Returns & Refunds
1. Your statutory right of withdrawal
If you are a consumer purchasing eligible goods online, you generally have the right to withdraw from the purchase contract within 14 days without giving a reason.
The withdrawal period ends 14 days after the day on which you, or a third party other than the carrier designated by you, takes physical possession of the goods. If goods from one order are delivered separately, the period generally runs from receipt of the final item or shipment, as provided by applicable law.
2. How to exercise your right of withdrawal
To exercise this right, you must inform us of your decision to withdraw by an unequivocal statement before the withdrawal period expires. For example, you may send an email to:
DropShopHouse UG (haftungsbeschränkt)
Altrottstraße 31
69190 Walldorf
Germany
Email: info@kivonexi.com
Phone: +49 1590 8005125
You may use the model withdrawal form provided below, but using that form is not mandatory. It is sufficient to send your statement before the deadline. The withdrawal right is not dependent on giving a reason or obtaining approval from customer support.
3. Effects of withdrawal and refunds
If you validly withdraw, we will refund payments received for the withdrawn purchase, including the cost of the least expensive standard delivery option offered for that order. Additional amounts paid for a more expensive delivery option chosen by you do not have to be refunded where the law permits.
The refund will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until the goods have been returned to us or until you provide evidence of having sent them back, whichever occurs first, where permitted by law.
We will normally use the same payment method used for the original transaction, unless another method is expressly agreed. You will not be charged a fee for receiving the refund.
4. Returning goods
After notifying us that you are withdrawing, you must return or hand over the goods without undue delay and no later than 14 days after communicating your withdrawal. Please email info@kivonexi.com for the correct return destination and practical shipping instructions. Requesting return instructions does not extend the statutory deadline or restrict your right to withdraw.
For ordinary change-of-mind withdrawals, the responsibility for direct return shipping costs depends on the information validly given before the contract was concluded and on applicable law. If we have not properly informed you beforehand that you must bear those costs, we bear them as required by law. Any special costs for goods that cannot normally be returned by post must be disclosed as required by law before purchase.
You are generally responsible only for any loss in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning, and only where the law permits such a deduction.
5. Exceptions to the withdrawal right
The statutory withdrawal right may not apply to certain goods that are made to the consumer's specifications or are clearly personalised, where the applicable legal conditions are met. A product is not automatically excluded from withdrawal merely because it was produced or shipped after an order was placed.
Any applicable exception must be communicated as required by law. Your rights relating to faulty or non-conforming goods remain unaffected.
6. Incorrect, damaged, or defective items
If an item is defective, damaged on arrival, or does not match the order, email info@kivonexi.com so we can investigate and provide a solution in line with your statutory rights. Depending on the legal circumstances, those rights may include repair, replacement, price reduction, or cancellation with a refund. The rules and costs for resolving defective goods are separate from ordinary change-of-mind returns.
7. Model withdrawal form
You can copy and send the following form if you wish to withdraw from an eligible purchase. You do not have to use this form; any clear withdrawal statement is sufficient.
To:
DropShopHouse UG (haftungsbeschränkt)
Altrottstraße 31
69190 Walldorf
Germany
I hereby give notice that I withdraw from my contract of sale for the following goods:
Goods / order reference:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if submitting this form on paper):
8. Questions
For help with a return or refund, contact info@kivonexi.com or +49 1590 8005125. We will review your request without limiting your statutory consumer rights.