Refund policy
Returns & 14-Day Right of Withdrawal
Instructions on Withdrawal & 30-Day Guarantee
1. Statutory Right of Withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, took or takes possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of an unequivocal statement sent by email to support@getkaveo.com.
Return address: Kaveo, Am Wartfeld 7, 61169 Friedberg (Hessen), Germany
Return process:
- Send an email to support@getkaveo.com containing your declaration of withdrawal.
- You will receive a confirmation with further instructions within 24-48 hours.
- Return the goods complete and, ideally, in the original packaging to the address stated above.
Return costs: The direct costs of returning the goods shall be borne by the buyer.
Consequences of withdrawal: If you withdraw from this contract, we shall reimburse you all payments we have received from you (with the exception of the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us) without undue delay and no later than fourteen days from the day on which we received notification of your withdrawal from this contract.
Refund: The refund will be made using the same means of payment that you used for the original transaction. After receipt and inspection of the returned goods, the refund will be initiated within 5-7 business days.
We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods.
Compensation for diminished value of the goods: You only have to pay for any diminished value of the goods if this loss of value is attributable to handling of the goods that was not necessary for examining their condition, properties, and functioning.
2. Extended Voluntary 30-Day Satisfaction Guarantee
In addition to the statutory right of withdrawal, we offer you a voluntary, extended return guarantee of a total of 30 days from receipt of the goods.
Procedure for claiming the guarantee:
- Withdrawal under the 30-day guarantee must be announced in writing by email to support@getkaveo.com.
- A return will only be accepted after you have received written confirmation from our support team by email that the return has been approved under the guarantee. Please do not return any goods without this prior confirmation.
- After receiving the confirmation, send the goods to the address stated above.
Return costs: The costs of returning the goods under the 30-day guarantee shall be borne by the buyer.
Condition of the goods: This voluntary guarantee applies exclusively to items that are in proper condition.
- Excluded from return are items that are heavily soiled, damaged, or defective due to improper use (e.g. failure to use the original accessories).
- The device must be returned complete and, ideally, in the original packaging.
Should the returned goods arrive heavily soiled or damaged, we reserve the right to refuse acceptance or to reduce the refund amount in accordance with the diminished value, or to decline the refund under the voluntary guarantee.
Refund: After receipt and inspection of the returned goods, the refund will be made within 5-7 business days to the same means of payment that you used for the original transaction.