Return Policy

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 sales@koville.com

Contact sales@koville.com to request return approval before sending an item back. Review our Refund Policy for eligibility, deadlines, and applicable costs.

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

Once a return request is approved, Koville will email the return instructions. 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 sales@koville.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 sales@koville.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.

Shipping damage claims must be reported within 14 calendar days of receiving the product. Please contact sales@koville.com and provide photos or videos of the damage.

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.

Once the warehouse confirms receipt of the returned item, we will process the refund within 7 business days. After we issue the refund, it may take 7–15 days to appear on your original payment method. If it has not appeared after that period, please contact us.

Note: All returns must be pre-approved. Unauthorized returns will not be accepted or refunded. To initiate a return, please email us at sales@koville.com with product photos for review.