At Kneevo, your satisfaction and confidence are our top priorities. We stand behind the quality of our products with a straightforward, transparent return policy.
1. Our 60-Day Guarantee & Eligibility
Our policy lasts 60 days from the date you receive your order. If 60 days have passed, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return:
- Your item must be in its original, undamaged packaging with proof of purchase (receipt or order confirmation).
- Returns are primarily accepted for items with verified functional or manufacturing defects.
- Please note: If you have simply changed your mind, standard refunds are generally not provided. However, we evaluate exceptional circumstances on a case-by-case basis with satisfactory proof of purchase.
Non-Returnable & Exempt Items
Certain categories of goods cannot be returned, including:
- Gift cards
- Custom-made or personalized products
- Downloadable software or digital products
- Final-sale health and personal care items
2. How to Initiate a Return or Exchange
If you need to return a defective item or request an eligible exchange for the exact same product, please follow these steps:
- Send an email to our support team at [email protected] with your order details and photos/description of the issue.
- Once your request is reviewed, we will provide you with further return instructions.
3. Order Cancellations
We process orders as quickly as possible to ensure fast delivery, meaning cancellations are strictly time-sensitive:
- Cancellations are only accepted for full-priced items within 60 minutes of placing your order.
- If you need to cancel within this timeframe, please reach out to us immediately at [email protected].
4. The Refund Process
Once your returned item is received and inspected by our warehouse, we will send you an email notification confirming receipt and letting you know whether your refund has been approved or rejected.
- Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original credit card or payment method within a few business days.
- Late or Missing Refunds: If you haven’t received your refund yet, first recheck your bank account. Next, contact your credit card company and your bank, as processing times before a refund officially posts can vary. If you’ve completed these steps and still have not received your funds, reach out to us at [email protected].
5. Shipping Costs & Return Guidelines
- Return Shipping: You will be responsible for paying your own shipping costs for returning items. Shipping costs are completely non-refundable. If you receive a refund, the original or return shipping cost will be deducted from your total refund amount.
- Tracking & Insurance: Because we cannot guarantee that we will successfully receive your returned item, we strongly recommend using a trackable shipping service or purchasing shipping insurance for items valued over $10.
- Final Approval: Refunds are only issued and arranged after we confirm physical receipt of the returned item and verify that all policy conditions have been met.