Effective date: 20 October 2026
This policy explains how The Kavelle handles requests for returns, replacements, cancellations, and refunds for purchases made through the-kavelle.com. We aim to assess genuine concerns fairly and in accordance with applicable law.
1. When You May Request a Return or Resolution
You may contact us to request a return, replacement, repair where appropriate, or refund if:
The item delivered is damaged or defective.
You receive an item different from the one ordered.
An item or component is missing from the order.
The item materially differs from its description on our
website.An order has not been delivered and the circumstances justify
cancellation or another resolution.You have another valid concern covered by applicable
law.
We assess each request based on the issue reported, the product involved, the information available, and any rights or remedies required by applicable law.
2. How to Report a Problem
Please contact us as soon as reasonably possible after discovering a problem. For visible damage, incorrect items, or missing components, we recommend reporting the issue within 48 hours of delivery so we can investigate promptly. This recommended reporting period does not limit any mandatory rights you may have under applicable law.
When contacting us, please provide:
Your order number or purchase reference.
The name of the product and a description of the issue.
Photographs or video showing the item, packaging, label, damage,
or discrepancy, where relevant.Your preferred resolution, such as a replacement or
refund.
Keep the product and its packaging until we advise you on the next steps. Please do not send an item back before receiving return instructions, unless we expressly direct you otherwise.
3. Return Eligibility and Product Condition
Where a return is appropriate, we may ask that the product be returned with its accessories, manuals, parts, and original packaging where available. Items should not be further damaged or used beyond what is reasonably necessary to inspect them. We may inspect returned products to verify the reported issue.
Some health, beauty, personal-care, hygiene-sensitive, or safety-related items may be subject to additional return conditions where lawful and disclosed before purchase. These conditions do not remove remedies that cannot lawfully be excluded, including remedies for defective, incorrect, or misdescribed goods.
4. Change-of-Mind Returns
If you change your mind, order the wrong product, or no longer need an item, a return or refund is not automatic. We may consider such requests depending on the product, its condition, whether it has been opened or used, and whether it can be resold safely. For an approved change-of-mind return, you may be responsible for return delivery costs where lawful and disclosed.
This section does not apply where a product is defective, incorrect, materially misdescribed, or where a return or refund is otherwise required by law.
5. Damaged, Defective, Incorrect, or Incomplete Orders
If you receive a damaged, defective, incorrect, or incomplete order, contact us with the details and supporting evidence. Depending on the circumstances and applicable law, we may arrange collection or return, supply a missing component, replace the product, repair it where appropriate, or issue a refund.
Please retain the packaging and delivery documentation while we review the issue. Avoid attempting repairs or modifications before contacting us if doing so could worsen the problem, unless action is necessary to prevent immediate damage or a safety risk.
6. Return Shipping and Collection
Where we confirm that a product was damaged before delivery, defective, incorrect, materially misdescribed, or otherwise eligible for a remedy at our expense, we will explain the return or collection arrangement and any applicable cost before proceeding. For approved change-of-mind returns, the customer may be responsible for return shipping where lawful and disclosed.
Large or bulky home items may require a special collection arrangement. We will communicate the process and any applicable charges before collection is booked.
7. Refund Method and Processing Time
Once a refund is approved, we will normally seek to return the funds through the original payment method where supported. If that is not possible, we will contact you to agree on a reasonable alternative consistent with applicable law and payment-provider requirements.
We aim to initiate approved refunds within 5–10 business days after approval or, where inspection is required, after the inspection is completed. The time it takes for funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution. We will communicate if additional time is reasonably required.
The refund amount, including whether delivery charges are refundable, depends on the reason for the refund, the circumstances of the order, and applicable law. We will explain the calculation when confirming the refund.
8. Order Cancellations
If you wish to cancel an order, contact us as soon as possible. We will try to stop processing or dispatch if the order has not progressed too far. Once an order has been dispatched, the request may need to be handled as a return. If we cannot fulfil an order, we will inform you and arrange any refund due.
9. Items Restricted from Change-of-Mind Returns
Certain products may not be eligible for change-of-mind returns due to hygiene, safety, customisation, perishability, or other product-specific reasons, where such restrictions are lawful and disclosed before purchase. These restrictions do not remove rights or remedies that apply to defective, incorrect, or misdescribed products under applicable law.
10. Review of Requests
We may reasonably investigate a request where details are inconsistent or there are concerns about misuse or fraud. We may decline a request that is not supported by the facts or is outside this policy, provided that we do not deny a remedy required by applicable law.
11. Contact Us
For return, replacement, cancellation, or refund requests, contact The Kavelle using the details below.
Website: https://the-kavelle.com
Telephone: +234 701 313 9439
Address: 4 Ugochukwu Emehelu Street, off Ogunlade Street, Alimosho, Lagos, Nigeria
12. Policy Updates
We may update this policy to reflect changes in our products, operations, payment services, or legal requirements. The effective date at the top of this page identifies the current version. Updates will be published on our website.