Returns, handled with care.

Our returns approach

Choosing something intimate is personal, and we want you to feel comfortable and informed before you order. Because adult personal-care products are intended for close contact with the body, we do not accept returns or exchanges for change of mind or other non-quality reasons, including unopened items.

This policy helps us protect the hygiene and careful handling of the products we supply. If you are unsure about a product’s size, features or suitability, please ask us before purchasing—we are happy to help, without asking you to share intimate details.

This restriction does not apply to help with verified product defects, wrong or missing items, transit damage, or any remedy required by applicable law.

Intimate products and hygiene

We treat hygiene as an important part of your confidence in COVIELA. Non-quality returns and exchanges are not accepted whether an item is sealed, unsealed, opened or unused. Thank you for understanding the particular care that intimate products require.

Opening a product to discover a defect does not, by itself, remove your right to contact us for support or an applicable remedy.

Quality & delivery issues

Product quality concerns. If your product arrives faulty or does not work as expected during initial use, please contact support@coviela.com within 30 days of delivery. We will review the details with you and help arrange an appropriate refund, replacement or reshipment, or store credit (a product voucher) with your agreement. If you notice a manufacturing defect after this period, please still contact us: the applicable warranty and any non-waivable legal rights continue to apply. Manufacturer warranty periods vary by product; please refer to the individual product details for the applicable period. All products are backed by a minimum of one year of warranty coverage from the original purchase date.

Wrong item. If we sent a different product, model or color from the one you ordered, contact us so we can put it right. Please keep the item and its packaging while we review it.

Missing item or part. If your parcel is incomplete, tell us what is missing and send photos of the contents, packing slip and packaging where available. We will check the shipment and arrange the appropriate next step.

Transit damage. If your order arrives damaged, please contact us promptly with photos of the product, outer carton and shipping label. Keep the packaging for the carrier’s review and do not use an item that appears unsafe.

When to let us know. For a wrong item, missing item or part, or transit damage, please contact us as soon as possible, preferably within 48 hours of delivery. This helps us check the shipment and preserve carrier evidence. If you discover the problem later, please still contact us so we can review it with you. This 48-hour target does not limit any non-waivable legal rights.

Wrong items, missing items and transit damage are handled separately from change-of-mind returns and are not excluded by our hygiene policy. We will not require you to accept store credit instead of a refund or other remedy to which you are legally entitled.

How to contact customer care

Email support@coviela.com. We aim to respond within one business day. To help us understand a quality or order issue, please include:

• Your order number or proof of purchase and the product name;
• A brief description of the issue and when you first noticed it;
• Clear photos showing the product, relevant packaging, product label and any visible damage; and
• A short video demonstrating a functional fault where it is safe and useful to do so.

We may ask for further photos, a short video or simple troubleshooting if needed to assess the issue. If you cannot provide a particular item of evidence, please tell us and we will discuss another way to help.

Please contact us before returning anything. If a return is needed, we will provide authorization, packing instructions and the correct address. Do not send it to the address on the original parcel unless our team confirms that address.

Return shipping

For an approved claim involving a product defect, a wrong or missing item, or transit damage, our customer-care team will explain whether a return is needed. Where the issue is our responsibility, COVIELA will cover reasonable authorized return-shipping costs.

Please follow the instructions we provide and keep any tracking details. We do not offer customer-paid change-of-mind returns under this policy.

Where a refund is appropriate for a defective, damaged, incorrect or unfulfilled order, we will explain the refund of any applicable original shipping charges. Any shipping refund required by law will be honored.

Refunds & store credit

Once we have reviewed your claim and, only if requested, received and inspected the return, we will confirm the agreed resolution. After a refund is approved, we aim to submit it within one business day.

Refunds are issued to the original payment method. Your bank or payment provider may require an additional 5–10 business days to post the funds to your account.

Store credit or a product voucher may be offered as an alternative with your agreement. We will explain its value and any applicable conditions before you accept it. It does not replace a refund or other remedy required by law without your agreement.

If ten business days have passed since we confirmed that a refund was submitted, please contact support@coviela.com.

Replacements & warranty

We do not offer exchanges for a change of mind, preference, or another non-quality reason, including for unopened items. For an approved quality or delivery issue, customer care can help arrange an appropriate replacement or reshipment, subject to availability, or discuss a refund or agreed store credit.

Manufacturer warranty periods vary by product. Please refer to the individual product details for the applicable period, with a minimum warranty period of one year from the original purchase date. Warranty coverage applies to verified manufacturing defects arising during normal use. You may contact the manufacturer directly, subject to its warranty terms, or contact COVIELA customer care for assistance with the warranty process. Please include the photos or short video described above.

The manufacturer may request product identification or reasonable troubleshooting. Normal wear, accidental damage, misuse, unauthorized repairs and improper care are generally not covered. See the manufacturer warranty section of our Terms of Service for details.

This warranty and our hygiene policy do not limit any non-waivable rights or remedies under applicable law.

Order changes and cancellations

To request an order change or cancellation, contact us as soon as possible. We cannot guarantee a change after an order has entered processing or shipped.

If we cannot ship within the stated time, we will provide an updated estimate and the cancellation or refund options required by applicable law.

If a parcel is returned because of an incorrect address, refusal of delivery or repeated unsuccessful delivery attempts, reasonable shipping and carrier return costs may be deducted from the refund where permitted by law.