the law places on us.

For qualifying UK consumer purchases, the statutory short-term right to reject faulty goods generally lasts 30 days, subject to applicable law; we do not require repair first where you are entitled to exercise that right.

Please report issues promptly. There is no separate 7-day or 14-day reporting cutoff under this policy that removes your statutory rights. For EU consumers, a legal guarantee generally applies for at least two years; applicable national law may provide different or additional protection. This policy does not itself shorten the guarantee for secondhand goods.

Disclosed and lawfully accepted cosmetic wear, or damage caused solely by misuse, an unsuitable power supply or a later modification, is not a defect for which we are necessarily responsible. Such circumstances do not remove rights relating to an unrelated defect.

3. Statutory withdrawal: qualifying EU/EEA and UK consumer purchases

If your purchase is covered by an applicable statutory distance-selling withdrawal right, you may cancel without giving a reason within **14 calendar days after the day you, or a person you nominate other than the carrier, receives the goods**. For goods from one order delivered separately, the period normally begins after receipt of the last item. Any longer period or other protection required by applicable law takes priority.

To exercise this right, notify us clearly before the deadline by emailing **[support@kivivo.shop](mailto:support@kivivo.shop)** or sending another clear statement using the business contact details on our Contact Us page. You may use the optional email wording at the end of this policy, but are not required to do so. A clear and timely notice is effective without our prior approval, a return authorization number or a reply from us.

After giving notice, send the goods back without undue delay and no later than **14 calendar days after you notify us**, unless we have agreed to collect them. Keep proof of dispatch. Contact us promptly for routing instructions if needed; doing so is not a condition of a valid withdrawal.

For a change-of-mind withdrawal, you pay the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law permits it. We pay necessary return costs for valid defect or non-conformity claims as described above.

4. Refunds following statutory withdrawal

For a full-order withdrawal, we refund the item price and the cost of our least expensive standard outbound delivery option. An extra amount paid for an upgraded delivery service is not refundable unless required by law. For partial returns, delivery charges are refunded as required by applicable law.

We issue the refund without undue delay and no later than **14 calendar days after receiving your withdrawal notice**. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence that they were sent back, whichever occurs first, where permitted by law.

Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your bank or payment provider may take additional time to display the credit; this does not extend our legal deadline for issuing it.

We do not charge a flat restocking fee for a statutory withdrawal. Where legally permitted, a deduction may reflect an actual reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will explain any such deduction. Opening the packaging or reasonably inspecting a router does not automatically remove the right to withdraw.

5. Preparing a return

Return the router and the accessories supplied with it, using secure packaging. Use the original packaging if available; its absence does not automatically invalidate a statutory claim. Do not include your SIM card, personal accessories or items that were not part of the purchase.

Where practical and safe, remove saved Wi-Fi credentials and other personal settings using the documented reset process. If a fault prevents this, tell us rather than attempting a repair or modification that could worsen the problem.

**Return addresses are provided individually by our customer support team. Email [support@kivivo.shop] for the correct address and shipping instructions.** Do not send goods to an address shown on a parcel label unless we have confirmed it accepts your return.

We will provide the information needed to arrange a return promptly. Asking for routing instructions does not change the date of a valid statutory withdrawal notice, and a delay in our reply will not be used to take away a statutory right.

6. Optional cancellation email

To: support@kivivo.shop

Subject: Withdrawal notice — order [your order number]

I hereby give notice that I withdraw from my contract of sale for the following goods:

- Goods / order number:
- Ordered on / received on:
- Consumer name:
- Consumer address:
- Date:

You may instead send any clear statement of your decision to withdraw.