Refund policy
Effective Date: October 8, 2026
At Kyvianlisse, we want you to shop for furniture and home furnishings with confidence. If your purchase does not meet your expectations, you may request a return or refund in accordance with this policy and applicable law.
We offer a voluntary 30-day return policy for eligible purchases. This policy is separate from any statutory cancellation, withdrawal, refund, or consumer protection rights that may apply to your purchase. Nothing in this policy is intended to limit or exclude any rights that cannot legally be waived.
Please review the following terms before requesting a return or cancellation. If you have questions about an order, our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Central Time.
1. Voluntary 30-Day Return Policy
You may request a return under our voluntary return policy within 30 days after receiving your item.
To qualify for a voluntary return, the item should, where reasonably possible:
- Be unused and in good condition.
- Include the original accessories, components, hardware, manuals, and other items supplied with the product, where applicable.
- Include the original packaging where reasonably available and appropriate for safe transportation.
- Be returned in a condition that allows us to identify and inspect the item.
Please contact customer service within the 30-day return request period. We will explain the applicable return procedure and any information reasonably needed to assess your request.
Submitting a return request does not automatically constitute return approval or confirmation that a refund has been issued. However, this commercial review process does not apply as a prerequisite to exercising a valid statutory right of withdrawal.
Items That May Not Qualify for a Voluntary Return
A voluntary return may be declined if an item has been used beyond what is reasonably necessary to inspect it, has been damaged after delivery through customer handling, is missing substantial components, or otherwise fails to meet the eligibility conditions stated in this policy.
We will consider the circumstances of each request and comply with applicable law. These commercial return conditions will not be used to deny a remedy required by law for defective, damaged, misdescribed, or incorrectly supplied goods.
If a voluntary return does not qualify, we will explain the reason for our decision. Any applicable statutory rights and remedies remain unaffected.
2. Exchanges
We do not currently offer direct exchanges.
If you would prefer a different size, style, color, or product, you may request a refund for your original purchase if it qualifies under this policy or applicable law. You may then place a new order for your preferred item, subject to availability and the applicable purchase terms.
Placing a new order is not a condition of receiving a refund or exercising an applicable statutory right of withdrawal.
3. Order Cancellations
Orders That Have Not Shipped
You may contact us to request cancellation before your order ships.
We will review the fulfillment status and confirm whether the order can still be canceled. If cancellation is confirmed before shipment, we will refund the amount paid for the canceled order, including applicable original shipping charges, subject to applicable law.
If the order has already entered a fulfillment stage in which it cannot reasonably be stopped, we may be unable to cancel it before shipment. We will explain the available options, including any applicable return or refund rights.
If a shipping delay or other circumstance gives you a statutory right to cancel the order or obtain a refund, we will comply with the applicable legal requirements.
Orders That Have Shipped
Once an order has shipped, we generally cannot process it as a pre-shipment cancellation.
You may still request a return or refund under our voluntary 30-day return policy or exercise any statutory rights that apply to your purchase. Shipment alone does not eliminate an otherwise applicable right to return goods, withdraw from a contract, or obtain a refund.
Please contact customer service before arranging a return so that we can explain the applicable procedure and return arrangements.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, appears defective, or contains an item different from the one you ordered, please contact us at customer@kyvianlisse.com.
To help us assess the issue, please provide your order number, a description of the problem, and photographs of the item, damage, discrepancy, or packaging where reasonably available.
Photographs may help us determine the appropriate resolution. However, the absence of photographs will not, by itself, eliminate any consumer right or remedy that cannot lawfully be made conditional on photographic evidence.
Depending on the circumstances and applicable law, the available resolution may include repair, replacement, a price reduction, a refund, or another legally appropriate remedy.
We will not impose unreasonable return-shipping costs for damaged, defective, or incorrectly supplied goods. We will explain the proposed resolution and any necessary return arrangements before asking you to take further action.
A partial refund may be offered where appropriate, but it will not replace a full refund or another remedy required by law.
5. Refund Eligibility and Deductions
Refunds are subject to the applicable voluntary return conditions or statutory requirements.
For an eligible voluntary return, the refund amount will be determined by the original transaction and any return-shipping charges or other deductions that were properly disclosed, validly agreed where required, and permitted by law.
We do not impose an automatic restocking fee under this policy. We will not impose undisclosed fees or arbitrary deductions.
Any deduction relating to diminished value, damage, missing components, or other circumstances will be assessed individually in accordance with applicable law and the terms disclosed before purchase.
Where an item is damaged, defective, or incorrect, the applicable legal rights and the circumstances of the issue will determine the appropriate remedy and allocation of costs.
6. How to Request a Return or Cancellation
Step 1: Contact Customer Service
For an ordinary cancellation or voluntary return, email customer@kyvianlisse.com with your order number, the item or items concerned, the type of request, and any relevant details.
If your item is damaged, defective, or incorrect, please describe the problem and include photographs where reasonably available.
If you are exercising a statutory right of withdrawal, you may send a clear statement identifying your decision to withdraw from the contract. You do not need to provide a reason or wait for our approval before submitting a valid withdrawal declaration.
Step 2: Review the Applicable Procedure
We will handle your request according to its nature.
For an unshipped order, we will check whether cancellation is still possible.
For a voluntary return, we may verify the order and assess whether the request meets the conditions of our 30-day return policy.
For damaged, defective, or incorrect goods, we will review the reported issue and explain the appropriate available remedy.
For a statutory withdrawal, we will handle the declaration in accordance with the applicable law. A commercial return approval is not a prerequisite for exercising an applicable statutory right.
Step 3: Follow the Return Instructions
If the item must be returned, we will communicate the applicable return procedure, including the return destination and relevant shipping instructions.
Please do not assume that our business mailing address is a return warehouse. Use the return destination communicated for your particular return or otherwise required by applicable law.
For a statutory withdrawal, the return obligation and applicable deadline are governed by law rather than by our voluntary return approval process.
Step 4: Prepare and Return the Item
Please package the item appropriately to reduce the risk of damage during transportation. Include the relevant components and accessories where applicable.
Because furniture can be bulky or difficult to transport, special arrangements may be necessary for certain items. If ordinary parcel shipping is impractical, contact customer service to clarify the applicable return arrangements.
Any legally required collection service or other statutory obligation will be respected.
Step 5: Refund Processing
For an eligible voluntary return, we aim to initiate the refund within 1–3 business days after receiving and inspecting the returned item.
This is an internal processing target for voluntary returns and does not replace any statutory refund deadline. Refunds subject to statutory deadlines will be processed in accordance with applicable law.
After a refund has been initiated, it may take approximately 1–5 business days to appear in your account. This is an estimate rather than a guarantee. Actual posting times depend on your payment provider, card issuer, bank, or other financial institution.
We will not use the voluntary return inspection process to delay a statutory refund beyond the period permitted by law.
7. Return Labels, Shipping Costs, and Fees
Return Labels and Shipping Arrangements
The applicable return-label method and shipping arrangements will be communicated before you send an item back.
A prepaid return label is not guaranteed unless it has been confirmed for your order. Please follow the return instructions provided by customer service and do not arrange a return shipment until the applicable procedure and destination have been clarified.
Where applicable law requires a particular return method, collection service, or allocation of costs, we will comply with those requirements.
Who Pays for Return Shipping?
For a voluntary return because you have changed your mind or no longer want an item, you may be responsible for the direct return-shipping costs where this responsibility was properly disclosed before purchase and is permitted by applicable law.
If the required disclosure was not made, or applicable law requires us to bear those costs, we will handle the return accordingly.
For damaged, defective, or incorrectly supplied goods, we will not impose unreasonable return-shipping costs on you. The appropriate shipping arrangement and allocation of costs will be determined in accordance with applicable law and the circumstances of the issue.
Where statutory withdrawal rules apply, responsibility for direct return costs depends on the governing law and the information provided before the contract was concluded. For certain large items that cannot ordinarily be returned by post, additional cost-disclosure requirements may apply.
Additional Fees and Deductions
We do not establish a fixed restocking fee under this policy.
No additional return fee or deduction will be imposed unless it has a valid basis, has been disclosed as required, and is permitted by applicable law.
Any deduction for diminished value, damage, missing components, or other circumstances will be assessed individually under the applicable legal and commercial rules.
Nothing in this section overrides any statutory right to a refund, a remedy for nonconforming goods, or other mandatory consumer protection.
8. Refund Method and Timing
Refund Method
Refunds will generally be issued to the original payment method used for the order.
If the original payment method is unavailable or an alternative method is proposed, we will handle the arrangement in accordance with applicable law and obtain any required agreement.
We will not substitute store credit or a voucher for a cash refund where a refund using the original payment method is legally required.
Voluntary Return Refunds
For an eligible voluntary return, we aim to initiate the refund within 1–3 business days after receiving and inspecting the returned item.
This processing target does not alter the terms of a valid statutory withdrawal or any other legally required refund.
Statutory Refunds
Where a statutory right of withdrawal applies, refunds will be processed within the legally required period.
Depending on the applicable law, we may be entitled to withhold a refund until the returned goods have been received or evidence of their dispatch has been provided, unless an exception applies.
Refunds of original delivery charges, return-shipping costs, and other amounts will be determined under the governing law. Where applicable, additional charges for an upgraded delivery option beyond the least expensive standard delivery may be excluded from a statutory refund.
Statutory deadlines and requirements take precedence over any less favorable provision of our voluntary return policy.
When Will the Money Appear?
After a refund has been initiated, it may take approximately 1–5 business days to appear in your account.
Processing times vary by payment provider and financial institution, so this period is an estimate only.
If the expected period has passed and the refund is not visible, please contact customer service with your order number. We will review the refund status and provide the information available to us.
9. Statutory Right of Withdrawal for Eligible EU and German Consumers
Scope of the Right of Withdrawal
Consumers whose transactions are governed by applicable European Union or German consumer law may have a statutory right to withdraw from certain distance contracts.
Where the right applies and no statutory exception is available, consumers generally have 14 days to withdraw from a distance purchase without providing a reason.
For a purchase of goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods. Special rules may apply to orders containing multiple goods delivered separately or goods delivered in several consignments.
The withdrawal period, applicable conditions, and available remedies depend on the governing law. The statutory right does not automatically apply to every consumer, country, or product. Legal exceptions may apply to certain made-to-order or clearly personalized goods, subject to the specific statutory requirements.
How to Exercise the Right of Withdrawal
To exercise an applicable statutory right of withdrawal, you must inform us of your decision through a clear statement.
You may send your withdrawal declaration by email to customer@kyvianlisse.com.
Please include your order number and identify the goods concerned where possible so that we can locate the transaction. These details help us identify your contract and do not require you to provide a reason for withdrawing.
You do not need to wait for our approval before submitting a valid withdrawal declaration. The applicable law determines how the deadline is calculated and whether your declaration is timely.
Our voluntary 30-day return policy is separate from the statutory right of withdrawal. Commercial return approval is not a prerequisite for exercising an applicable statutory right.
Returning the Goods After Withdrawal
If you validly withdraw from a contract, you generally must send back or hand over the goods within 14 days from the day you informed us of your withdrawal, unless we have offered to collect the goods. The deadline is generally met if you dispatch the goods before the period expires.
Please follow the return instructions provided for your particular return. Our business mailing address is not automatically a return warehouse.
You may be responsible for the direct cost of returning goods where the applicable law permits this and you were properly informed before the contract was concluded. If the required information was not provided, or a legal rule requires us to bear the costs, we will comply with that requirement.
Special rules may apply to goods that cannot ordinarily be returned by post, including certain large furniture items. Any required information about estimated return costs must be provided in accordance with applicable law.
You may be liable for diminished value if the loss results from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning. Any such liability is subject to the applicable statutory conditions and exceptions.
Refunds Following Statutory Withdrawal
Where a statutory right of withdrawal applies, we will generally refund the payments received no later than 14 days after the day we are informed of your withdrawal, subject to the applicable legal conditions and exceptions.
For purchases of goods, we may generally withhold the refund until we have received the goods back or you have supplied evidence of dispatch, whichever occurs first, unless an applicable legal exception provides otherwise.
Refunds will generally be made using the same payment method used for the original transaction, unless you have expressly agreed to another method and doing so does not impose additional costs on you.
Where required by law, we will also refund the cost of the least expensive standard delivery option we offered. We may exclude the additional cost of a more expensive delivery option selected by you to the extent permitted by applicable law.
These statutory requirements take precedence over any conflicting or less favorable terms in our voluntary return policy.
10. Contact Information
If you have questions about a return, cancellation, refund, damaged item, or statutory withdrawal, please contact us using the information below.
Email: customer@kyvianlisse.com
Phone: +1 (314) 682-7493
Mailing Address: 5242 Ville Anita Ct, Hazelwood, MO 63042, United States
Customer Service Hours: Monday through Friday, 9:00 AM to 6:00 PM Central Time.
For questions about an existing order, please include your order number where available. If you are exercising an applicable statutory right of withdrawal, you may send a clear withdrawal declaration without stating a reason or waiting for approval.
We will handle all requests in accordance with this policy and applicable legal requirements.