Koville attaches great importance to customer satisfaction and strives to provide customers with excellent service. We understand the importance of customer service in building and maintaining good customer relationships. Koville's team is committed to assisting and supporting you with any questions and needs.You can reach us via email at Kovilleofficial@bestcheer.com

For Non-Quality Issues:

Customers may request a return within 14 days of receiving the product.Corresponding shipping costs will be charged, but exchange requests within 14 days are free of charge.
Between 14 and 30 days after receipt, returns are not accepted, and exchanges will require shipping costs.
After 30 days, neither returns nor exchanges will be accepted.
After approval via email, you must provide a shipping label with tracking of your choice to our designated warehouse.

For Product Defects and Shipping Damage:
Koville will do its utmost to assist you and cover all necessary service costs.

All returns must be approved before being shipped back to us.

Once a return or cancellation request is approved, Koville will send a cancellation notification email to the customer. Products returned without our approval will not be refunded. Koville reserves the right to refuse all unplanned shipments.

To initiate this process, please obtain approval via email at Kovilleofficial@bestcheer.com before shipping, and include photos of the product.

Note: Koville is not responsible for any damage, loss or other incident in transit to the shipment returned by the customer. It is highly recommended to add additional shipping insurance for the returned parcels.

Returns for Non-Quality Issues:
Customers are responsible for the corresponding shipping costs. In some cases, exchanges may also require payment of shipping fees.

For Product Defects or Damage During Shipping to the Customer:
Koville will cover the necessary costs associated with the issue.

Customers may reject packages due to severe shipping damage (functionality that affects use such that the main structure of the product is significantly deformed in a way that affects its normal function in any way.) and open a case with the shipping carrier, Please contact us at Kovilleofficial@bestcheer.com. with photos or videos of proof to resolve missing and severely damaged parts or other quality-related issues. Our customer service team will help arrange a replacement.

Photos and/or videos are required as evidence in order for us to better understand the problem and effectively resolve it.

Note: The following conditions will be considered minor and will not apply to the free exchange or refund policy.

1. Minor damage to the outer packaging.

2. Due to the unique characteristics of our products, each item’s stone pattern and color may vary.
The texture and color are inherent to the stone type and do not qualify for free exchanges or refunds.

Note: We do not accept any shipping damage returns after 7 days of receiving the product and all shipping damage claims will be denied.

Product Color/Pattern Exchanges:
Exchanges are only applicable for products with the same appearance and size. If you wish to exchange for a different color or stone type, customers should contact our customer service in advance to reorder the desired color/stone and return the original product.

All exchange requests must comply with our return policy and receive prior approval from our customer service team via email. Free shipping does not apply to exchanged products, and any price difference due to color or stone type must be paid by the customer.

include, but are not limited to

1. Special orders

2. Used items, except for extreme cases of breakage/failure

3. Gift cards and freebie orders

Please note: Each of our partner stores has its own return and exchange policies and procedures. We do not accept returns for items purchased from partner stores. Please contact the store where the purchase was made to discuss their return policy.

Refunds will be processed within 2 days once the product is confirmed returned at our warehouse and inspected. If you did not receive the amount after 2 days, please check with your bank for further details. Some refunds may take longer to process than others. If you still do not receive your refund, please contact us.

Return address：

Note: All returns must be preapproved. Unauthorized returns will not be accepted or refunded. To initiate a return, please email us at Kovilleofficial@bestcheer.com with product photos for review.