Pivo will gladly accept the return or exchange of products in unused and original condition within 7 calendar days of the delivery date, as long as the returned product meets our terms and conditions. By using your Pivo product, you agree to these policies.
- You may request a return within 7 calendar days of receiving a Pivo product if the product has no manufacturing defect, has not been activated and is still in new and unused condition.
- Only products purchased from the official Pivo Shop (getpivo.com) for your own use and not for resale purposes can be returned.
- If you purchased one of our bundles, you must return the whole bundle in new and unused condition.
- All items should be returned in their original packaging.
- Return shipping fees are not refundable.
- If you return a Pivo product and the reason for return is not a result of a Pivo error, the original shipping costs will be deducted from the refund.
What if my Item is Faulty?
- You may request a return and refund or replacement within 7 calendar days of receiving a Pivo product if the product has a manufacturing defect. After 7 calendar days, Pivo will replace the product in accordance with the terms of the Hardware Warranties.
- You will be required to provide video proof clearly showing the fault/defect.
How do I Return my Item?
- Use the Return and Refund Form to start your request.
- Fill out the form by including the order ID, the item(s) you wish to return, and the reason for the return.
- Submit your Return and Refund Form. You will receive a response as soon as possible.
- If your request is eligible for a return, Pivo will provide you with further instructions on where returns should be shipped. Pivo does not provide a return label.
- Reship using a trackable method within 14 calendar days after your Return or Refund confirmation is sent from Pivo. Please be sure to obtain a copy of your tracking number. Without a return tracking number Pivo may not be able to honor your return if it is lost in transit.
- Don't forget to let us know which return method you used.
Please note: Do not send your return to the address on your package or refuse the package without confirmation from Pivo. That is not our return address and will affect the processing of your return.
What if my Order got Returned to Sender?
If your package is returned by the local post office or customs, Pivo will arrange reshipment and no refund will be issued in this situation. If the reason for the return is a result of a customer error, a reshipping fee and restocking fee of US$22 will be charged.
Reason of return because of customer:
- Shipping address is wrong or incomplete
- Invalid contact information
- No reply to the notification emails sent by Pivo's support team
- Customer refuses to accept package/pay tax fee/complete customs clearance
- Customer didn't collect package by the deadline
How will I be Refunded?
Once received and processed, your refund will be credited to your original method of payment minus the reshipping fees.
Local credit card/debit card and GooglePay refunds can take up to 10 business days to process after the product is received. International credit card, Visa or MasterCard, refunds can take up to 14 business days to process.
Pivo may amend the Refund and Replacement Policy terms from time to time, including instances where there is a change of law.