Return and Exchange Policy

Last Updated: September 6, 2026

At Tivro, we want customers to have a clear and fair process when they need to return or exchange an item. This policy explains the conditions, timeframes, and procedures that apply to eligible returns and exchanges.

1. Return Window

Eligible products may generally be returned within 30 days from the date of delivery.

Requests submitted after this period may not be accepted unless a longer period is required by applicable consumer protection legislation.

2. Requirements for a Return

To qualify for a return, an item should generally meet the following conditions:

It remains in its original condition
It has not been improperly used or damaged
It has not been altered or modified
Original packaging is included where reasonably possible
Accessories and components supplied with the product are included
The purchase can be verified through a valid Tivro order

A product that has been damaged through improper handling or use after delivery may not qualify for a return.

3. Damaged or Defective Items

If an item arrives damaged or develops a qualifying manufacturing defect, please contact Tivro within 7 days after delivery.

To help us evaluate the situation, we may ask you to provide:

Your order number
A description of the problem
Clear photographs of the affected product
Photographs of the packaging when relevant
Other reasonable information needed to assess the claim

Following review, Tivro may provide a replacement, exchange, refund, or another appropriate solution.

4. Incorrect Items

If the product delivered is different from the product ordered, please contact our customer support team as soon as possible.

After the issue has been verified, Tivro may arrange shipment of the correct product or provide another suitable resolution.

Please keep the incorrect item in your possession until our team provides instructions regarding its return, if one is required.

5. Exchanges

Exchanges may be offered for eligible products when a suitable replacement is available.

Depending on the product, an exchange may involve:

A different size
A different available variation
Replacement of a defective item
Replacement of an item damaged during transit
Correction of an incorrect shipment

If the requested replacement is unavailable, Tivro may offer a refund or another available alternative.

6. Items Excluded From Returns

Certain products may not be eligible for return or exchange due to their characteristics or applicable restrictions.

These may include:

Personalized or customized merchandise
Certain hygiene-sensitive products after opening or use
Digital or downloadable products, where applicable
Products damaged as a result of misuse
Items modified by the customer
Products specifically identified as non-returnable at the time of purchase

Nothing in this section limits consumer rights that are mandatory under applicable law.

7. Starting a Return

Before sending an item back, please contact Tivro through the customer support information available on our website.

Your request should include the relevant order number and a brief explanation of why you wish to return or exchange the product.

Depending on the reason for the request, photographs or other supporting information may be required.

Customers should not send returns to an address that has not been provided or authorized by Tivro.

8. Return Shipping Costs

Responsibility for return shipping depends on the circumstances.

If the return is required because Tivro supplied an incorrect, damaged, or qualifying defective product, Tivro may cover or reimburse reasonable return shipping costs where applicable.

For returns made for other reasons, the customer may be responsible for the cost of sending the product back unless applicable law requires otherwise.

9. Return Inspection

Once a returned product is received, it may be inspected to confirm that the applicable return requirements have been satisfied.

If the item does not meet the stated conditions, the requested return or exchange may be refused or an alternative resolution may be offered where appropriate.

Customers should retain proof of shipment and tracking information until the return has been processed.

10. Refunds After an Approved Return

When a return is approved and a refund is applicable, the refund will generally be issued to the original payment method.

Tivro normally processes approved refunds within 5–10 business days after the returned item has been received and accepted.

The time required for the funds to appear in the customer's account may vary according to the bank or payment provider.

11. Promotional and Discounted Purchases

Products purchased through special promotions, bundles, discounts, or limited-time offers may be subject to additional return or exchange conditions.

Any specific restrictions applicable to a promotional purchase will be communicated where relevant.

12. Returned or Refused Deliveries

If an order is returned to Tivro because the recipient provided an incorrect address, repeatedly failed to accept delivery, or otherwise prevented successful delivery, additional shipping costs may apply if the customer requests another shipment.

Any refund in such circumstances will be evaluated according to the applicable refund terms and circumstances of the order.

13. Consumer Protection Rights

This policy is not intended to remove or reduce any mandatory rights available to consumers under the laws applicable to their purchase.

Where local law provides additional rights relating to returns, replacements, refunds, guarantees, or defective products, those rights remain applicable.

14. Policy Updates

Tivro may revise this Return and Exchange Policy from time to time to reflect changes in our products, services, operational procedures, or legal requirements.

The latest version published on our website will govern eligible requests made after the relevant update.

15. Contact

For assistance with a return, exchange, replacement, or related question, please contact the Tivro customer support team through the contact information provided on our website.

When contacting us, please include your order number and relevant details so that our team can review your request efficiently.