Refund policy
Returns, Refunds & Cancellations Policy
At Pivo, we want you to be happy with your purchase. Whether you need to make a change, cancel an order, or return a product, please review the information below.
Order Changes & Cancellations
Can I make changes to my order?
Changes to your order are only possible if it hasn't yet been processed for fulfillment.
If you need to modify your order, we recommend requesting a cancellation, if eligible, and placing a new order with the correct details.
Please contact our support team as soon as possible, as changes cannot be guaranteed once fulfillment has begun.
How can I cancel my order?
If you need to cancel your order, please submit a request through our Cancellation Form as soon as possible.
Cancellations are only possible if your order hasn't yet been processed for fulfillment.
Once your order has entered the shipping process, it can no longer be cancelled. You'll need to wait until your package arrives before submitting a return request, subject to our return conditions below.
Can I change my shipping address?
If you've entered an incorrect shipping address, please contact us as soon as possible.
We'll do our best to update your address if your order hasn't yet been processed for fulfillment, but changes cannot be guaranteed.
Once your order has been processed and a shipping label has been created, we're unable to change the delivery address.
Please ensure that your shipping information is complete and accurate, including street numbers, apartment or unit numbers, postal codes, and contact details.
Pivo isn't responsible for delivery issues resulting from incorrect or incomplete address information provided at checkout.
Returns & Refunds
What is your return policy?
Pivo accepts return or exchange requests for eligible products in new condition within 30 calendar days of delivery, subject to the terms below.
To qualify for a return:
- The product must be in new condition.
- The purchase must have been made through an official Pivo online store for personal use.
- Products purchased as part of a pack or bundle must be returned together as a complete pack.
- Items must be returned in their original packaging.
- A 20% restocking fee applies to items with opened or damaged boxes.
Pivo does not provide return shipping labels. Return shipping fees are the customer's responsibility and are non-refundable. Original shipping fees will be deducted from the refund.
Official Pivo online stores include getpivo.com, pivoriders.com, pivobusiness.com, pivorealestate.com, and pivoapps.com.
What if my product is defective?
If your product has a manufacturing defect, you may request a return or replacement within 30 calendar days of delivery.
You'll need to provide video evidence clearly showing the fault or defect so our team can assess your request.
Requests submitted without supporting evidence may not be eligible for a return or replacement.
For defects identified after the initial 30-day period, please refer to our Hardware Warranties Policy for information about warranty coverage and available remedies.
Please contact our support team if you need assistance with a defective product.
How do I return my product?
To start a return, submit a request through our Return & Refund Form.
Please include:
- Your order number
- The item or items you wish to return
- Photos of the items
- The reason for your return
If your request is approved, our team will provide instructions and the appropriate return address.
Once your return has been approved, you must send the item back using a trackable shipping method within 30 calendar days of your return request.
Please keep your tracking information and share the tracking number and carrier with our team. Without tracking information, we may be unable to honor a return if the package is lost in transit.
Important: Do not send your return to the address printed on your original package or refuse delivery without confirmation from Pivo. The correct return address may be different from the shipping address.
Where should I send my return?
Pivo operates warehouses in different regions. Your return destination depends on where you live.
Please wait for return instructions from our team before sending your item.
What if my package is returned to sender?
If your package is returned by the local post office or customs, Pivo will arrange reshipment rather than issue a refund.
If the return results from a customer-related issue, additional return and reshipping fees may apply. These fees depend on the destination country.
Customer-related reasons may include:
- An incorrect or incomplete shipping address
- Invalid contact information
- Failure to respond to delivery notifications from Pivo
- Refusal to accept the package, pay applicable customs charges, or complete customs clearance
- Failure to collect the package within the carrier's required timeframe
When will I receive my refund?
Once your return has been received and processed by our facilities, your refund will be credited to your original payment method, less the original shipping fees.
Refunds may take up to 14 business days to appear, depending on your payment method and financial institution.
Can Pivo change this policy?
Pivo may update this Returns, Refunds & Cancellations Policy from time to time, including when changes in applicable laws or regulations require updates.
