Refund policy

Refund & Return Policy

At TVIVA, our commitment to absolute merchant transparency means providing a straightforward, clear, and legally compliant return process. We offer a 30-day return window with zero restocking fees for our valued patrons.

1. 30-Day Free Return Window

You have the absolute right to initiate a return request within 30 calendar days starting from the official date of delivery (as confirmed by the tracking signature). To qualify for a full refund, items must be returned in their original condition: unused, unwashed, unaltered, and enclosed in the complete protective structural packaging (such as original form-fitted styrofoam and external boxing).

2. Cost of Returns (Zero Return Fees)

  • Return Shipping Fee: Free. TVIVA covers the return shipping costs. Upon approval of your return request, our support desk will issue a prepaid return shipping label via email.
  • Restocking Fee: $0.00 USD. We never levy hidden repackaging, inventory restocking, or processing deductions. You receive back exactly what you paid.

3. Detailed Step-by-Step Return Process

  1. Initiation: Email our official support team at info@tviva.shop. State your original Order Number, the item name, and provide a clear, unedited photograph displaying the item’s current condition.
  2. Label Issuance: Once authorized, our team will email you a dedicated prepaid shipping label along with specific, clear packaging guidelines.
  3. Packing & Hand-off: Securely package the product in its original box to prevent transit cracks or breakage. Affix the provided label firmly to the outside of the box and drop it off at the designated local courier collection node.
  4. Inspection: Once the package arrives at our processing hub, our staff will complete a routine intake inspection within 2 business days to confirm the item matches the authorized return description.

4. Structured Refund Timelines

  • Processing Duration: Once your return is received and inspected, we will send an immediate email confirmation. Approved refunds are initiated right away and will be fully processed back to your original payment method within 10 business days.
  • Bank Delays: Please note that financial institutions, credit card networks, and payment merchants may require an additional 2 to 5 clearing days to post the balance to your account. This is a bank standard that falls outside our operational control.

5. Damaged, Defective, or Incorrect Goods

Please inspect your shipment carefully upon arrival. If an item is physically defective, shattered, broken, or if you received an incorrect model variant, please message info@tviva.shop instantly. We will arrange a priority replacement or issue an immediate alternative remedy without requiring you to pay any extra fees.

6. Non-Returnable Items

The following categories are strictly exempt from standard returns due to structural health, hygiene, and regional legal mandates:

  • Gift cards or promotional digital vouchers.
  • Items showing explicit post-delivery physical damage, dropping fractures, or clear usage marks not caused by transit defects.

7. Operational & Legal Address Note

Please do not ship packages back to the original postal dispatch address found on the box exterior or directly to our statutory registration office without an authorized tracking label. To guarantee zero return costs for our patrons, all formal returns must flow through our structured international carrier network via the pre-paid tracking label provided by our support queue. Depending on your region, your pre-paid label will direct the shipment to one of our authorized regional logistics hubs or localized processing partner sorting nodes serving Singapore.

For absolute institutional transparency and statutory compliance, our central parent organization corporate records are legally registered under VINS FARM PTY LTD located at 122 Colebrook Road, RICHMOND, TAS, 7025, Australia (ACN: 697 498 794 / ABN: 37 697 498 794).