Return & Refund Policy

Sometimes a purchase needs a second look. A gift may no longer be needed, a selected toy may not be quite what you expected, or an item may arrive with an unexpected problem. Whatever the situation, understanding the available after-sales options can make resolving a purchase issue much easier.

At Klyvrra, we want customers to have a straightforward way to address concerns after placing an order. Whether you need to request an order cancellation, arrange the return of an eligible toy, report missing components, or follow up on a refund, this policy explains the procedures and conditions that apply.

Our return arrangements are designed to provide clear guidance on eligibility, product condition, return transportation, inspection, and refund processing.

This policy applies to eligible purchases completed through the Klyvrra online store. It should be read together with our Terms of Service and other applicable store policies.

Nothing in this document is intended to limit consumer rights or remedies that cannot legally be excluded under applicable law.

The Klyvrra online store is owned and operated by Hangzhou Quanhuan Technology Co., Ltd.

1. Requesting an Order Cancellation

If you change your mind after placing an order, we recommend contacting our customer service team immediately.

Whether a cancellation can be accepted depends on the current fulfillment status of your purchase.

Order Cancellation Email:

service@klyvrra.com

Before Packing or Dispatch

Cancellation requests may be accepted if the order has not yet entered the packing, fulfillment, or dispatch process.

Once we receive your message, our team will check the order status and determine whether the purchase can still be stopped.

If cancellation is approved before dispatch, the applicable purchase amount will generally be refunded in full to the original payment method, subject to payment provider procedures and applicable legal requirements.

When Order Preparation Has Already Started

If the selected products have already been allocated, prepared, packed, or transferred into the fulfillment process, cancellation may no longer be possible.

In this situation, our team will review the circumstances and explain whether any further action can be taken.

After Dispatch

Once your package has been handed over to the shipping carrier, stopping the shipment may no longer be available.

Customers in this situation may contact us after receiving their package to request a return under the conditions described in this policy.

Please remember that sending a cancellation email does not automatically cancel an order.

Your purchase remains active until our team confirms that the cancellation has been accepted.

2. Return Window and Product Eligibility

Klyvrra provides an extended return period for eligible purchases.

Customers may submit a return request within 180 calendar days from the date of delivery.

All requests are reviewed according to the product's condition, the reason for the return, the nature of the merchandise, and applicable consumer protection requirements.

To help us process your request, please take note of the following considerations.

Condition of Returned Merchandise

Returned products should generally remain in their original condition, taking into account the nature of the item and any rights protected by applicable law.

Products should not have unnecessary damage, modifications, or deterioration unrelated to the reason for the return.

If an item has a reported defect or arrived damaged, please explain the issue and provide supporting photographs where possible.

Packaging and Product Components

Where applicable, customers should retain and return the original packaging and the components supplied with the purchase.

For toys and games, this may include:

• Original product packaging;

• Included accessories;

• Building pieces and components;

• Instruction booklets;

• Batteries or other supplied accessories, where applicable;

• Other items included in the original package.

Providing the complete product package where reasonably possible helps us identify the returned merchandise and review its condition.

Purchase Verification

Please provide an order number, order confirmation, or other reasonable evidence showing that the product was purchased through Klyvrra.

This allows our team to locate the original transaction and review the relevant purchase information.

Prior Return Approval

All return requests must be submitted to our customer service team before merchandise is shipped.

Customers must receive confirmation, return instructions, and an authorized destination before arranging transportation.

Return Deadline

The 180-day return period starts on the date the package is delivered.

Please contact us within this period if you wish to request a return.

Nothing in these requirements is intended to remove mandatory consumer protections or remedies available under applicable law.

3. Special Considerations for Toys and Games

Different toys are designed for different activities, age groups, and methods of use. Their components and construction may also vary considerably.

For this reason, return requests involving toys and games may require consideration of the specific product and its condition.

When reviewing a request, we may consider:

• Whether the received item matches the original order;

• Whether the product has visible damage or defects;

• Whether the included accessories and components are present;

• Whether the original packaging is available;

• Whether the item has been assembled or modified;

• Whether the reported problem concerns product quality;

• Whether the product description and supplied merchandise correspond;

• Whether the requested return complies with applicable legal requirements.

For toys containing multiple pieces, electronic functions, batteries, assembly components, or interactive accessories, providing photographs of the relevant parts may help us understand the condition of the merchandise.

Customers should also provide accurate information about whether the item has been used, assembled, or altered.

These considerations help us review individual requests fairly. They are not intended to introduce blanket exclusions from any consumer rights available under applicable law.

If you are uncertain whether a particular toy qualifies for a return, please contact our customer service team before sending it back.

We aim to evaluate each application according to its individual circumstances.

4. Starting a Return Application

Customers who wish to return an eligible purchase must contact our support team and obtain authorization before sending merchandise.

Return Request Email:

service@klyvrra.com

To help us identify your purchase and understand the reason for your request, please include:

• Your original order number;

• The email address used during checkout;

• The name or description of the product;

• The reason for requesting a return;

• A brief explanation of the item's current condition;

• Photographs or other supporting information, where appropriate.

Providing these details at the beginning can help reduce unnecessary communication and make the review process more efficient.

How We Review Return Requests

After receiving your message, our customer service team will examine the information provided.

If additional clarification is needed, we may contact you to request further details or photographs.

Once the review has been completed, we will notify you of the decision and explain the applicable return arrangements.

For approved requests, our instructions will identify the authorized return destination and the relevant transportation requirements.

Please wait for confirmation before shipping any merchandise.

Where Should Returned Products Be Sent?

The registered business address displayed on our website identifies the company operating the Klyvrra store.

It is not automatically a warehouse, fulfillment facility, or authorized return location.

Customers must use the return destination specifically provided by our customer service team after the application has been reviewed.

Sending products to an unapproved address may make it difficult to identify the package or complete the return inspection.

5. Who Pays for Return Shipping?

Return transportation expenses depend on the reason for the request.

Klyvrra distinguishes between qualifying product quality issues attributable to us and returns requested for personal or other non-quality-related reasons.

5.1 Returns Caused by Product Quality Problems

If a product arrives damaged, defective, incorrect, incomplete, or materially different from its advertised description because of an issue attributable to us, qualifying returns are eligible for complimentary return shipping.

After reviewing your request, our customer service team will explain the applicable arrangements and provide the necessary instructions.

For approved quality-related returns, we will cover applicable return transportation expenses in accordance with this policy and relevant consumer protection requirements.

Please contact us before arranging transportation so that the appropriate return method can be confirmed.

5.2 Returns Requested for Personal Reasons

If a customer requests a return for reasons unrelated to a product quality issue attributable to us, the customer is responsible for the applicable return shipping costs.

Examples may include:

• Changing your mind after purchasing;

• No longer needing the selected toy;

• Preferring a different color or design;

• Choosing another style or product variation;

• Deciding that the item does not suit your personal preferences;

• Purchasing a product that does not match your intended requirements;

• Other reasons unrelated to an error or quality issue attributable to us.

These requests remain subject to the 180-day return period and the applicable eligibility requirements.

Once a return has been approved, customers must arrange and pay for the applicable return transportation expenses.

5.3 Return Shipping Must Be Authorized

All returns require approval before merchandise is shipped.

Please do not independently purchase a return label or arrange transportation without first receiving instructions from our customer service team.

Following the authorized procedure helps ensure that your returned merchandise reaches the correct destination and can be identified during the inspection process.

6. Reporting Damaged, Defective, or Incorrect Items

We want customers to receive the products they selected in the condition described on our website.

If your package contains a damaged toy, defective component, missing accessory, incorrect item, or merchandise that materially differs from its advertised description, please notify us.

To help us understand the issue, we recommend including:

• Your order number;

• The product name or description;

• A clear explanation of what happened;

• Photographs showing the affected product;

• Images of the outer packaging or shipping label, where relevant;

• Other supporting information that may help clarify the situation.

For toys and games, photographs of product labels, instruction booklets, individual components, packaging, or affected accessories may be particularly helpful.

Where reasonably possible, please retain the affected merchandise and its packaging while your request is being reviewed.

Review and Possible Solutions

After receiving the relevant information, our team will assess the reported problem and explain the appropriate next steps.

Depending on the circumstances and applicable requirements, available resolutions may include:

• Providing a replacement product;

• Arranging an authorized return;

• Issuing a refund;

• Offering another appropriate remedy.

For qualifying product issues attributable to us, applicable return shipping expenses will be covered.

Please contact our team before returning any affected item so that we can provide the correct instructions.

Product Issue Support Email:

service@klyvrra.com

We appreciate your cooperation in providing accurate information so that we can review your request more effectively.

7. Refund Approval and Payment Processing

Refunds are generally handled after an authorized returned product has been received and the applicable inspection or review has been completed.

This process allows us to identify the returned merchandise, examine its condition, and assess the circumstances of the application.

After the review is finished, we will notify you of the outcome using the email address associated with your inquiry or purchase.

Refund Processing Time

If your refund is approved, we generally initiate the refund within 5–10 business days after the returned merchandise has been received and the return inspection has been completed.

Please understand that initiating a refund and receiving the funds in your account are separate stages.

Although we generally initiate approved refunds within the stated period, the time required for the funds to become available may vary depending on:

• Your bank or financial institution;

• Your debit or credit card issuer;

• The payment service provider;

• The processing procedures associated with the original transaction.

We cannot guarantee that every financial institution will complete the transfer within the same timeframe.

If additional information is required before a refund decision can be made, our customer service team may contact you.

Original Payment Method

Approved refunds are generally issued through the original payment method used when the order was placed.

Customers should ensure that the relevant payment account remains accessible so that the refund can be processed appropriately.

If you have questions about a refund that has already been approved, please contact us with your order number.

8. What to Do If Your Refund Has Not Arrived

If an approved refund has not appeared in your account within the expected period, we recommend checking the transaction status before submitting another request.

The following steps may help you understand where the payment stands.

Step 1 – Review Your Payment Account

Check your bank statement, card account, or payment service account to confirm whether the refund has already been credited.

Step 2 – Contact Your Card Issuer

If you paid using a credit or debit card, contact the relevant card issuer to ask whether the refund is still being processed.

Step 3 – Check with Your Bank

Your financial institution may be able to explain whether additional processing time is required before the funds become available.

Step 4 – Contact Klyvrra Customer Support

If the refund is still missing after completing these checks, please contact our team.

Refund Assistance Email:

service@klyvrra.com

When contacting us, please provide:

• Your order number;

• The date you received the refund approval notification, if available;

• The original payment method;

• Any relevant transaction or refund information.

Our team will review the available details and help clarify the status of your refund.

Please remember that processing after a refund has been initiated may depend on the payment institution and is not entirely controlled by Klyvrra.

9. Return Transportation and Shipment Tracking

Once a return has been approved and the applicable shipping arrangements have been confirmed, customers should follow the instructions supplied by our customer service team.

For returns where the customer is responsible for arranging transportation, we recommend selecting a shipping service that provides tracking information.

Please retain your shipping receipt and tracking reference until the returned merchandise has been delivered and the refund review has been completed.

Recommendations for Sending a Return

Before arranging transportation, please make sure to:

• Use the return destination authorized by our team;

• Package the merchandise appropriately;

• Include the relevant order information as instructed;

• Keep a copy of your shipping confirmation;

• Retain the tracking number;

• Monitor the shipment until delivery is completed.

If a return package experiences an unexpected delay or cannot be located, please contact us and provide the available tracking details.

Our team will review the information and explain the appropriate next steps.

10. Replacement Products and Exchange Requests

If you receive a product that does not meet the conditions described in the original product listing, you may contact our customer service team to discuss possible solutions.

Depending on the circumstances, an appropriate remedy may involve a replacement, an authorized return, or a refund.

For qualifying product quality issues attributable to us, we will review the reported problem and explain the available options in accordance with this policy and applicable law.

If you simply prefer a different style, color, design, or product variation, please contact us to discuss the applicable return procedure.

Any replacement or exchange arrangement remains subject to product availability and the relevant eligibility requirements.

Please do not send the original product back before receiving instructions from our team.

Customer Support Email:

service@klyvrra.com

11. Important Points Before Submitting a Return

To help customers understand the after-sales process, the following requirements summarize the main conditions of this policy.

180-Day Return Period

Eligible purchases may be submitted for return within 180 calendar days from the delivery date.

Return Approval Is Required

Customers must contact our team and receive authorization before sending merchandise back.

Shipping Costs Depend on the Reason

Qualifying product quality issues attributable to us are eligible for complimentary return shipping. Personal or non-quality-related returns are subject to customer-paid return transportation.

Purchase Information Is Necessary

An order number, purchase confirmation, or other reasonable proof of purchase helps us identify the original transaction.

Refunds Require Inspection

Authorized returned merchandise must be received and reviewed before an applicable refund is approved.

Use the Authorized Return Destination

The registered business address is not automatically a return facility. Please use only the destination provided by our customer service team.

These procedures are intended to make after-sales requests easier to manage. They do not remove any mandatory consumer protections available under applicable law.

12. Contact Information and Store Operator

If you need assistance with an order cancellation, wish to request a return, have received a product with a problem, or want to check the status of a refund, please contact our customer service team.

We welcome inquiries and will make reasonable efforts to provide clear guidance on the relevant procedure.

Brand Name:

Klyvrra

Legal Company Name:

Hangzhou Quanhuan Technology Co., Ltd.

Registered Business Address:

Room B342, 3rd Floor, Building 3, No. 88 Longyuan Road, Cangqian Subdistrict, Yuhang District, Hangzhou, Zhejiang, China.

Customer Support Email:

service@klyvrra.com

Customer Support Telephone:

+86 571 8797 5950

For faster assistance, please include your order number, the email address associated with your purchase, and a short explanation of your concern.

The Klyvrra online store is owned and operated by Hangzhou Quanhuan Technology Co., Ltd., which is responsible for managing the store's business operations and coordinating customer support for purchases made through our website.

Our Commitment After Your Purchase

At Klyvrra, we believe that customer support should remain accessible after an order has been completed.

Whether you are purchasing a creative building set, selecting an educational toy, exploring interactive games, or choosing a gift, we want you to understand the options available if something does not go as expected.

Our approach is based on understandable return requirements, clearly explained shipping responsibilities, and transparent refund procedures.

If you need to change an order, return an eligible product, report a missing component, or ask about a pending refund, our team will make reasonable efforts to review your inquiry and explain the next steps.

We appreciate the opportunity to assist you and value the confidence you place in our store.

Thank you for choosing Klyvrra.

Klyvrra – Make Room for Play.

Klyvrra is owned and operated by Hangzhou Quanhuan Technology Co., Ltd.