Happiness Guaranteed!

Up to 60 days to return if you're not entirely happy with your purchase

We want you to be happy with your Kivo device. If you're not and would like to return your device, here are your options:

Panels (Vital, Elite, Pro)

• You have up to 60 days to return your panel
• If you return your Panel within 7 calendar days this is free
• If you return your Panel within 30 calendar days there is a $50+10% restocking fee
• If you return your Panel within 60 calendar days there is a $50+20% restocking fee

Mini 

• You have up to 30 days to return your Mini
• If you return your Mini within 7 calendar days there is a $25 restocking fee
• If you return your Mini within 30 calendar days there is a $25+10% restocking fee
  

Face, Face + Neck

• For hygienic reasons, Face and Face + Neck mask combinations cannot be returned if they are used. If they have not been used, then you can return your mask within 30 days for a full store credit, or within 7 days for a refund (10% restocking fee).

Accessories

• You have up to 10 days to return any accessories

All products returned must be as in new condition, with all of the original packaging in undamaged condition, all user guides, accessories (such as googles or door hangs), and anything else you received as part of your purchase (including any bundle or free items) must be returned in one shipment. It must be securely repackaged in suitable packing and returned at your expense - if you choose to not purchase insurance, you are responsible for the item until it is signed for at our returns location.

If an item is deemed to be unsuitable for resale, which is at our discretion, you have the option of either having the item returned to you at your expense, or receiving a 50% credit against your next purchase.

Credit Purchases: If you have purchased any product or service on Credit or via an Instalment Plan through a provider such as Klana, Affirm, Shop.pay etc then any cost to administer than plan that isn't refunded from the provider will be deducted from the refunded amount. 

Final Sale: Any item marked as clearance or final sale, cannot be returned or refunded.

Custom Orders: Any products purchased on special order, i.e. those not carried as regular stock items - cannot be returned. Custom orders are any panel that is a series 1500 and above. Once you place your order, there is approximately 24 hours before these are then put into a production queue, and orders cannot be cancelled.

Cancelling Orders: You can cancel any in-stock order that has not been shipped to you at any time, or you can cancel a custom order before the products enter into production. We will issue a refund deducting any costs from the total amount.

Tariffs, Taxes, or Duties: If any return shipment has tariffs or taxes or duties or fees applied or COD, we will refuse the return. 

Shipping Costs: Our products to you may be shipped free of charge, with the shipping included in the price. Any refund will have the shipping costs deducted from the refund amount.

Costs: Any costs incurred in processing your order will be deducted from the refund amount. For example, if you cancel your order, we are charged 3% from our processing platform, any amount will be refunded minus this amount, unless you opt for store credit.

Store Credit: If you opt for store credit, you will receive the full amount

YOU MUST COMPLETE A RETURNS FORM WE SEND YOU AND SEND THE ITEM TO THE ADDRESS ON THAT FORM WITH THE RETURNS NUMBER ON THE OUTSIDE OF THE BOX.

If any of these conditions are required and not met, we will be unable to fully and quickly process your return.