Política de reembolso

Last updated: July 21, 2026

At Tivaro, we want customers to purchase with confidence. This Return, Exchange and Refund Policy explains when products purchased directly through our official website may be returned or exchanged, how to request authorization, who is responsible for shipping costs, and how refunds are processed.

This policy applies only to eligible products purchased directly through the Tivaro official website. Products purchased through another retailer, marketplace, dealer, distributor, or third-party platform must be returned through the original seller and are subject to that seller’s policies.

1. 60-Day Return and Exchange Window

You may request a return or exchange within 60 calendar days from the date you receive the product.

Requests submitted after the 60-day period will generally not be accepted unless the issue is covered by an applicable product warranty or mandatory consumer-protection law.

All returns and exchanges require prior authorization from Tivaro. Products returned without authorization may be refused, delayed, or returned to the sender.

2. Eligible Reasons for Return or Exchange

A product may be eligible for return, exchange, repair, replacement parts, replacement, partial refund, or full refund in the following situations.

2.1 Damaged, Defective, or Incorrect Products

You may request assistance if:

  • The product was damaged during shipping;
  • The product has a manufacturing or functional defect;
  • The product received is different from the product ordered;
  • Parts, accessories, or components are missing upon delivery.

Tivaro will review the evidence and determine the appropriate remedy based on the circumstances, including troubleshooting, replacement parts, repair guidance, exchange, replacement, partial refund, or full refund.

2.2 Returns for Personal Reasons

Returns for personal reasons, including a change of mind, an accidental order, ordering the wrong model or color, or no longer needing the product, may be accepted within the 60-day return period.

An opened or lightly used product may still be eligible if it:

  • Is in good working condition;
  • Is free from damage, contamination, misuse, modification, or unauthorized repair;
  • Shows no obvious or excessive signs of use;
  • Includes all original manuals, keys, chargers, batteries, tools, accessories, and components;
  • Is returned with the original product box and internal packaging materials;
  • Can be safely inspected, handled, and resold where permitted by law.

Final eligibility and the refundable amount are determined after inspection by Tivaro or its designated warehouse.

3. Shipping Damage and Delivery Inspection

Please inspect the outer packaging and product as soon as delivery is completed.

Visible shipping damage, severe packaging damage, or missing items should be reported to service@tivaro.life within 5 calendar days of delivery. Please keep the original box, labels, protective materials, and all contents until the case is resolved.

To support a shipping-damage claim, provide:

  • Your order number;
  • Photos of every side of the outer box;
  • Photos of damaged corners, tears, punctures, or crushed areas;
  • Photos or videos of the product and the damage;
  • Photos of the accessories and internal packaging materials;
  • The product serial number, if available.

The 5-day reporting period helps Tivaro preserve carrier evidence. It does not limit warranty rights for manufacturing defects that become apparent later or any non-waivable rights under applicable law.

If the package is severely damaged when delivered, you may refuse delivery where reasonably possible and contact Tivaro immediately.

4. How to Request a Return or Exchange

Before returning any product, contact Tivaro After-Sales Support at service@tivaro.life and provide:

  1. Your order number;
  2. The product name and model;
  3. The product serial number, if applicable;
  4. The reason for the return or exchange;
  5. A brief description of the issue;
  6. Clear photos or videos of the product;
  7. Clear photos of the original box, all sides and corners, accessories, and internal packaging materials;
  8. Your current shipping address and contact information.

Tivaro may request additional photos, videos, troubleshooting results, or other reasonable information before approving a return or exchange.

If approved, Tivaro will provide written return authorization, the correct return address, packaging instructions, and information about shipping responsibility.

5. Return Authorization and Return Address

Do not return products to Tivaro’s company office, a warehouse address shown elsewhere on the website, the shipping label’s sender address, or any other address unless Tivaro After-Sales Support has specifically authorized that address in writing for your case.

Tivaro may use different return facilities depending on the product, battery status, destination, carrier requirements, warehouse capacity, and reason for return.

Unauthorized returns, cash-on-delivery shipments, or returns sent to an incorrect address may be refused. Any additional cost caused by an unauthorized or incorrectly addressed return may be deducted from the refund where permitted by law.

6. Return Packaging and Shipment

The customer must package the product securely and follow the return instructions provided by Tivaro.

Unless Tivaro confirms otherwise in writing, the product must include:

  • The original product box;
  • Internal foam, inserts, and protective materials;
  • Manuals and documentation;
  • Charger, battery, keys, tools, and accessories;
  • All parts and components supplied with the original order.

For customer-arranged returns, use a trackable shipping service and appropriate shipping insurance. Tivaro is not responsible for a customer-arranged return that is lost, improperly packaged, or damaged in return transit.

Lithium batteries must be shipped only in accordance with Tivaro’s instructions, carrier rules, and applicable dangerous-goods regulations.

7. Return Shipping Costs and Fees

7.1 Tivaro Error, Confirmed Defect, or Shipping Damage

If the return or exchange is approved because the product is confirmed to be defective, damaged during shipping, missing required components, or incorrectly shipped by Tivaro:

  • Tivaro will cover 100% of the authorized return freight by providing a prepaid return label where available or reimbursing return shipping costs authorized in writing before shipment;
  • Tivaro will not charge a restocking fee for a confirmed Tivaro error, manufacturing defect, shipping damage, missing component, or incorrect shipment;
  • Tivaro may provide replacement parts, repair, replacement, exchange, or a full refund, depending on the circumstances;
  • If a refund is approved, the refundable amount will include the product purchase price and any standard original shipping charge paid to Tivaro for the affected product, where applicable.

7.2 Customer-Requested Return for Personal Reasons

If the return is requested for personal reasons and is not caused by Tivaro’s error or a confirmed defect:

  • The customer is responsible for both the original outbound shipping and the return shipping costs;
  • A restocking fee of up to 20% of the product purchase price will be deducted to cover inspection, cleaning, repackaging, handling, and loss in resale value. The final percentage depends on the product category, condition, usage, packaging, and completeness;
  • Due to the specialized packaging and freight-handling requirements of electric mobility devices, the original outbound shipping and return freight costs for an electric mobility device total $250. This combined two-way freight charge will be deducted from the refund, including for an order advertised with free shipping;
  • Tivaro will arrange curbside pickup of an electric mobility device at the customer’s address through an appropriate freight carrier. The customer should not arrange shipment independently unless Tivaro instructs otherwise in writing;
  • For eligible products other than electric mobility devices, the customer is responsible for the actual original outbound and return shipping costs, which may be deducted from the refund;
  • Expedited shipping, delivery upgrades, interception charges, storage fees, redelivery fees, and other optional logistics charges are non-refundable;
  • Reasonable restoration costs required to return the product to a sellable condition, such as replacement of missing packaging or correction of customer-caused cosmetic damage, may also be deducted where permitted by law;
  • The estimated restocking fee, the $250 electric-mobility-device freight charge, and any other applicable shipping amount will be disclosed during the return-authorization process.

The restocking fee does not apply to a confirmed Tivaro error, manufacturing defect, shipping damage, missing component, or incorrect shipment.

8. Exchanges

If you wish to exchange a product for another model, configuration, or color, state your preference when contacting Tivaro.

For exchanges caused by a confirmed defect, shipping damage, missing components, or an incorrect product, Tivaro will cover 100% of authorized return freight.

For exchanges requested for personal reasons:

  • The customer is responsible for applicable return and replacement shipping costs. The $250 combined two-way freight charge applies when an electric mobility device is returned for a personal-reason exchange; any additional replacement shipping charge will be disclosed before the exchange is approved;
  • A restocking fee of up to 20% may apply based on the returned product’s condition and the work required to inspect, clean, and prepare it for resale;
  • Any price difference must be paid before the replacement product is shipped;
  • If the replacement product costs less, the eligible balance will be refunded to the original payment method;
  • Tivaro may reduce part of the restocking fee for an exchange at its discretion, but any reduction must be confirmed in writing.

Exchange availability depends on inventory and product condition.

9. Order Cancellations and Refused Delivery

Orders canceled before shipment are eligible for a full refund to the original payment method.

Once an order has shipped, cancellation is no longer guaranteed. If you no longer want the product, contact Tivaro before refusing delivery.

If delivery of an electric mobility device is refused for a personal reason without prior written authorization, the customer may be charged a restocking fee of up to 20%, the $250 combined original outbound and return freight charge, and any additional carrier interception, storage, redelivery, or other reasonable logistics charge. For other products, the customer is responsible for the actual original outbound and return shipping costs and any additional carrier charges.

If delivery is refused because of severe visible shipping damage or Tivaro’s confirmed error, Tivaro will review the case and cover 100% of authorized return freight.

10. Non-Returnable or Restricted Items

The following products may be ineligible for return unless they are defective, damaged during shipping, or incorrectly shipped:

  • Products returned after the applicable return period;
  • Products damaged through misuse, abuse, collision, impact, water exposure, improper storage, improper charging, or failure to follow instructions;
  • Products that have been modified, disassembled, or repaired without authorization;
  • Products with missing serial numbers or altered identification labels;
  • Products missing essential components, manuals, accessories, or packaging;
  • Custom-made or personalized products;
  • Final-sale or clearance products clearly marked as non-returnable before purchase;
  • Products that cannot be safely handled or resold because of contamination or hygiene concerns;
  • Products showing excessive wear or damage after delivery.

Standalone batteries and other regulated dangerous-goods items may be returned only when permitted by carrier rules and applicable law and only in accordance with Tivaro’s written instructions. An opened or used standalone battery may be non-returnable for personal-reason returns but remains eligible for review if defective, damaged, or incorrectly shipped.

Accessories and standalone replacement parts must generally be unused, complete, and in their original packaging for a personal-reason return.

11. Inspection and Refund Amount

After receiving the return, Tivaro or its designated warehouse will inspect the product and verify its condition, completeness, serial number, accessories, packaging, and return reason.

If the product meets this policy, Tivaro will approve the applicable refund or exchange.

If the product is missing parts, improperly packaged, damaged after delivery, contaminated, excessively used, or otherwise does not match the condition shown during return authorization, Tivaro may, where permitted by law:

  • Deduct the applicable restocking fee of up to 20% for a personal-reason return;
  • Deduct the $250 combined original outbound and return freight charge for a personal-reason return of an electric mobility device, or the actual original outbound and return shipping costs for other products;
  • Reduce the refund by the reasonable loss in value or replacement cost;
  • Ask the customer to provide missing components;
  • Reject the return and arrange for the product to be returned to the customer at the customer’s expense.

Tivaro will explain any material refund deduction.

12. Refund Processing

After the returned product is received, inspected, and approved, Tivaro will normally process the refund within 3–5 business days.

Refunds will be issued only to the original payment method unless otherwise required by law or agreed in writing.

After Tivaro processes the refund, the customer’s bank, card issuer, PayPal, Shop Pay, or other payment provider may require an additional 7–15 business days to post the funds.

Tivaro cannot control processing times imposed by financial institutions or payment providers.

13. Warranty Claims

This policy does not replace or limit Tivaro’s Limited Warranty Policy.

An issue reported after the 60-day return period may still qualify for troubleshooting, replacement parts, repair, or another remedy under the applicable warranty.

Normal wear, misuse, accidents, improper maintenance, unauthorized repair, and other excluded conditions are governed by the Limited Warranty Policy.

14. Fraud and Policy Abuse

Tivaro may review claims for fraud, false information, altered evidence, serial-number mismatch, return of a different product, intentional damage, payment abuse, or repeated misuse of this policy.

Where permitted by law, Tivaro may deny a fraudulent or abusive claim and may provide relevant information to payment providers, carriers, insurers, law-enforcement authorities, or other appropriate parties.

15. Consumer Rights

Nothing in this policy limits any non-waivable rights available under applicable consumer-protection law. If applicable law provides the customer with greater rights than this policy, the applicable law will control.

16. Contact Us

For returns, exchanges, refunds, shipping damage, or after-sales assistance:

After-Sales Email: service@tivaro.life
Pre-Sales Email: service@tivaro.us
Phone: +1 866-899-7266
Contact Page: https://tivaro.life/pages/contact
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (HKT)