Refund Policy

Last Updated: September 6, 2026

At Tivro, we aim to provide a clear and straightforward process for customers who need to request a refund. This policy explains the circumstances in which refunds may be available and how eligible requests are handled.

1. Order Cancellation

If you wish to cancel an order, please contact our customer support team as soon as possible after placing it.

We will make reasonable efforts to stop an order before it enters fulfillment or shipment. Once an order has been processed or dispatched, cancellation may no longer be possible.

When a cancellation is successfully approved before shipment, the applicable amount will generally be returned to the original payment method.

2. Eligible Refund Situations

A refund may be available in circumstances including:

• An order is cancelled before shipment

• A product arrives damaged

• The incorrect product was sent

• A product has a confirmed defect

• An approved return has been received

• Tivro is unable to fulfill the order

• The same transaction was accidentally charged more than once

Refund eligibility is determined based on the circumstances of each case and any rights provided by applicable consumer protection laws.

3. Damaged or Defective Products

If your product arrives damaged or has a manufacturing defect, please contact Tivro within 7 days of delivery.

For verification purposes, we may request photographs, a description of the issue, order details, or other reasonable evidence.

After reviewing the information, we may offer a refund, replacement, exchange, or another suitable resolution.

4. Incorrect Items

If you receive a product that differs from the item purchased, please notify us promptly.

Once the issue has been confirmed, Tivro may arrange for the correct item to be sent, provide a replacement, or issue an appropriate refund.

Please retain the product and its packaging until our support team advises you on the next steps.

5. Returns and Refund Approval

Some refund requests require the product to be returned before the refund can be finalized.

When a return is required, customers must follow the return instructions supplied by Tivro. Products may be inspected upon arrival to determine whether the applicable return conditions have been met.

A refund will be processed once the return has been approved.

6. Refund Processing Time

Once a refund has been approved, Tivro generally initiates the refund within 5–10 business days.

The time required for the money to appear in your account may depend on your bank, card issuer, or payment provider.

Refunds are normally sent to the payment method originally used for the purchase.

7. Shipping Costs

Original shipping charges are not automatically refundable.

Where the refund is the result of an error attributable to Tivro, such as a confirmed defective or incorrect product, applicable shipping costs may be included in the resolution where appropriate.

For customer-requested returns that are not related to an error or defect, the customer may be responsible for return shipping expenses unless applicable law provides otherwise.

8. Refund Restrictions

A refund request may be declined when:

• The applicable return period has expired

• The product was damaged after delivery through misuse

• The product has been materially altered

• The item was improperly handled or used

• Required information cannot be provided to verify the claim

• The product does not satisfy the applicable return conditions

These restrictions do not affect mandatory consumer rights that cannot legally be excluded.

9. Products With Special Return Restrictions

Certain products may not qualify for a refund because of their nature or applicable regulations.

Examples may include:

• Customized or personalized products

• Certain hygiene-sensitive products

• Digital products, where applicable

• Items damaged through improper use

• Products specifically identified as non-returnable before purchase

Any legally protected consumer rights remain unaffected.

10. Unfulfilled Orders

If Tivro cannot fulfill an order after payment has been successfully received, we may cancel the affected order and issue a refund for the amount paid.

Where only part of an order is affected, we may contact the customer regarding the available options.

11. Duplicate Charges

If you believe you have been charged twice for the same purchase, please contact our support team with the relevant order information.

After the transaction has been reviewed and the duplicate charge confirmed, the additional payment may be refunded through the original payment method.

12. Payment Disputes

If you experience an issue with an order or payment, we encourage you to contact Tivro before opening a payment dispute whenever possible.

If a dispute or chargeback has already been initiated through a payment provider, the matter may be subject to that provider's dispute procedures.

Submitting a payment dispute does not itself establish eligibility for a refund.

13. How to Request a Refund

To request a refund, contact the Tivro customer support team using the contact information available on our website.

Please provide your order number and explain the reason for your request. Supporting photographs or other information may be requested depending on the circumstances.

Our team will review the request and inform you whether additional steps, such as returning the product, are required.

14. Changes to This Policy

Tivro may modify this Refund Policy when necessary to reflect changes in our services, operational procedures, or applicable legal requirements.

The current version published on our website will apply to purchases made after the relevant update.

15. Contact

For questions concerning cancellations, refunds, returns, or payment-related issues, please contact our customer support team through the contact information provided on the Tivro website.

We will review each request individually and provide guidance based on the circumstances of the order.