Returns, Exchanges & Refunds

At KIOVERA, we want you to feel confident when choosing headwear from our online store. Our collections include outdoor hats, cowboy hats, baseball caps, knitted hats, sports caps, and other selected hat styles.

This policy sets out the conditions and procedures for returns, exchanges, refunds, cancellations, and orders that arrive damaged, defective, incorrect, or incomplete.

1. Requesting a Return

Eligible return requests may be submitted within 30 days of the date your order is confirmed as delivered.

Before sending any item back, contact our customer support team at service@kiovera.com.

We will review your request, confirm whether the item qualifies, and provide the appropriate instructions and authorized return address. We may request proof of purchase, such as your order confirmation or order number.

Please wait for return approval before shipping your item. Unauthorized returns, or parcels sent to an address not provided by our team, may be delayed, declined, or unable to be processed.

Where to Send an Approved Return

The return destination may vary according to the product, fulfillment facility, customer location, warehouse arrangements, logistics requirements, and reason for the return.

Do not use our registered company address as a return destination unless customer support specifically instructs you to do so. The authorized address and shipping instructions will be provided after your request is approved.

2. Conditions for Change-of-Mind Returns

For returns based on personal preference, items should generally:

• Be unused or remain in like-new condition.

• Show no visible wear or customer-caused damage.

• Be free from stains, tears, and excessive stretching.

• Have no unauthorized alterations, modifications, or repairs.

• Include all originally supplied parts and accessories.

• Include any decorative elements supplied with the product.

• Include care information and product inserts where applicable.

• Be returned with their original protective packaging whenever reasonably possible.

These conditions are subject to exceptions for damaged, defective, incorrect, or incomplete items and any additional rights provided by applicable consumer law.

Hats and their components—including brims, crowns, knitted fabrics, trims, pom-poms, decorative details, straps, and closures—can be affected during transportation. Please pack them carefully.

A returned product may be inspected before a refund is approved.

3. Opened Packaging and Hats That Have Been Tried On

Opening the packaging does not automatically make a product ineligible for return.

Where permitted by law, we may assess the condition of preference-based returns that have been opened, handled, tried on, or used.

Returned items should not show evidence of:

• Excessive wear or improper use.

• Customer-caused tearing or other damage after delivery.

• Damage resulting from unsuitable washing or cleaning.

• Unauthorized repairs or alterations.

• Missing components.

• Improper storage.

• Excessive stretching.

For products subject to hygiene considerations, eligibility may depend on the extent of wear or use. Product-specific restrictions remain subject to applicable law and information disclosed before purchase.

If handling beyond what was reasonably necessary to inspect the product has measurably reduced its value, a refund adjustment may apply where legally permitted.

4. Possible Exclusions From Preference-Based Returns

Where applicable law allows, certain items may be excluded from change-of-mind returns. These may include:

• Personalized or custom-made products.

• Gift cards.

• Items clearly marked as final sale.

• Hygiene-sensitive products with restrictions disclosed before purchase.

• Products damaged through misuse or improper handling.

• Items altered or repaired without authorization.

• Products missing important parts because of customer handling.

• Items specifically identified as non-returnable before purchase.

Any product-specific exclusion will appear on the relevant product page or be communicated before return approval. Where advance disclosure is required, the restriction remains subject to the information provided before purchase.

These exclusions do not restrict statutory consumer rights that cannot legally be excluded.

5. Reporting Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your KIOVERA order as soon as reasonably possible after delivery.

Check outdoor hats, cowboy hats, baseball caps, knitted hats, sports caps, and any styles featuring decorative trims, pom-poms, attached ornaments, adjustable straps, or fastening details.

Contact us promptly if an item arrives torn, damaged, defective, incorrect, incomplete, missing accessories or decorative elements, or significantly different from the variation ordered.

To help us assess the issue, we may ask for:

• Your order number and the product name.

• Clear photographs of the item.

• Photographs of the inner packaging and outer parcel.

• A photograph of the shipping label.

• A short video when the problem is easier to demonstrate visually.

Photographs or videos can be particularly useful for loose stitching, open seams, detached decorations, damaged closures, missing trims, torn fabric, deformation, or other construction-related problems.

After reviewing your information, we will explain the appropriate resolution based on the circumstances, this policy, and applicable consumer law.

Reasonable Checks Before Arranging a Return

For some concerns, our team may suggest basic checks appropriate to the product, such as:

• Reviewing the care instructions.

• Confirming that detachable components are properly secured.

• Checking the position of an adjustable strap, tie, or fastening.

• Reviewing sizing and fit information.

• Checking whether packaging has temporarily affected the shape of a knitted or other soft hat.

If the item appears structurally damaged, torn, defective, or unsuitable for normal wear, we may request photographs or additional details.

You are not required to continue wearing or using an item that appears damaged or unsuitable for normal use.

6. Return Shipping and Original Delivery Charges

Returns Based on Personal Preference

Where permitted by applicable law, customers are generally responsible for return shipping costs when the reason is unrelated to an error by KIOVERA.

Examples include changing your mind, selecting an unsuitable size, choosing the wrong color or style, no longer wanting the hat, or deciding it does not match your styling preferences.

Returns Involving a Product or Order Problem

We will provide appropriate instructions if KIOVERA confirms that the product was damaged in transit, is defective, was incorrectly supplied, is incomplete, or otherwise qualifies for seller-paid return shipping under applicable law.

Please do not arrange unusually expensive shipping or independently return an item before receiving instructions from customer support.

Original Shipping Fees

Original delivery charges are generally not refundable for preference-based returns unless:

• KIOVERA agrees otherwise.

• The return results from an error by KIOVERA.

• The product arrived damaged or defective.

• The wrong item was supplied.

• Applicable law requires reimbursement.

7. Packing Your Return

Package the item securely to help prevent damage during its return journey.

Whenever reasonably possible, include everything originally supplied:

• The hat itself.

• Decorative details and detachable accessories.

• Ties, straps, closures, or fastening components.

• Product inserts and care information.

• Protective materials.

• Original product packaging.

• Any other included components.

Protect hat brims, crowns, knitted fabrics, trims, and other delicate parts against snagging, crushing, excessive movement, moisture, staining, stretching, deformation, and friction during transportation.

For preference-based returns, customers are responsible for appropriately packaging the item before sending it.

International Return Shipments

International returns may require additional shipping charges, customs procedures, carrier requirements, documentation, and longer transportation periods.

Please contact KIOVERA before arranging an international return, and take particular care to protect shaped hats, knitted materials, and decorative components.

Except where responsibility cannot legally be excluded, KIOVERA is not responsible for unnecessary customs charges, extra shipping costs, or other expenses caused by returning an item without following the instructions supplied by our team.

8. Inspection After Receipt

Once a return reaches the authorized location, we may inspect it to confirm:

• The product’s identity and return eligibility.

• Its overall condition and the stated reason for return.

• The presence of supplied accessories and components.

• The condition of stitching, seams, knitted or other hat fabrics.

• The condition of decorative elements, trims, and closures.

Permission to return an item does not automatically mean that a refund has been approved. A final decision may be made after the product has been received and inspected.

9. Missing Components and Potential Refund Adjustments

Where allowed by law, a refund may be reduced if the return is missing items originally supplied with the product.

These may include decorative trims, detachable ornaments, ties, fastening components, accessories, product inserts, care information, protective packaging, or other included parts.

A reasonable deduction may also apply where the product has lost value because of:

• Excessive use or visible wear.

• Customer-caused tears or stains.

• Improper washing or handling.

• Unauthorized repairs or alterations.

• Damage occurring after delivery.

• Missing accessories or components.

Each adjustment will be assessed individually according to the item’s condition, the circumstances of the return, and applicable legal requirements.

10. Processing an Approved Refund

After a return has been inspected and approved, the refund will generally be issued to the original payment method.

Once KIOVERA submits the refund, additional time may be needed by your bank, card issuer, payment processor, payment provider, or another financial institution.

These processing periods vary between providers and are outside KIOVERA’s direct control.

11. Exchanging a Product

Exchanges depend on current stock availability.

KIOVERA hats may be offered in different colors, patterns, sizes, textures, designs, styles, and other variations. As inventory changes, the exact replacement requested may not always be available.

If a direct exchange cannot be arranged, the practical alternative may be to:

1. Request a return for the eligible item.

2. Complete the authorized return process.

3. Place a new order for the preferred style, size, color, or variation.

Contact customer support before shipping any product back for exchange.

12. Order Cancellation Requests

To request cancellation, email service@kiovera.com as soon as possible after placing your order.

We will make reasonable efforts to process the request before fulfillment begins. Cancellation may no longer be possible once an order has entered processing, picking, packing, protective packaging, fulfillment, shipment preparation, or dispatch.

If the order has already shipped, you may need to wait for delivery and then follow the applicable return procedure.

Refunds Following Successful Cancellation

If cancellation is successful after payment has been processed, the applicable refund will generally be returned to the original payment method or another method permitted by the relevant payment provider.

Your financial institution may require additional time before the refund appears in your account.

13. Refused, Unclaimed, or Returned-to-Sender Parcels

Refusing a delivery does not automatically qualify the order for a full refund.

If a parcel is refused, left unclaimed, or returned to the sender, please contact KIOVERA. We may review its delivery status, carrier fees, the condition of the returned parcel and product, return eligibility, and any other relevant circumstances.

Where legally permitted, reasonable shipping or return expenses may be deducted from a preference-based refund if those costs arose because an otherwise valid delivery was refused or not accepted.

14. Statutory Consumer Protections

This policy supplements applicable consumer protections and does not replace them.

Depending on your country, state, province, or region, you may have additional legal rights concerning defective or nonconforming products, damaged goods, repairs, replacements, returns, refunds, cancellations, or withdrawal from a purchase.

Nothing in this policy waives, removes, or restricts rights that cannot legally be excluded. Where mandatory consumer law provides greater rights, those statutory protections continue to apply.

15. Contact and Company Details

For assistance with a return, exchange, refund, cancellation, damaged or defective hat, incorrect item, or incomplete order, contact our customer support team.

Please include your order number and the email address used to place the order.

For concerns involving hat fabrics, brims, crowns, stitching, decorative trims, closures, or other components, please also provide clear photographs of the product and its packaging.

Detail	Information
Brand	KIOVERA
Website	kiovera.com
Legal Entity	Zhengzhou Yunju Network Technology Co., Ltd.
Registered Address	Room 1102, Unit 2, Building 13, Dongyuan Mantingfang, No. 52 Wenbo Road, Dongfeng Road Subdistrict, Zhongmou County, Zhengzhou City, Henan Province
Customer Support Email	service@kiovera.com

For your security, never send full payment card numbers, CVV codes, banking passwords, or other sensitive account credentials by email.

kiovera.com is operated by Zhengzhou Yunju Network Technology Co., Ltd.