Returns, handled with care.

Return eligibility

You may request a return within 30 days of delivery.

To qualify for a standard return, the item must be:

• Unused and unworn;
• Unopened and in its original packaging;
• Sealed, with all hygiene and tamper-evident seals intact;
• Complete with all accessories, manuals, charging cables and complimentary items; and
• Accompanied by proof of purchase.

Items that do not meet these conditions may be declined, except where a remedy is required by applicable law.

Intimate products and hygiene

For health and hygiene reasons, intimate products cannot be returned or exchanged after their packaging or hygiene seal has been opened, unless the item is defective, damaged, incorrect or otherwise eligible for a remedy under applicable law.

Damaged, defective or incorrect items

Inspect your order after delivery. If an item arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as reasonably possible at support@coviela.com.

Please include your order number, a description of the issue and clear photographs or a short video showing the product, packaging and shipping label where relevant.

After review, we may provide a replacement, refund or another appropriate resolution. When the issue is our responsibility, COVIELA will cover reasonable return-shipping costs.

How to request a return

Email support@coviela.com with your order number and reason for return. We aim to respond within one business day.

If the return is approved, we will send return instructions and the applicable return address. Returns sent without prior authorization may be declined or take longer to process.

Please do not send a return to the address printed on the original parcel unless our team confirms that address.

Return shipping

For an eligible change-of-mind return, the customer is responsible for return-shipping costs. We recommend using a tracked service, as COVIELA cannot be responsible for a return parcel before it reaches the approved return location.

Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, cancelled because we could not fulfil it, or a refund is otherwise required by applicable law.

Refunds

After receiving and inspecting the returned item, we will notify you whether the refund has been approved. Once approved, we aim to submit the refund 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.

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

Exchanges and non-returnable items

We do not offer direct exchanges for change-of-mind purchases. If an unopened item is eligible for return, you may return it and place a new order for your preferred product.

Unless required by applicable law, we cannot accept returns for opened or used intimate products, products with a removed hygiene seal, gift cards, digital products, personalized or final-sale items, incomplete items, or products damaged through misuse or improper care.

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.