Returns & refunds

Last updated: 20 October 2026

30-day trial

KAVAÏA gives you 30 days to try the product and, where applicable, request a return and refund. The period starts from the delivery date. The product must be returned in a condition that allows it to be inspected and, where possible, in its original packaging, complete with the accessories and items received with the order.

Return costs

For a voluntary return within the 30-day trial, the return cost is paid by the customer and depends on the country the return is made from:

Return cost	Countries
€50	Italy, Germany, France, Spain, Ireland, Austria, Luxembourg, Portugal, Monaco, Belgium, Sweden, Finland, Denmark, Poland, Czech Republic, Slovakia, Slovenia, Hungary, Croatia and Bulgaria
€100	Malta, Cyprus, Estonia, Latvia, Lithuania, Greece, United Kingdom, Liechtenstein, Switzerland, Andorra, Albania, Montenegro, Georgia, Armenia, Azerbaijan, Kazakhstan, Oman, United Arab Emirates, Qatar, Kuwait, Bahrain and Saudi Arabia
€200	Guernsey, Gibraltar, Japan, South Korea, Taiwan, Hong Kong, Macao, Singapore, Brunei, Australia, New Zealand, United States, Virgin Islands, Puerto Rico, Canada, Panama and Chile

Any additional costs arising from special circumstances, specific requests, failed collection attempts or non-standard services may be communicated separately. For countries not listed, the cost is communicated with the return instructions. You can also find the cost for your country on the Shipping page.

How to request a return

1. Write to us at kavaia.2026@gmail.com within 30 days of delivery, stating:
   • your order number;
   • your first and last name;
   • the reason for the request, if needed;
   • any photos or information requested by customer service.
2. Get the instructions: after checking your request, we tell you how to proceed with the return.
3. Ship the product within 14 days following the instructions received. Do not send it on your own initiative to an address other than the one indicated by KAVAÏA.

You can also use the withdrawal form in our Terms & conditions.

Refunds

Once the product has been received and the necessary checks completed, we refund the amounts paid within 14 days of your withdrawal request. Where possible, the refund is made using the same payment method used for the purchase; actual crediting times may depend on your bank, card issuer or payment provider. The additional cost of Express shipping, if chosen, is not refundable.

If the product has lost value due to handling beyond what is necessary to establish its nature, characteristics and functioning, the limitations provided by applicable law may apply.

Excluded products

For hygiene and health protection reasons, fragrance diffusers cannot be returned once opened after delivery (cap or protective film removed). They are still covered by the legal guarantee if faulty.

Damaged, faulty or non-conforming products

If the product is faulty, damaged in transit or does not match your order, contact us as soon as possible at kavaia.2026@gmail.com, preferably with photos of the packaging and the product. After verification we will, as appropriate and in accordance with the law, repair or replace it, reduce the price or refund you, at no cost to you.

2-year legal guarantee

KAVAÏA products sold to consumers are covered by the 2-year legal guarantee of conformity from delivery, for defects existing at the time of delivery. The guarantee does not cover damage from misuse, use contrary to the instructions, unauthorised modifications or repairs, accidental damage, normal wear and tear, incorrect use of accessories or external factors not attributable to the product. To request assistance, write to us with your order number and a description of the problem.

Full details are in our Terms & conditions of sale.