Refund policy
At Tivantra, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we want to make the return process as easy and straightforward as possible. This policy explains how to return a product and request a refund.
Return policy
We offer a 14-day return policy. This means that you have 14 days after receiving your goods to request a return.
To be eligible for a return, the item must be in the same condition as when you received it: unused or unworn, with the original tags and in the original packaging. You must also provide a proof of purchase or invoice.
To initiate a return, please contact us at info@tivantra.com. Items returned without prior return authorization will not be accepted.
Please send the package via courier service and provide us with the tracking number. Our standard return contact details are listed below (these will be confirmed by our customer service team after receiving your proof of purchase):
Company name: Tivantra
Email: info@tivantra.com
Refund policy
We offer refunds in the following cases:
A) You wish to return an item, and it meets the return conditions mentioned above.
B) The product is defective or damaged: Your satisfaction is our top priority. If you have received a damaged or incorrect product, please contact us at info@tivantra.com
C) Product not received: If you do not receive your order within 30 days of purchase, we consider the shipment lost. Depending on the situation, we will gladly offer you a replacement or a partial refund.
Returns and exchanges
If you wish to return an item, we recommend sending an email to info@tivantra.com stating the reason for the return. We will be happy to assist you and send you the necessary instructions.
Customers have the right to return items within 14 days of delivery, provided:
There are no visible signs of use.
The shipment received is complete.
The reason for the return complies with the conditions described on this page.
The customer is responsible for return shipping costs. Refunds will be processed after the returned items have been received and inspected.
Missed package pickup and delivery
If a delivery attempt is made to the address you provided and you are not home, the package may be sent to a local post office or collection point. Please note the following:
You will receive a notification as soon as your package is ready for collection.
It is your responsibility to collect the package within the specified timeframe.
If the package is not collected and is returned to us or destroyed, we will refund a maximum of 50% of the product value.
We strongly recommend that you collect your package as soon as possible to avoid any inconvenience.
Accuracy of shipping information
We rely on the accuracy of the shipping information provided by our customers. If you provide an incorrect address or fail to collect the package from the post office or collection point, the following conditions apply:
You are responsible for providing correct and up-to-date shipping information at the time of purchase.
If the package is delivered to the wrong address or not picked up due to an error on your part, we will refund a maximum of 50% of the product value.
Delivery delays
We strive to ensure delivery within 15 days of purchase. However, unforeseen circumstances may cause delays. No refunds will be issued for items not delivered by a specific date, occasion, or holiday.
Each product description includes an estimated delivery time. Please take this into account when placing your order. Once an order has been shipped, it cannot be canceled.
Return shipping costs
The customer bears the costs for the return shipment.
Contact
Do you have questions about returning your order? Please contact us at info@tivantra.com.
In the case of returns (if applicable), Tivantra will refund all payments received from the customer, less shipping costs, immediately and no later than 7 working days after receiving the returned package.
Once we have received and inspected your return, you will receive an email informing you whether your refund has been approved or declined. Payments, excluding shipping costs as per our Terms and Conditions, will be refunded to the same payment method you used for the original transaction, unless otherwise agreed.
Consumer complaints – Defective products
Should the products you purchased from us prove to be defective, you have the right to file a complaint.
In case of defects, you can request the following:
Replacement of the item with a flawless product.
Rectification of the defect.
Price reduction.
A claim can be submitted within one year of discovering the defect, provided this falls within the applicable warranty period. Claims will be processed within 30 days of receipt.
Please do not return your order before contacting us regarding your complaint at info@Tivantra.
To ensure a smooth return process, please confirm the return address with our customer service at info@tivantra.com, send the package via courier service and provide us with the tracking number.