Returns, Exchanges & Warranty

Last updated: May 27, 2026

1. Return Period

Customers may request a return within 30 calendar days from the date the order is delivered.

To be eligible for a return, the product must meet the conditions described in this policy.

2. How to Request a Return

To request a return, you must contact us within the specified period by writing to support@kixvory.com and including:

• Full name.
• Order number.
• Email used in the purchase.
• Product you wish to return.
• Reason for return, if you wish to indicate it.

We will respond with instructions for completing the return.

3. Conditions for Accepting a Return

For us to accept a return, the product must be in appropriate condition:

• Unused.
• No damage caused by the customer.
• With original packaging, tags, labels, or accessories, when applicable.
• With all items included in the order.

We reserve the right to reject returns of products that show signs of use, wear, dirt, damage, odors, improper handling, alterations, missing components, or packaging damage caused after delivery.

4. Products That Cannot Be Returned

For legal, hygiene, or operational reasons, there may be exceptions to returns in certain cases, including:

• Products that have been used, worn, washed, damaged, or altered.
• Products returned without original packaging, tags, labels, or accessories, when applicable.
• Products damaged by improper use, incorrect handling, poor maintenance, or normal wear and tear.
• Customized products or products made to customer specifications, if applicable.

5. Return Shipping Costs

Unless the product is defective, incorrect, or there is an issue attributable to the store, direct return shipping costs will be borne by the customer.

The customer must use a shipping method that allows proof of delivery. We are not responsible for lost return packages if the customer does not have proof or tracking.

6. Refund

Once the returned product is received and reviewed, we will inform the customer of approval or rejection of the return.

If the return is approved, we will issue a refund using the same payment method used in the purchase, unless expressly agreed otherwise.

The refund may take additional time to appear in the customer’s account depending on the payment provider, bank, card issuer, or payment method used.

Original shipping costs, return shipping costs, customs duties, import taxes, or additional charges may not be refundable unless required by applicable law or unless the issue was caused by the store.

7. Exchanges

If you wish to exchange a product for another size, color, or model, you can contact us at support@kixvory.com.

Exchanges are subject to product availability. If the requested product is not available, we may offer an alternative, store credit, or a refund when applicable.

Shipping costs resulting from an exchange may be borne by the customer, unless the exchange is due to a store error or a defective product.

8. Incorrect, Damaged, or Defective Product

If you receive an incorrect, damaged, or possibly defective product, you must contact us as soon as possible at support@kixvory.com, including:

• Order number.
• Clear photographs of the product.
• Photographs of the packaging.
• Description of the issue.

We will review the case and, when appropriate, offer a replacement, exchange, return, or refund according to applicable regulations and the circumstances of the order.

9. Legal Warranty

Products sold in our store are covered by the legal warranty applicable to consumer goods in accordance with applicable law.

The warranty covers lack of conformity existing at the time of product delivery. In case of lack of conformity, the customer may request the solution that corresponds according to applicable regulations.

10. What the Warranty Does Not Cover

The legal warranty does not cover damage resulting from:

• Improper use of the product.
• Incorrect size selected by the customer.
• Hits, falls, tears, cuts, scratches, or incorrect handling.
• Excessive exposure to water, heat, chemicals, mud, rough surfaces, or unsuitable conditions.
• Normal wear and tear from use.
• Lack of proper care, cleaning, storage, or maintenance.
• Unauthorized repairs, modifications, or alterations.

11. Care Tips

To keep your sneakers, footwear, and accessories in good condition for longer, we recommend:

• Use the product according to its intended purpose.
• Avoid excessive exposure to water, heat, chemicals, mud, and rough surfaces.
• Clean gently with a soft cloth or suitable cleaning product.
• Allow footwear to dry naturally if it becomes wet.
• Store in a dry, ventilated place when not in use.
• Avoid machine washing unless the product instructions expressly allow it.

12. Contact

To request an exchange, return, or warranty review, write to us at support@kixvory.com.