1. Introduction

The Order Protection Service is an optional add-on provided by Kionii to safeguard customer orders against loss or damage during transit. By selecting this service at checkout for £1.99 per order, customers agree to the terms outlined below.

2. What the Order Protection Covers

If the Order Protection Service is purchased, Kionii will:

• Replace the item(s) at no additional cost if lost in transit before delivery confirmation.

• Replace the item(s) at no additional cost if damaged during transit before delivery confirmation.

• Provide priority customer support for order-related issues.

3. What the Order Protection Does Not Cover

The Order Protection does not apply in the following situations:

• Orders marked as “Delivered” by the courier but claimed as undelivered.

• Incorrect or incomplete shipping details provided by the customer.

• Damage occurring after successful delivery.

• Items returned due to buyer’s remorse or change of mind.

4. Orders Without Order Protection

If a customer chooses not to purchase the Order Protection Service, Kionii will not be responsible for lost or damaged parcels once dispatched. In such cases, the customer must file a claim directly with the courier.

5. Claims Process

Customers who have purchased Order Protection and experience loss or damage must:

1. Contact Kionii within 7 days of the expected delivery date.

2. Provide relevant order details, including tracking information and proof of damage (if applicable).

3. Allow Kionii up to 5 business days to assess the claim and process a replacement.

6. General Terms

• Kionii reserves the right to deny a claim if fraudulent activity is suspected.

• The Order Protection Service fee (£1.99) is non-refundable once the order has been dispatched.

• This service applies to UK orders only, unless otherwise stated.

For any questions or support, please contact our customer service team at support@kionii.com