Refund policy

Return and Refund Policy

Last updated: July 15, 2026

At Kovisy, customer satisfaction is important to us. If your order arrives damaged, defective, incorrect, or does not arrive, please contact us and we will work to resolve the issue in accordance with this policy.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at:

kovisy@jprimedigital.com

Please include:

Your order number;
A description of the issue;
Clear photographs or videos showing the item, packaging, shipping label, and damage or defect.

After reviewing your request, Kovisy may provide, as appropriate:

A replacement at no additional cost;
A full or partial refund;
Store credit.

A replacement will normally be our first proposed solution. However, the appropriate resolution may depend on the circumstances, product availability, and applicable consumer law.

Please do not return any item before contacting us and receiving return instructions. Returns sent without prior authorization may not be accepted.

Lost or Undelivered Orders

If your tracking information shows no delivery, or if your order appears to have been lost in transit, contact us at kovisy@jprimedigital.com.

We may first ask you to:

Verify the delivery address;
Check with household members or neighbours;
Contact the local delivery carrier;
Allow additional time where the carrier reports a delay.

If the order is confirmed as lost, we will normally arrange a replacement at no additional cost. Depending on the circumstances, we may instead offer a refund or store credit.

An order will not be treated as lost merely because it is delayed while still moving through the carrier’s network.

Change-of-Mind Returns

Unless required by applicable consumer law, Kovisy does not accept returns or provide refunds where:

You changed your mind;
You ordered the wrong product, colour, size, or quantity;
You no longer want or need the product;
The product was accurately described but did not meet personal preferences or expectations.

This section does not limit any mandatory cancellation, withdrawal, return, refund, warranty, or consumer rights available under the laws applicable to your purchase.

European Economic Area and Other Mandatory Consumer Rights

Customers located in the European Economic Area, United Kingdom, or other jurisdictions with mandatory consumer protection laws may have additional statutory rights, including a right to cancel certain online purchases within a legally defined period.

Where such rights apply, they take precedence over any conflicting provision in this policy.

Unless applicable law or Kovisy states otherwise, customers exercising a statutory change-of-mind return right are responsible for the direct cost of returning the product. The item must be handled only to the extent reasonably necessary to inspect its nature, characteristics, and functionality.

Certain products may be exempt from statutory withdrawal rights, including, where permitted by law, personalized goods, perishable goods, and sealed hygiene-sensitive products that have been opened.

Return Shipping

Where a return is approved because an item is damaged, defective, or incorrect, we will provide appropriate instructions.

Depending on the circumstances, we may:

Send a replacement without requiring the original item to be returned;
Provide a return address;
Provide or reimburse reasonable return shipping costs where required;
Offer another resolution permitted by applicable law.

Customers must not send products to the address shown on the original parcel unless specifically instructed to do so. Our suppliers and return facilities may be located in different countries.

Where a return is not caused by an error attributable to Kovisy and is accepted or legally required, the customer may be responsible for return shipping costs.

Non-Returnable Items

Unless applicable law requires otherwise, we cannot accept returns for:

Products showing signs of use, wear, misuse, or accidental damage;
Products damaged after delivery by the customer;
Items returned without all supplied components or accessories;
Items returned without the original packaging where the packaging is reasonably required;
Personalized or custom-made products;
Perishable products;
Opened hygiene-sensitive or personal-care products;
Gift cards;
Items returned without prior authorization.

Order Cancellations and Address Changes

Orders may be cancelled or amended only if the request is received before processing or fulfilment begins.

We cannot guarantee that a cancellation or address change will be possible after an order has been placed. Once an order has entered processing, been submitted to a supplier, or been shipped, it may no longer be cancelled.

Customers are responsible for providing a complete and accurate shipping address. Kovisy is not responsible for failed delivery caused by an incorrect or incomplete address supplied by the customer. Where possible, we will assist in contacting the carrier or arranging another delivery, but additional costs may apply.

Refused and Unclaimed Deliveries

If an order is refused, unclaimed, or returned because the customer failed to collect it or provided incorrect delivery information, any refund will be assessed after the parcel is returned and inspected.

Original shipping expenses, return shipping costs, carrier fees, customs charges, and other non-recoverable costs may be deducted where permitted by law.

Refunds

If a refund is approved, it will be issued to the original payment method whenever possible.

Please allow time for your bank, credit-card provider, PayPal, or other payment provider to process and display the refund. Processing times are controlled by the payment provider and may vary.

Original shipping charges, expedited shipping fees, duties, taxes, or other non-refundable costs will not be refunded unless required by applicable law or the refund results from an error attributable to Kovisy.

Late or Missing Refunds

If you have not received an approved refund:

Check your bank or payment account again;
Contact your card issuer, bank, PayPal, or payment provider;
Allow the provider’s stated processing period;
Contact us at kovisy@jprimedigital.com if the refund is still missing.

Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute. We are committed to investigating legitimate concerns and attempting to resolve them promptly.

Opening a chargeback while a refund, replacement, delivery investigation, or support case is already being processed may delay the resolution.

Policy Abuse and Fraud

Kovisy reserves the right to reject claims involving suspected fraud, altered evidence, repeated abusive behaviour, false non-delivery claims, or misuse of this policy, subject always to applicable law.