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Refund policy

At KOVE, we want you to feel confident when purchasing our wellness and recovery products. Whether you need to return an item or require warranty support, we're here to make the process as straightforward as possible.

If you need any assistance, our team can be contacted by email, phone or live chat.

30-Day Money-Back Guarantee

If you've changed your mind, you may return any unused and unopened KOVE product within 30 days of delivery, provided it is returned in its original packaging.

Return shipping costs are the responsibility of the customer unless otherwise agreed by KOVE.

If the original packaging has been lost or discarded, we may still accept the return. In these cases, a 20% restocking fee may apply to cover inspection, testing, repackaging and handling.

How to Return Your Product

1. Contact Us

Before returning any item, please contact our Customer Support Team.

📩 Email: hello@kove-designs.com
📞 Phone: 0151 317 5678
💬 Live Chat: Available during support hours via our website.

Please include:

  • Your order number.
  • The reason for your return.

2. Package the Product

Products should be packaged securely to prevent damage during transit. Damage sustained during return shipping may reduce the value of any refund.

3. Return Shipping

Please return your item using a tracked courier service and retain your proof of postage.

If preferred, KOVE can arrange collection at the applicable collection cost.

For larger products, pallet deliveries or saunas, our team will confirm the appropriate return procedure.

Return Timeframe

Once you have notified us of your intention to return an item, it should be shipped back within 14 days.

Refund Processing

Once received, all returned products are inspected to confirm they are unused and in an acceptable condition.

Approved refunds are normally processed within 1 working day of inspection. Depending on your payment provider, funds may take a few additional working days to appear.

Items That Cannot Be Returned

  • Used products.
  • Products showing signs of installation or use.
  • Electronic components that have been installed or powered on.
  • Opened or used accessories.
  • Custom-made or special-order products.

Products Damaged in Transit

If your order arrives damaged, please notify us within 24 hours of delivery and provide clear photographs of both the product and packaging.

Where appropriate, we'll arrange replacement parts, a replacement product or another suitable resolution as quickly as possible.

Damage reported after 24 hours may affect the remedies available, although we'll always do our best to help.

Used Products & Exceptional Circumstances

We cannot normally accept returns for products that have been used.

However, if you believe your circumstances are exceptional, please contact us. We'll always review each case fairly and work with you to find the most appropriate solution.

Bundle Purchases

  • Returning an entire bundle qualifies for a full refund (subject to the conditions above).
  • Returning only part of a bundle will result in a partial refund based on the products returned.

KOVE Manufacturer's Warranty

Every KOVE product is backed by our comprehensive 2-Year KOVE Manufacturer's Warranty, giving you confidence that your purchase is protected against manufacturing defects when installed, used and maintained in accordance with our instructions.

Should a manufacturing fault occur during the warranty period, KOVE will determine the most appropriate solution. Depending on the product and nature of the fault, this may include repairing the product, repairing or replacing the defective component, supplying replacement parts, replacing the product with an equivalent model, or providing a refund where appropriate.

Certain products, including ice baths, chillers, saunas and recovery equipment, have additional product-specific warranty terms, maintenance requirements and exclusions.

Our manufacturer's warranty is provided in addition to your statutory rights under UK consumer law.

Read the full KOVE Warranty & Product Care Guide →

Warranty Support

If you believe your product has developed a manufacturing fault, please contact us before arranging any repairs.

To help us assess your claim quickly, please provide:

  • Your order number.
  • A description of the fault.
  • Photographs or videos where appropriate.
  • The product serial number (where applicable).

📩 Email: hello@kove-designs.com
📞 Phone: 0151 317 5678
💬 Live Chat: Available during support hours via our website.

Contact Details

Kove Limited
Meyer Building
Wirral International Business Park
Riverview Road
Bromborough
Wirral
CH62 3RH
United Kingdom

Nothing within this Returns & Warranty Summary affects your statutory rights under applicable UK consumer law.

If you have any questions regarding returns, refunds or warranty support, we'd be delighted to help.

Team KOVE 👋🏼