Refund policy

Products ordered by the customer have a full right of cancellation and return within 14 days of receipt. The customer has the right to try the products on, but the returned products must be unused, undamaged and unwashed, and the original tags and labels must remain on the products. If we have to clean the product, we charge a handling fee of 5 €/product. If the product has been used and/or washed, we will not refund the payment.


Pack the product carefully, fill in the return form provided with the parcel, and glue the completed customer return address label provided on the top of the parcel. Deliver the parcel to the delivery office (depending on the delivery method). If your order was delivered by UPS, please contact your local UPS for return directions.

Product replacement:

If you want to replace the product you have ordered with another product, you must place a new order for the product. The product being replaced will be returned normally. We normally charge delivery costs for the new order.

After we have received and checked the return, we will refund the money according to the payment method used.

If you have received free shipping costs for an order over €150 and some products are returned so that the total amount of the order is less than €150, the shipping costs will be deducted from the amount to be returned. €5,90 (delivery to a pick-up point) or €10 (home delivery) in Finland, €12 in other EU countries.

Return shipment is free for the customer, when the customer uses the customer return address label provided. KIVAT charges a return fee for the processing of returns from outside of Finland. The return fee is deducted from the amount that is refunded to the customer. The fee is 10 Eur when the return comes from outside of Finland.

KIVAT Surprise bag

KIVAT Surprise bag has a full right of cancellation and return within 14 days of receipt. If you wish to make a return, you can only return the whole Surprise bag. We do not accept partial returns. If you want to replace the Surprise bag, you must place a new order for the product.

Unclaimed order:
If order remains unclaimed, it will be returned to KIVAT as unclaimed order, not as returned products. In such cases we will charge 10,00 Eur processing fee.

Error in product or delivery:
If a product or delivery error occurs, we kindly ask you to contact our customer service immediately:

Return address:
Agtuvi Oy / KIVAT 600228
Kursonkatu 4
33840 Tampere