Our approach
Haircare is personal. For hygiene and product-integrity reasons, opened full-size products are not eligible for return when they have been used or opened. Not every product is the right match for every person. We do not offer returns when a product is not the right match after purchase.
Accordingly, Kavella focuses on helping customers select appropriate products before purchasing full-size items, including through product guidance and samples. Samples and guidance are how we help you find a better fit.
Samples
To request samples, email care@kavella.com and tell me about your hair type and your hair care needs. We’ll start by email, and if a phone call would help, I'd be happy to set that up. Approved sample requests are fulfilled as manually placed complimentary orders and are not available as free add-on items in the online cart. If a full-size product is not the right fit after sampling, Kavella’s preferred path is continued guidance and additional samples where appropriate.
Returns not accepted
As described above, Kavella does not offer returns or refunds when a product is not the right match after purchase. Except where this Refund Policy expressly provides otherwise (for example, damaged, defective, incorrect, or missing items), Kavella does not accept returns or refunds for:
- Preference or change of mind
- Opened full-size products
- Empty containers
- Products purchased from third-party sellers
Damaged, defective, incorrect, or missing items
For orders placed on kavella.com, contact care@kavella.com and include your order number if:
- An item arrives damaged in transit
- The product bottle, sprayer, or foamer is defective
- The wrong item was sent
- An item is missing from the order
In most such cases, you may retain the product, and Kavella will ship a replacement. We do not ordinarily require you to return a damaged or defective item solely to receive a replacement.
Kavella may request photographs or additional information to evaluate the issue. Where verification is needed, Kavella may request further details or, in uncommon cases, return of the item. Kavella reserves the right to decline or limit replacement.
Lost packages; marked delivered but not received; delivered to the wrong location
Please see our Shipping Policy for where we ship, processing times, carriers, delivery estimates, and address accuracy.
If your package is lost, delayed, marked delivered but you do not have it, or delivered to the wrong place, email care@kavella.com and include your order number.
We monitor transit and delivery of orders on our end. When possible, we also reach out to help resolve an issue. We understand how frustrating this is. We will review your order and tracking right away and work with you to resolve it.
Contact us before a payment dispute
If there is a problem with an order or delivery, email care@kavella.com first — not your credit card company.
When you come to us first, we can usually help faster. Once a charge has been contested or disputed, Kavella often has little or no room to correct the order, including sending a replacement, while the dispute is open.
Questions
Contact care@kavella.com.