Refund & Shipping Policy

This policy explains how we ship your order and what happens when something isn't right, including returns, refunds, cancellations and payment disputes. It forms part of our Terms & Conditions and applies to every purchase made on kyanovo.com, including purchases in KYANOVO member stores. Member-store checkout states that by placing your order you agree to our Terms & Conditions and this policy.

This policy is issued by Kyanovo International LLC ("KYANOVO", "we", "us", "our") of Orlando, Florida. "You" means the person who placed the order. An "Affiliate" is a member enrolled as an independent KYANOVO Affiliate. Affiliates should also read the Affiliate Policies & Procedures, which cover the business side of their account.

At a glance

1. What this policy covers

There are four ways to buy from KYANOVO, and each is handled a little differently.

All prices and payments are in US dollars. Payments are processed securely by our payment provider, Stripe, and we never see or store your full card or bank details.

2. Shipping

2.1 Where we ship

We currently deliver only to addresses in the United States, and checkout will not accept an address outside the US. We ship to all 50 states and the District of Columbia, including Alaska and Hawaii, and to PO Boxes. We do not currently ship to US territories or to APO/FPO/DPO military addresses.

2.2 Who ships your order

KYANOVO fulfills and ships every order. When you shop in a member store, you are buying from KYANOVO. The Affiliate whose store it is does not hold stock, take your payment, ship your order or issue refunds, so please contact us, not the Affiliate, about anything to do with your order.

Some orders are filled through our Fulfilled by KYANOVO (FBK) program for Affiliates. This makes no difference to you: we still pack and ship the order, and it carries the same guarantee.

2.3 Processing and delivery times

• Processing. Orders typically leave us within 1–2 business days of payment being confirmed. Business days exclude weekends and US public holidays.
• Delivery. Once shipped, most orders usually arrive within 3–7 business days, depending on your location and the carrier.
• Carrier. We choose the carrier for each shipment, for example USPS, UPS, FedEx or DHL.

These times are approximate. They are estimates, not guarantees, and weather, carrier delays and busy holiday periods can add time. If we cannot ship your order within the time we state, or within 30 days of your order if we state no time, we will tell you and give you the choice of agreeing to the delay or cancelling that order for a full refund.

2.4 Shipping charges

• Member store orders. One flat shipping fee applies to each order, and you see it in your cart and at checkout before you pay. If a free-shipping offer is running, the order amount that qualifies is shown on product pages and in your cart.
• Products bought with points. You pay the same flat shipping fee by card when you place the order. Free-shipping offers do not apply to orders paid with points.
• Product Point packs and autoship. There is no shipping charge, because nothing is shipped.
• Sales tax. Where we collect sales tax on an order, it is calculated at checkout from your shipping address and shown before you pay.

2.5 Confirmation and tracking

After you pay for a product order, we email a confirmation to the address you gave at checkout. When your order ships, we email you again with the carrier and tracking number. Affiliates can also see their points orders in the back office.

If your shipping email hasn't arrived after the processing time in section 2.3, check your spam folder and then contact us.

2.6 Your shipping address

You enter your shipping address on the secure checkout page, so please check it carefully before you pay. If you spot a mistake, email us straight away. We can correct the address as long as the order hasn't shipped, but once it is with the carrier we can't redirect it.

If a package comes back to us because the address was wrong or incomplete, or because it wasn't collected, you can choose between two options: we reship it once you pay the shipping fee again, or we refund the product price less the original shipping fee.

2.7 Cancelling before your order ships

You can cancel a product order for a full refund, including shipping, at any time before it ships. Email us as soon as possible, because orders move quickly. Once an order has shipped, it can no longer be cancelled, but the Satisfaction Guarantee in section 3 still applies.

2.8 Late, lost or missing packages

Contact us within 30 days of the ship date if either of these happens:

• the tracking hasn't updated for 7 business days, or
• the tracking shows the package as delivered but you can't find it.

Before you write, it's worth checking with neighbors, your building's mailroom and any safe place a driver might use.

We will ask the carrier to trace the package. If the carrier confirms the package was lost in transit, we will send a replacement at no cost or give you a full refund, including shipping. For a package the carrier marks as delivered, we review each case with the carrier and, where appropriate, send one replacement at no cost.

2.9 Damaged, defective or incorrect items

If something arrives damaged, defective or different from what you ordered, tell us within 10 days of delivery. Please include your order number and a photo of the item and its packaging.

We will then send a replacement at no cost or give you a full refund, including shipping, whichever you prefer. You won't need to send the item back unless we ask.

3. Our Satisfaction Guarantee

Our promise on products is simple: love them or get your money back. The guarantee covers products only. Product Point packs are non-refundable, as section 7 explains.

3.1 What it covers

• Products bought by card in a KYANOVO member store. Products bought with points are covered in section 6.
• The guarantee period. You have 30 days from the date your order is delivered to ask for a refund.
• Opened products. A product doesn't need to be sealed to qualify. Opened or partly used products are covered, and you send back whatever is left, including empty containers.

3.2 What we refund

• The full price you paid for the product, plus any sales tax charged on it.
• The original shipping fee is not refunded, unless the return is because of our mistake or a damaged, defective or incorrect item.
• There is no restocking fee.
• Return shipping is paid by you, unless the item was damaged, defective or incorrect. We recommend a trackable service, because we can only refund returns that reach us.

3.3 What the guarantee does not cover

• Requests made after the guarantee period.
• Product Point packs and autoship charges, which follow section 7.
• Products bought from anyone other than KYANOVO, such as online marketplaces or other resellers. We can only refund orders we processed.
• Packages sent back without contacting us first, because we may not be able to match them to an order.
• Repeated guarantee claims by the same person for the same product. The guarantee is meant for your first experience of a product.

4. How to request a return or refund

Every return and refund request goes through KYANOVO Support by email. You don't need an account to make a request, and guest orders are handled in exactly the same way.

1. Email Support. Write to support@kyanovo.com and tell us:
   • your order number, which is in your confirmation email;
   • the name and email address you used at checkout;
   • which products you would like to return, and why;
   • photos, if anything arrived damaged or incorrect.
2. Get your return instructions. We aim to reply within 2 business days with a return authorization and the address to send your return to.
3. Send it back. Ship your return within 14 days of receiving our instructions, using a trackable service. Put your order number inside the package.
4. Receive your refund. We aim to issue the refund within 5 business days of receiving your return, and we reply to let you know once it has been issued.

5. How refunds are paid

• To your original payment method. Refunds go back to the card, digital wallet or bank account you paid with. We can't send a refund to a different card or account.
• Timing. Once we issue a refund, most card refunds appear within 5–10 business days, depending on your bank. Refunds to a bank account (ACH) can take a little longer.
• Points. Products bought with points are refunded in points, as explained in section 6.
• Part of an order. If you return only some items, we refund only those items.

6. Products bought with points

Affiliates can use their Point Balance to order products and pay only the shipping fee by card.

• Points held during checkout. While you complete the shipping payment, the points for your order are set aside. If you don't finish within about 30 minutes, checkout expires and the points return to your Point Balance automatically.
• Satisfaction Guarantee. The same 30-day guarantee period as section 3.1 applies. Refunds are made in points returned to your Point Balance, not in cash. Our team returns the points by hand, so please allow a few business days after we receive your return.
• The shipping fee. The shipping fee is refunded only if the item was damaged, defective, incorrect or lost in transit.
• No effect on commissions. Spending points does not generate volume or commissions, so returning a product bought with points doesn't change anyone's earnings.
• Damaged or lost items. Sections 2.8 and 2.9 apply. A replacement costs you no additional points and no additional shipping.

7. Product Point packs

7.1 What a pack is

A Product Point pack is prepaid product credit. Once your payment is confirmed, the pack's points are added to your Point Balance. For a bank (ACH) payment, that happens when the payment clears. You then use the points to order products. Packs themselves are not shipped and carry no shipping charge.

Affiliates who qualify can move points between their Point Balance and their FBK Balance. The Affiliate Policies & Procedures explain how that works.

7.2 Packs are non-refundable

Product Point packs are non-refundable. This applies to join packs, FBK packs and every autoship charge, whether or not any of the pack's points have been used. Before you buy a pack or start an autoship, your back office asks you to confirm that you understand this, and we record your confirmation with the purchase.

The only exceptions are these:

• Buyback when your Affiliate account closes. When your Affiliate account closes, whether you cancel it or we end it, you may ask us to buy back the unused points from packs you bought in the 12 months before your request. Your request must reach us within 30 days of the closing. We pay 90% of the net price you paid for those points, not counting any tax. Section 28 of the Affiliate Policies & Procedures sets out the full terms.
• Refunds the law requires. We refund a pack charge wherever the law requires us to, for example a charge we made in error, a duplicate charge, a charge made after you cancelled your autoship, or a charge you did not authorize. Please tell Support about any such charge.

For these exceptions:

• Unused points. Points count as unused if they are still in your Point Balance or FBK Balance when we process the buyback or refund. Points spent on products, and FBK points that have already filled a customer's order, count as used.
• Removing points. When a pack is bought back or refunded, we remove its unused points, first from your Point Balance and then from your FBK Balance.
• Spent points. The buyback covers unused points only. Points already used to order products are not bought back, and those products follow section 6.
• Method. Payments go back to the original card or bank account wherever we can.

Points you keep stay in your Point Balance for you to use on products.

7.3 What a pack reversal changes

Commissions are earned when packs are bought, so refunding, buying back or charging back a pack also undoes what that purchase created. When a pack is reversed:

• the order is marked as refunded, and the reversed points are removed from your balances;
• the purchase no longer counts toward your activity (at least 14.3 PP of your own purchases in a rolling 31 days), which may change your status to inactive;
• the volume it added to the Matrix and to your upline's Binary legs is removed. Any Binary cycles that relied on that volume are unwound, together with the Matching Bonus and Bonus Kash earned on those cycles;
• its Builder credit is removed, and Builder bonuses for months that have already closed are recalculated without it;
• ranks and Rank Bonuses that depended on the purchase are re-checked and may be reversed;
• other commissions earned from the purchase, such as Fast Start, Matrix and Matching, are cancelled if they haven't been paid yet. If they have been paid, they are taken back from the earner's Available balance.

An Available balance can go below zero after a reversal. If it does, future earnings go toward clearing it first. Where only part of a pack is refunded or bought back, these adjustments follow that part, and our team makes them by hand. A purchase is never reversed twice.

8. Autoship

8.1 How autoship works

• It's optional. You never need autoship to join, to stay active or to earn. You can buy packs one at a time instead.
• What you get. Choose a join pack (14.3 PP, 50 PP or 100 PP). Your card is charged for that pack every 30 days from the day you start, and the points are added each time a charge succeeds.
• One per account. You can have one autoship at a time.
• What you pay. Each charge is the price of your chosen pack as shown when you started the autoship. No sales tax is added to autoship charges. A later change to pack prices does not change the price of an autoship that is already running. If we ever need to change the price of a running autoship, we will email you at least 30 days before the new price applies, and you can cancel before then.
• Before you start. Your back office asks you to confirm that Product Point packs are non-refundable and that autoship charges the same pack every 30 days until you cancel it in your back office.

8.2 Cancelling autoship

You can cancel at any time in your back office, which also shows your next billing date. Cancelling takes effect immediately and no further charges are made. To avoid your next charge, cancel before your next billing date.

You can also ask Support to cancel your autoship by emailing support@kyanovo.com. We aim to cancel it within 1 business day of receiving your request. Because a charge may be due sooner than that, cancelling in your back office is the surest way to stop it.

Cancelling doesn't take away points you have already received.

8.3 Autoship charges are non-refundable

Each autoship charge is a pack purchase, so section 7 applies to it in full: it is non-refundable, except for the buyback and the refunds the law requires (section 7.2), and any reversal follows section 7.3. If you are charged after you asked us to cancel, contact Support and we will refund that charge.

8.4 Failed payments

If a renewal charge doesn't go through, no points are added for that cycle unless a later retry succeeds. Our payment provider may retry the charge, and if the payment still cannot be collected, the autoship may be cancelled. Your back office shows whether your autoship is still running.

9. Store-order refunds and Affiliate earnings

This section is for Affiliates. Customers don't need to do anything differently.

When we refund a member-store order, or one is disputed:

• the Retail Bonus on that order is cancelled, or taken back if it has already been paid;
• if the order was filled through FBK, the points go back to the stockist's FBK Balance, and the principal and FBK profit paid for that fill are taken back from the stockist's Available balance.

If only part of a store order is refunded, we make the matching adjustments to the Retail Bonus and FBK amounts by hand.

As with pack refunds, an Available balance can go below zero, and future earnings clear it first. Affiliates should not promise or arrange refunds for customers themselves. Please send customers to support@kyanovo.com.

10. Chargebacks and payment disputes

10.1 Contact Support first

Every billing question and refund request must go to KYANOVO Support at support@kyanovo.com before you contact your bank or card company. When you open an account, you agree to this at sign-up, and we record that agreement with the date, time and your IP address. Support can usually put things right much faster than a bank dispute can, and any refund we issue goes back to your original payment method (section 5).

10.2 A chargeback filed instead of contacting Support

We treat a chargeback or payment dispute filed with your bank or card company instead of contacting Support as fraud, meaning an attempt to keep products or Product Points without paying for them, and as a material breach of our Terms & Conditions. When that happens:

• a chargeback fee of $30 applies to each disputed charge, and we may deduct it from any amount we owe you, including Affiliate earnings;
• if you have a KYANOVO account, it is terminated and any autoship on it is cancelled. An Affiliate account is closed as the Affiliate Policies & Procedures describe;
• the Product Points, commissions and bonuses linked to the disputed purchase are reversed, as section 10.3 explains; and
• we may take lawful steps to recover what is owed to us, including the fee, any negative balance and the value of products or points received but not paid for.

10.3 What happens to the disputed purchase

As soon as we are notified of a dispute, we treat the purchase as reversed, exactly as if it had been fully refunded. For a pack, the points are removed, and the related volume, Binary cycles, Bonus Kash, ranks and commissions are reversed as described in section 7.3. For a member-store order, the Retail Bonus and FBK effects in section 9 apply.

We may respond to the bank with our order, payment and delivery records, together with the agreements you accepted and when you accepted them. If the dispute is decided in our favor, the fee and the termination still apply. Our team may then restore, by hand, the points, volume and commissions the reversal removed, and points restored to a closed account are handled as the Affiliate Policies & Procedures describe for closed accounts.

10.4 Your rights

This section does not take away any right you have under the law or under your card network's rules to dispute a charge. It sets out what we require before a dispute is filed and how we respond when one is. If a charge appears that you did not make or authorize, reporting it to your bank is not treated as fraud by you. Please also tell Support straight away, so that we can stop any further charges.

11. Health and safety

If a product doesn't agree with you, stop using it and speak to your doctor or another qualified healthcare professional. Please also tell us at support@kyanovo.com and include your order details. Hearing from you helps us monitor product safety, and the Satisfaction Guarantee still covers your refund within the guarantee period. Our Legal Disclaimers explain more about our products and health information.

12. Changes to this policy

From time to time we review and revise this policy, and the date at the top always shows the current version. Each order is handled under the version that was in effect when you placed it.

13. Contact us

Kyanovo International LLC, Orlando, Florida

Email: support@kyanovo.com

We handle all support by email. Affiliates can also manage autoship and see their points orders in the back office. Please include your order number whenever you write to us about an order.

Related documents: Terms & Conditions · Privacy Policy · Cookie Policy · Legal Disclaimers · Affiliate Policies & Procedures