Satisfaction guarantee
You have 60 days from receiving your order to decide whether the product is right for you. No stress. No pressure. Take your time.
Unused product — full refund
If the product is still sealed and unused in its original packaging, contact us within 60 days for a full 100% refund. We'll provide a prepaid return label and process your refund within 10 business days of receiving the item.
Used or unsealed items
For health and hygiene reasons, we can't accept returns on products once the seal has been broken or the item has been used. This applies to every product we sell, and it's why we ask you to check the product is right for you before opening it. This doesn't affect your rights if an item is faulty, damaged or not as described — see below.
Damaged or faulty product
Please check your order as soon as it arrives. If your item is damaged or faulty, or if you've received the wrong product, contact us straight away at support@mykelva.com. We'll send a replacement or refund you in full — whichever you prefer. This applies whether or not the item has been opened. Return postage is on us. No waiting around.
Your rights in the United Kingdom
If you're in the UK, you have a statutory right to cancel your order within 14 days of receiving it, without giving a reason, and a further 14 days to return the item. This applies in addition to our 60-day guarantee. Because our products are sealed for health and hygiene reasons, this right doesn't apply once the seal has been broken. Separately, if an item is faulty, you have 30 days from delivery to reject it for a full refund under the Consumer Rights Act 2015.
Your rights in Australia, New Zealand and Canada
Nothing in this policy limits the rights you have under your local consumer law. In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law: you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they aren't of acceptable quality. In New Zealand, the same applies under the Consumer Guarantees Act 1993. Our 60-day guarantee sits on top of these rights — it never replaces them.
Refund processing
Refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear in your account, as processing times vary by bank. If more than 15 business days have passed since your refund was approved, please contact us at support@mykelva.com.
Discretion and confidentiality
All orders ship in discreet, neutral packaging with no indication of the contents. Refunds appear on your statement under our payment processor's name — not the product or brand name. Your privacy is protected at every step.
Contact
For any questions, you can reach our support team at support@mykelva.com. We reply within 24 hours, 7 days a week.
