At Kindoval, we aim to provide a secure, transparent and customer-focused shopping experience for customers in the United Kingdom and the United States.
We understand that payment, delivery or product-related issues may occasionally arise. This policy explains how customers can report an order issue and how payment disputes and chargebacks are handled.
Contact Our Support Team
If you experience a problem with an order or payment, we encourage you to contact our support team before opening a dispute with your bank, card issuer or payment provider.
Contacting us first gives us an opportunity to investigate the issue and provide an appropriate resolution under our published policies. However, contacting us does not limit your right to contact your bank, card issuer or payment provider.
Support Email: support@kindoval.com
Response Time: We aim to acknowledge enquiries within one business day.
Business Hours: 9:00 AM–5:00 PM, Monday–Friday (GMT/BST)
When contacting us, please include your order number, the email address used to place the order and a clear explanation of the issue. Do not send your complete card number or card security code by email.
Common Order and Payment Issues
Delayed or Missing Delivery
If your order has not arrived within the estimated delivery period, please check the tracking information and contact us.
We will investigate the shipment with the delivery carrier and provide an appropriate update or resolution according to our Shipping Policy.
Damaged, Defective or Incorrect Products
If a product arrives damaged, defective or different from what you ordered, please contact us with:
- Your order number.
- A description of the issue.
- Clear photographs showing the product and problem.
We will review the information and provide an appropriate refund, replacement or other resolution according to our Return and Refund Policy.
Returns and Refunds
Return eligibility, exchange instructions, return labels and refund-processing times are explained in our Return and Refund Policy.
Approved refunds are issued to the original payment method. After a refund has been issued, the customer’s bank or payment provider may require additional time to display the funds.
Unrecognised Transactions
If you do not recognise a charge, please check:
- Your order-confirmation emails.
- Whether another household member placed the order.
- Whether the charge relates to a recent Kindoval purchase.
- Whether a temporary payment authorisation is showing as a separate pending transaction.
You may contact us with the transaction date, amount and the last four digits of the payment card. Never send your complete card number or card security code.
If you believe your payment method was used without permission, contact your bank or payment provider promptly.
Duplicate or Incorrect Charges
A pending payment authorisation and a completed payment may temporarily appear as two transactions, even though only one payment has been collected.
If you believe you were charged twice or charged an incorrect amount, contact us so that we can review the relevant order and payment records.
Further payment information is available in our Payment Policy.
Understanding Chargebacks
A chargeback occurs when a customer asks their bank, card issuer or payment provider to dispute a transaction.
The dispute is reviewed and decided by the relevant bank, card issuer or payment provider according to its own rules and timelines. Kindoval and Shopify do not decide or guarantee the outcome.
Where possible, contacting us before opening a dispute may allow the issue to be resolved more quickly through a refund, replacement, delivery investigation or another appropriate solution.
Existing Chargebacks
If a chargeback has already been opened for a Shopify Payments transaction, the payment cannot normally be refunded separately through Shopify while the chargeback is active. Other payment providers may apply their own procedures. This helps prevent the same transaction from being refunded twice.
Customers may still contact us to discuss the issue. If an agreement is reached and the customer decides to withdraw the dispute, the customer must contact their bank or payment provider directly.
We may request an official withdrawal letter or confirmation from the payment provider where required to verify that a chargeback has been cancelled. The dispute may remain active until the bank or payment provider completes its process.
Information Used in a Dispute
If we are asked to respond to a payment dispute, we may provide relevant records available to us, including:
- Order and transaction information.
- Order-confirmation records.
- Billing and delivery details provided at checkout.
- Payment-authorisation and verification results.
- Fraud-screening or 3D Secure information.
- Product information available at the time of purchase.
- Shipping, tracking and delivery confirmation.
- Return or refund records.
- Communications between the customer and our support team.
- Relevant policies that applied when the order was placed.
Information will only be used or shared where reasonably necessary to investigate or respond to the dispute. Further information about personal-data handling is available in our Privacy Policy.
Fraudulent or Abusive Activity
We may cancel or restrict orders where we reasonably identify unauthorised payment activity, fraud, deliberate misuse or repeated abuse of our services.
Any action taken will be based on the available information, our Terms of Service, payment-provider requirements and the circumstances of the relevant order.
Genuine customer complaints and properly submitted payment disputes will not, by themselves, be treated as abuse.
Contact Information
If you have any questions about our website, products, orders or policies, please contact our customer support team using the details below.
Brand Name: Kindoval
Email: support@kindoval.com
Phone: +44 7988 594208
Business Hours: 9:00 AM–5:00 PM, Monday–Friday (GMT/BST)
Business Address: Office 1067, 85 Dunstall Hill, Wolverhampton, WV6 0SR, United Kingdom