Thank you for shopping at COVENANT. To maintain our high standards of product quality, hygiene, and consumer safety, please read our return and refund policy carefully
1. Special Notice for Personal Items & Unboxing Video Requirement
Due to the nature of our products as personal luxury accessories and intimate wearables, strictly adhering to hygiene and safety guidelines is our priority.
IMPORTANT: Returns, exchanges, or refunds cannot be processed without a complete, unedited unboxing video. We kindly ask. for your understanding.
Unboxing Video Requirement: When your package arrives, please use your phone or tablet to record a continuous, unedited video starting from the completely sealed courier box, through the entire opening process, until the item is fully revealed.
2. Damaged or Defective Items (Same-Day Delivery Policy) Every COVENANT creation undergoes rigorous quality inspections. If your item arrives damaged,
structurally defective, or impacted during transit:
° Please contact us immediately on the day of delivery at
hello.covenant.official@gmail.com.
° Your email must include your Order Number, a clear description of the issue, and the mandatory unboxing video.
Our Promise: Once we evaluate and confirm the damage (natural defects or shipping damage), COVENANT will take full responsibility.We will send you a brand-new replacement immediately, and our store will cover all subsequent
shipping costs.
3. European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union (EU), you have the right to cancel or return your order within 14 days for any reason, under the EU Consumer Protection Rules. To be eligible for an EU return, your item must be in the exact same condition that you received it: unworn or unused, with all original tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
4. Refund Processing and Timelines
Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.
° Approved Refunds: If approved, your refund will be processed automatically to your original payment method within 10 business days.
° Please Note:Your bank or credit card company (e.g., Stripe, PayPal, PingPong) may require additional time to clear and post the refund to your account.
° Delayed Refunds:If more than 15 business days have passed since we approved your refund and you have not received it, please contact us immediately at hello.covenant.official@gmail.com