Refund & Return Policy
We stand behind every KOVA product we ship. If something is wrong, we will make it right — quickly, without friction, and without asking you to prove how much of the product you used.
The honest summary: you have a statutory 14-day right of withdrawal on sealed, unopened products. Opened sachets cannot be returned for hygiene reasons — this is EU law, not a policy choice. Beyond the legal minimum, we offer a voluntary 90-day satisfaction promise on The 90-Day Ritual and Annual subscriptions. If KOVA isn't for you within 90 days of your first subscription charge, one email and we refund every cent of that subscription payment.
Quick reference — what can and cannot be returned
Your statutory 14-day right of withdrawal
Every order placed at takekova.com is covered by the EU statutory right of withdrawal. You have 14 calendar days from the day you physically receive the goods to withdraw from your contract, without giving any reason. This right exists by law and is not affected by any commercial guarantee we additionally offer.
How to exercise withdrawal
To withdraw, notify us clearly before the 14-day period expires by:
- Emailing legal@takekova.com with your order number and the words "I hereby withdraw from my purchase"
- Using the withdrawal function in your account at takekova.com/account
- Completing the model withdrawal form in Annex A of our Terms & Conditions
Sending the notice within the 14-day window is sufficient — your refund right is preserved even if the notice arrives shortly after the deadline.
Once you open a sachet, the product inside has been exposed to air and cannot be resold or verified as uncontaminated. EU law recognises this: Article 16(e) of the Consumer Rights Directive (2011/83/EU) specifically exempts sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal is broken. This is the same rule that applies to opened food products, supplements, and cosmetics across all EU member states.
This means: if you have opened any sachet from your sleeve, that sleeve falls outside the 14-day right of withdrawal. The aluminium vessel and any unopened sleeve remain returnable.
Your refund on valid withdrawal
Where withdrawal is valid, you are entitled to a full refund of the price paid and standard delivery costs for the original shipment. Return shipping costs are borne by you unless the return is due to our error. We will process your refund within 14 days of receiving the returned goods or your proof of return, whichever is earlier, to the original payment method used.
The Welcome Ritual and single Sleeve — one-time purchases
The Welcome Ritual (€49) and the standalone Sleeve (€35) are one-time purchases. They are governed by this 14-day statutory withdrawal right and the hygiene seal exception above. They are not covered by our 90-day satisfaction promise, which applies only to subscription tiers as described in Section 03.
Our 90-day satisfaction promise
Beyond the statutory minimum, we offer a commercial 90-day satisfaction promise. This is a voluntary commitment that exists in addition to — never instead of — your statutory rights.
Who qualifies: Customers on The 90-Day Ritual (€96 per quarter) and Annual (€348 per year) subscriptions. The promise applies to your first subscription charge, within 90 days of that charge.
What you get: A full refund of the first subscription payment, to the original payment method. No return of opened sachets is required (see Section 02 on the hygiene seal exception).
How to claim: Email hello@takekova.com and include three things to help us process your refund within 1 business day:
- Your order number
- The date you started taking KOVA
- A brief note of why KOVA isn't for you
No proof of use is required. No minimum number of sachets must have been consumed. No diary, no questionnaire, no form to fill in. We confirm your refund within 1 business day and process it within 5 business days to the original payment method.
One claim per customer: The 90-day satisfaction promise may be claimed once per customer, household, and payment method. Your statutory 14-day right of withdrawal and your 2-year statutory guarantee for defects are not affected by this limit.
Suspected abuse: We reserve the right to limit or deny claims under this 90-day satisfaction promise in cases of suspected abuse or fraud, or as otherwise permitted by law. Repeated claims across multiple accounts, addresses, or payment methods linked to the same individual or household may be treated as abuse. Your statutory rights — the 14-day right of withdrawal and the 2-year guarantee for defects — are exercised free of charge and remain unaffected by this clause.
Why the promise sits with The 90-Day Ritual and Annual — and not Monthly
Creatine builds on itself. The 90-Day Ritual is designed around the full window — three sleeves, ninety sachets, everything you need to fairly judge whether KOVA is for you. Annual extends that protection across an entire year, with the first quarter covered by the same promise.
The Monthly plan is built for flexibility, not for the full window. If you are not sure about KOVA, Monthly lets you try a single 30-day supply with zero commitment beyond that month, full cancel-any-time, plus the 14-day statutory right of withdrawal on any unopened sleeve. If you would prefer to access the 90-day promise from your Monthly subscription, you can switch to The 90-Day Ritual at any time by emailing hello@takekova.com — the promise then runs from your switch date.
The promise on Annual subscriptions
An Annual subscription is a single €348 prepayment for four quarterly deliveries. If you exercise the 90-day satisfaction promise within 90 days of your first subscription charge, your refund is structured as follows:
- €87 — voluntary refund of the first quarter under our 90-day satisfaction promise
- €261 — statutory refund for the three remaining quarters, which have not been delivered, under your right to cancel undelivered services
The total amount returned to you is €348, identical to the amount you paid. The Welcome Ritual (€49), if purchased separately at day zero, is not part of this calculation and remains a one-time purchase governed by Section 02.
After your refund — optional feedback
Once your refund is confirmed, we may send you a single follow-up email asking what we could have done better. Your refund is not conditional on answering. We ask only because your honest perspective genuinely helps us improve KOVA for the next woman who tries it.
The promise as a formal commercial guarantee
This 90-day satisfaction promise is a commercial guarantee within the meaning of Article 2(14) of Directive 2011/83/EU and §443 of the German Civil Code (BGB). The guarantor is Sales Core B.V., trading as KOVA, KVK 95115714, registered in the Netherlands. The guarantee statement is provided to you on a durable medium (PDF attached to your order confirmation email) at the time of your first subscription charge, as required by §479 BGB following the Court of Justice ruling in Case C-133/22 (LACD, 28 September 2023). Your statutory rights remain unaffected and are exercised free of charge.
Defective products and your 2-year legal guarantee
Under EU and Dutch law you are entitled to a 2-year statutory guarantee against defects of conformity (Article 7:17 of the Dutch Civil Code; §437 of the German Civil Code). This is separate from, and in addition to, the 14-day right of withdrawal and the 90-day satisfaction promise.
What constitutes a defect
- A sachet that is torn, unsealed, or contaminated at the time of delivery
- An ingredient composition that materially differs from what is declared on the label
- The aluminium vessel with a manufacturing fault (broken magnetic closure, deformed body, coating defect not caused by use)
- A product dispatched past its best-before date
- A product with an unusual smell, discolouration, or texture indicating spoilage
- A product that is not the item described or ordered (wrong SKU dispatched)
Your remedies — in order of priority
If you believe a product poses a food safety risk — contamination, unusual smell, discolouration, foreign material — do not consume the product. Retain the product and all packaging. Contact us immediately at hello@takekova.com with the batch number (printed on the sleeve and each sachet), a description, and photographs. We are legally required under Article 19 of EU Regulation 178/2002 to investigate all food safety reports and to report verified incidents to the relevant national authority (NVWA in the Netherlands, BVL in Germany).
Transit damage, wrong items & missing items
Damaged in transit
Photograph the outer packaging and damaged contents before opening further. Do not consume product from a package that appears tampered with. Contact us at hello@takekova.com within 48 hours of delivery with your order number, description, and photographs. We will send a replacement within 3 business days at no cost to you.
Wrong item dispatched
Contact us within 14 days with your order number and a photograph of what you received (including label and batch number). We will dispatch the correct item within 3 business days and arrange collection of the incorrect item at no cost to you.
Missing items
If an item is missing from your order, contact us within 14 days. We will dispatch the missing item within 3 business days at no cost to you.
Subscription-specific refund situations
The following scenarios apply across all subscription tiers (Monthly, 90-Day Ritual, Annual) and are not limited by the one-claim-per-customer scope of the 90-day satisfaction promise.
- Charged after cancellation: full refund within 2 business days — no return required
- Charged but not dispatched: immediate refund, or expedited dispatch at your option
- Duplicate charges: full refund of the duplicate amount within 2 business days
- Charged during a confirmed pause or skip: full refund — no return required
- SEPA charge taken without the 14-day pre-notification: full refund, no return required. We are required to give you at least 14 days' notice before the first SEPA direct debit on your subscription, and 1 day's notice before subsequent charges
- Annual subscription cancelled before all quarterly deliveries: pro-rata refund for undelivered quarters under your statutory right to cancel undelivered services. See Section 03 for the structure on a 90-day satisfaction claim
How refunds are processed
| Payment method | Expected refund timeline |
|---|---|
| iDEAL (Netherlands) | 3–5 business days to your linked bank account |
| SEPA Direct Debit | 5–10 business days to your bank account |
| PayPal | 3–5 business days to your PayPal balance |
| Klarna | 5–14 business days — Klarna processes refunds via their own system |
| Visa / Mastercard | 5–10 business days — may vary by issuing bank |
| Apple Pay / Google Pay | 5–10 business days to the underlying card or account |
Disputes and chargebacks
If you believe a charge on your card is incorrect, please contact us first at hello@takekova.com before opening a chargeback with your bank. We can resolve almost every issue within 1 business day. Opening a chargeback while a refund is already being processed can cause your bank to reverse the refund and create a longer dispute timeline — we want to avoid that for you. If a chargeback is opened in parallel to a refund request, the refund is paused until the chargeback is closed; this is required by our payment processor.
Contact us
Refunds & Returns Contact
If you are not satisfied with our response
You always have the right to escalate to an independent dispute resolution body. We commit to participating in any procedure opened with the following bodies:
- Netherlands — Geschillencommissie: degeschillencommissie.nl
- Germany — Allgemeine Verbraucherschlichtungsstelle: verbraucher-schlichter.de
- EU ODR Platform — ec.europa.eu/consumers/odr (ODR contact email: legal@takekova.com)
