Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, items must be unworn, unused, and in the same condition in which they were received, with all original tags attached and in the original packaging, including the shoe box. Proof of purchase is required.
Returns showing signs of wear, including scuffs, scratches, sole markings, dirt, odors, or other damage, may not be eligible for a refund.
KOVA reserves the right to refuse returns that do not meet the conditions outlined in this policy.
To initiate a return, please contact us at returns@kovasole.com with your order number and reason for the return. Returns must be approved before being sent back.
Once your return request is approved, we will provide instructions on how and where to send your package. Returns sent without prior authorization may be refused.
Return shipments should be sent to:
5900 Balcones Dr, #32032, Austin, TX 78731
If you have any questions regarding a return, please contact us at returns@kovasole.com
Damages and issues
Please inspect your order upon delivery and contact us within 7 days if you receive a defective, damaged, or incorrect item. Include your order number and clear photos of the issue so we can review your claim and provide an appropriate resolution.
If your claim is approved, we may offer a replacement, exchange, store credit, or refund at our discretion.
Exceptions / non-returnable items
We do not accept returns for customized, personalized, or made-to-order products unless they arrive defective or damaged.
Items returned with signs of wear, including scuffs, scratches, sole markings, dirt, odors, or other damage, are not eligible for return or refund.
Sale items marked as final sale and gift cards are non-returnable and non-refundable.
If you have questions about whether your item qualifies for a return, please contact us at support@kovasole.com before submitting a return request.
Exchanges
If you would like a different size or color, please contact us at support@kovasole.com to request an exchange.
Exchange requests are subject to product availability. Items being exchanged must be unworn, unused, and returned in their original packaging, including the shoe box.
If the requested item is unavailable, you may choose to receive a refund in accordance with our Return & Refund Policy.
European Union 14 day cooling off period
For orders shipped to countries within the European Union, customers have the right to cancel or return their order within 14 days of receiving the item, for any reason and without providing a justification.
To be eligible for a return, the item must be unworn, unused, in the same condition in which it was received, with all original tags attached and in its original packaging, including the shoe box. Proof of purchase is required.
To exercise your right of cancellation or return, please contact us at returns@kovasole.com within the 14-day period.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank, credit card provider, or payment processor may require additional time to process and post the refund.
Original shipping charges are non-refundable unless the return is due to a defective, damaged, or incorrect item.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@kovasole.com.
