Return & Refund Policy

Last Updated: September 26, 2026

At KIORA, customer satisfaction is important to us. We want every customer to understand their options before making a purchase.

This Return & Refund Policy explains our return eligibility, refund process, cancellations, damaged or incorrect items, and other important conditions relating to purchases made through our store.

30-Day Return Policy

We accept eligible return requests within 30 days of delivery.

To be eligible for a return, the item must be:

• In the same condition in which it was received

• Unused and undamaged, except where the item arrived defective or damaged

• Returned with its original packaging where reasonably possible

• Accompanied by proof of purchase or an order number

Return requests submitted more than 30 days after confirmed delivery may not be eligible for a return.

How to Request a Return

To request a return, please contact us through the Contact Us page on our website or email us at contact.kiorastore@gmail.com.

Please provide:

• Your full name

• Order number

• The item you wish to return

• Reason for the return

• Photos of the item if it arrived damaged, defective, or incorrect

Our customer support team will review your request and provide return instructions if the return is approved.

Please do not send a product back without first contacting us and receiving return instructions.

Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within 30 days of delivery, provided that the item meets the eligibility requirements described above.

For returns that are not caused by a damaged, defective, or incorrect product, the customer is responsible for applicable return shipping costs unless otherwise required by law.

Original shipping charges, if any, are generally non-refundable unless required by applicable law.

Damaged or Defective Items

Please inspect your order when it arrives.

If your product arrives damaged or defective, contact us as soon as possible and provide:

• Your order number

• A description of the problem

• Clear photos of the product

• Photos of the packaging where relevant

Once we review and verify the issue, we may offer an appropriate resolution such as a replacement or refund, depending on the circumstances.

For an approved return involving an item that arrived damaged, defective, or incorrect, KIORA will cover reasonable return shipping costs where a return is required.

Incorrect Items

If you receive a product or variant that is different from what appears on your order confirmation, please contact us.

Provide your order number and clear photos showing the product received.

After verifying the issue, we will provide an appropriate resolution, which may include a replacement or refund.

Product Variants

Some KIORA products are available in different designs, sizes, quantities, colors, or variants.

Customers are responsible for reviewing their selected variant before completing checkout.

Receiving the correctly selected variant is not considered an incorrect-item shipment.

If the item received does not correspond to the product or variant shown on your order confirmation, please contact us so we can review the issue.

Seasonal Products

Many KIORA products are designed for winter sports and the ski season.

Seasonal products are subject to the same return eligibility requirements described in this policy unless a specific exception is clearly disclosed on the relevant product page before purchase.

A product does not automatically qualify for a refund solely because it arrived after a customer's personal event or preferred date when delivery occurred within the shipping terms disclosed at the time of purchase.

We recommend ordering seasonal products early enough to account for normal processing and delivery times.

Non-Returnable Items

For health, safety, or product-condition reasons, we may be unable to accept:

• Items that have been materially used, altered, or damaged after delivery

• Items returned without essential components

• Products showing misuse or damage caused after delivery

• Items specifically identified as final sale before purchase, where permitted by law

These restrictions do not limit any rights you may have under applicable consumer-protection laws for defective, damaged, or incorrectly supplied goods.

Return Shipping

For an approved return caused by a damaged, defective, or incorrect item, KIORA will provide instructions regarding the return and applicable shipping arrangements.

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise stated or required by law.

Customers should use a trackable shipping method when returning merchandise where reasonably possible.

KIORA cannot guarantee receipt of a return package that cannot be tracked.

Return Inspection

Once a returned item is received, we will inspect it to confirm that it meets the return requirements.

We will notify you regarding the outcome of the inspection.

If approved, the refund will be processed to the original payment method used for the purchase.

Refund Processing

Approved refunds are issued to the original payment method.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Please allow approximately 5–10 business days after the refund has been issued for it to appear. The exact timeframe depends on your financial institution.

If you have received confirmation from us that a refund was issued but have not received the funds after the applicable processing period, please contact your bank or payment provider first and then contact us if further assistance is required.

Partial Refunds

In certain circumstances, a partial refund may be appropriate, for example where an eligible returned product is missing components or has been damaged after delivery.

Any partial refund will be determined based on the condition of the returned product and applicable consumer-protection requirements.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment.

However, once an order has been processed, fulfilled, or shipped, we may no longer be able to cancel it.

If the order has already shipped, you may request an eligible return after delivery according to this Return & Refund Policy.

Address Errors

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error, contact us immediately.

We will attempt to update the address if the order has not yet entered fulfillment, but we cannot guarantee that changes can be made once processing or shipping has begun.

Orders that cannot be delivered because of an incorrect or incomplete address provided by the customer will be reviewed individually.

Refused or Unclaimed Deliveries

If a package is refused, unclaimed, or returned to sender, please contact us.

We will review the shipment and determine the appropriate next step based on the circumstances, carrier information, and applicable shipping costs.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

• Confirm the shipping address on your order

• Check around the delivery location

• Ask household members or neighbors whether they accepted the package

• Contact the shipping carrier for additional delivery information

If the package still cannot be located, contact KIORA with your order number and tracking information so we can review the situation.

Exchanges

If you would like a different product or variant, please contact us.

Where an exchange is available, our customer support team will provide instructions.

Availability of replacement products or variants cannot be guaranteed.

Duplicate Orders

Customers should review their cart and order information before completing payment.

If you accidentally place a duplicate order, contact us as soon as possible. If fulfillment has not started, we will make reasonable efforts to cancel the duplicate order.

Once an order has shipped, the standard return process may apply.

Refunds and Payment Disputes

We encourage customers to contact KIORA customer support first if there is a problem with an order or payment.

We are committed to reviewing legitimate customer concerns and providing an appropriate resolution under this policy.

Nothing in this policy limits a customer's rights with their card issuer, payment provider, or under applicable consumer-protection law.

Your Statutory Rights

This policy does not exclude, restrict, or replace any mandatory consumer rights that apply to your purchase.

If applicable law provides you with rights that are more favorable than the terms described in this policy, those legal rights will apply.

Contact Us

For questions regarding returns, refunds, cancellations, damaged products, incorrect items, or an existing order, please contact us through the Contact Us page on our website or email us at contact.kiorastore@gmail.com.

Please include your order number when contacting us about an existing purchase so that we can assist you efficiently.

KIORA GLOBAL LLC
5830 E 2nd St, Ste 7000 #38152
Casper, WY 82609, United States
Email: contact.kiorastore@gmail.com