Returns Policy

Kovena
Email: kovenashop@gmail.com
Website: kovena.nl

Last updated: 28 September 2026

1. Returns

At Kovena, it's important to us that you are happy with your order. If you are not satisfied with your purchase, as a consumer you have the right to cancel your order within 14 days of receipt without giving a reason.

After notifying us of your cancellation, you then have a further 14 days to send the product back.

The right of withdrawal applies to consumers who make a purchase via our webshop, with the exception of products for which the law provides an exception to the right of withdrawal.

2. How do I request a return?

Would you like to exercise your right of withdrawal? Send us a message on WhatsApp within 14 days of receiving your order:

WhatsApp: +31 6 45736991

Can't use WhatsApp? You can also email kovenashop@gmail.com.

Please include in your message, where possible:

Your full name
Your order number
Which products you want to return
The date you received the order
If possible, the reason for the return (this is not required)

You can also use the statutory model withdrawal form.

Once we have received your return request, we will send you instructions for returning your order.

Please note: do not simply send a product back to an address shown on the packaging or shipping label. Use only the return address and return instructions you have received from Kovena.

3. Conditions for returns

During the cooling-off period, you may inspect and assess the product as you would be allowed to in a physical shop.

When returning an item, we ask that you:

return the product in its original condition as far as possible;
send it back complete with any accessories and extras;
send it back in the original packaging where reasonably possible;
do not use or damage it unnecessarily.

You are only liable for any diminished value of the product if it results from use beyond what is necessary to assess the nature, characteristics and functioning of the product.

4. Return costs

The direct costs of sending a product back are borne by the consumer, unless Kovena states otherwise.

Kovena does not reimburse these return costs for a standard return, for example because of a wrong choice, a change of mind or any other reason where the product complies with the contract.

If the product was delivered incorrectly, damaged or faulty, please contact us first at kovenashop@gmail.com. In such cases, we will work with you to find a suitable solution. The consumer's statutory rights remain fully intact.

5. Refunds

After a valid withdrawal, we will refund all payments received, including the cost of the original standard delivery.

If you chose a more expensive shipping method than our cheapest standard delivery when placing your order, the extra cost of that more expensive method will not be refunded.

We will refund the amount within 14 days of receiving notification of the withdrawal.

We may wait to refund until:

we have received the returned product; or
you can show that you have sent the product back,

whichever happens first.

The refund is made using the same payment method as the original payment, unless agreed otherwise with you. No additional fees are charged for the refund.

6. Wrong, damaged or faulty product

Have you received the wrong product, did your order arrive damaged, or does the product have a defect?

Please contact us as soon as possible at:

kovenashop@gmail.com

Include your order number and, if possible, add clear photos or videos of the problem.

We will assess the situation and let you know about the next steps. Depending on the situation, this may be, for example, a free replacement, a repair, a refund or another legally appropriate remedy.

Important: if a product does not comply with the contract, you can exercise your statutory rights regarding conformity and warranty. These rights are separate from the voluntary returns policy and the statutory right of withdrawal.

7. Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply in every situation. To the extent permitted by law, the right of withdrawal may be excluded for, for example:

Products made to the consumer's specifications or clearly personalised for a specific consumer.
Products that, for health protection or hygiene reasons, are not suitable for return if the seal has been broken after delivery.
Products that, by their nature, are irreversibly mixed with other products after delivery.
Other products or services for which an exception to the right of withdrawal applies under the applicable legislation.

If an exception applies, this will be clearly stated at the relevant product before you place your order.

8. Exchanges

Kovena does not offer an automatic right to exchange a product directly.

Would you like a different size or colour, for example? If the right of withdrawal applies, you can return the original product and then place a new order.

This does not apply to a product that has been delivered incorrectly or is faulty. In that case, please contact us first at kovenashop@gmail.com.

9. Return address

Returns must be sent to the return address that Kovena provides after receiving your return notification.

Because orders at Kovena may be processed by different logistics partners, the return address may differ per order.

Therefore, never send a return on your own initiative to an address shown on the original packaging.

10. International orders

Kovena may deliver orders to consumers in various countries within the European Union.

For consumers within the EU, the applicable statutory consumer rights, including the statutory right of withdrawal, continue to apply to the extent required by law.

Where Kovena actively targets consumers in other EU member states, mandatory consumer protection rules of the consumer's country may apply in addition to Dutch law. This returns policy does not limit such statutory rights.

11. No waiver of statutory rights

This returns policy is not intended to limit statutory consumer rights.

Where mandatory consumer law gives the consumer more protection than is stated in this returns policy, those statutory rights continue to apply in full.