Effective date: 15 September 2026
We want the returns process to be clear and practical. This policy applies to purchases made directly through kinervalabs.com and does not reduce any mandatory consumer rights that apply in your country.
1. Standard return window
You may request a return within 30 days after delivery. Contact info@kinervalabs.com before sending anything back so we can confirm the correct return instructions and return address.
2. Return condition
Unless the item is defective or applicable law provides otherwise, returned products should be in substantially the same condition in which they were received, clean, complete and with included accessories or packaging where reasonably possible. Products showing excessive use, deliberate damage or missing essential components may be refused or subject to an appropriate reduction in refund where permitted by law.
3. Hygiene-sensitive returns
KINERVA N1 is used in contact with the neck and skin. Where applicable law allows a hygiene exception for a product supplied in sealed packaging, the right to return for change-of-mind reasons may be limited after a hygiene seal has been broken. This does not affect rights relating to defective, damaged, unsafe or misdescribed products and does not override mandatory statutory withdrawal rights where the exception does not legally apply.
4. How to request a return
Email info@kinervalabs.com with:
- your order number;
- the email address used for the order;
- the item(s) you want to return;
- the reason for the return;
- photos if the item arrived damaged, defective or incorrect.
Do not send a return to the address printed on a carrier label unless our support team confirms that it is the correct returns facility.
5. Return shipping
For a change-of-mind return, the customer is normally responsible for return shipping unless applicable law requires otherwise or we explicitly offer free returns. If we confirm that you received the wrong item or that the product arrived damaged or defective, we will provide an appropriate remedy and, where required, cover reasonable return costs.
6. Damaged, defective or incorrect orders
Please contact us as soon as reasonably possible after discovering a problem. If practical, contacting us within 48 hours of delivery with clear photos of the parcel, label and item can help us investigate quickly, but this request does not remove statutory rights that apply for a longer period.
7. Refunds
Once an eligible return is received and inspected, we will notify you of the outcome. Approved refunds are sent to the original payment method. The payment provider or bank may take additional time to post the credit; a typical processing period is approximately 5–10 business days after the refund is issued.
Original delivery charges are normally non-refundable for change-of-mind returns except where required by law. Where mandatory withdrawal rules require reimbursement of standard outbound delivery, we will follow those rules.
8. Exchanges
Direct exchanges may not always be available because inventory is managed through fulfilment partners. Where an exchange is not practical, we may process an eligible return/refund and ask you to place a new order.
9. Order cancellations
To cancel an order before dispatch, email info@kinervalabs.com immediately. If fulfilment has already started or the parcel has shipped, cancellation may not be possible and the normal return procedure may apply.
10. Refused, unclaimed or incorrect-address parcels
Customers are responsible for entering an accurate delivery address. Additional carrier costs caused by an incorrect address, refusal or failure to collect a parcel may be deducted from a refund where permitted by law and where those costs were actually incurred.
11. Chargebacks
If there is a problem with an order, please contact us before opening a payment dispute so we have an opportunity to investigate and resolve it. This does not prevent you from exercising rights available through your bank, card issuer or applicable consumer law.
12. Contact
Returns and refund support: info@kinervalabs.com.