Refund and Returns Policy

Effective Date: December 11, 2024

At Tivio, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a clear and convenient refund and returns policy to ensure your peace of mind. Please read the following terms carefully to understand our process and conditions.

1. Eligibility for Returns

To qualify for a return, your item must meet the following conditions:

  • Unused and Unworn: The product must be in its original condition, without signs of wear, damage, or alteration.
  • Original Packaging: The item must be returned with all original tags, packaging, certificates (if applicable), and any accompanying accessories.
  • Return Window: You must initiate the return process within 30 days from the date of delivery.

Please note that custom-made, personalized, or engraved rings are not eligible for return unless they arrive damaged or defective.

2. Return Process

To initiate a return, follow these steps:

  1. Contact Customer Support: Email us at info@tivio.site or call us at (423) 733-2803 to notify us of your intention to return an item. Provide your order number, details of the item, and the reason for the return.

  2. Receive Return Authorization (RA): Once your return request is approved, we will provide you with a Return Authorization (RA) number and the address for returning the item.

  3. Prepare the Package: Securely pack the item, including all original components, along with the RA number and proof of purchase.

  4. Ship the Item: Ship the package to the return address provided. Customers are responsible for return shipping costs unless the item is being returned due to a defect or our error. We recommend using a trackable shipping method to ensure safe delivery.

3. Refund Policy

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed as follows:

  • Refunds will be issued to your original payment method within 7-10 business days after the return is processed.
  • Original shipping costs are non-refundable unless the return is due to a defective or incorrect item.

If the item is found to be ineligible for return (e.g., damaged, worn, or missing components), we will contact you to discuss next steps.

4. Exchanges

If you wish to exchange an item for a different size, style, or color, the exchange process involves:

  • Returning the original item as per the return process outlined above.
  • Placing a new order for the desired item once the return is processed.

Please note that exchanges are subject to product availability.

5. Defective or Damaged Items

In the rare event that you receive a defective or damaged product, please contact us immediately at info@tivio.site or (423) 733-2803. Include the following details:

  • Order number
  • Photos of the damage or defect
  • A brief description of the issue

We will work with you to resolve the issue promptly, which may include offering a replacement, exchange, or full refund at no cost to you.

6. Non-Returnable Items

Certain items are not eligible for returns, including but not limited to:

  • Custom-made or engraved rings
  • Final sale items or clearance items
  • Gift cards or vouchers

7. Late or Missing Refunds

If you have not received your refund within the specified time frame:

  1. Check your bank account or payment method for pending transactions.
  2. Contact your credit card provider or bank, as processing times may vary.
  3. If you still have not received your refund, please contact us at info@tivio.site for assistance.

8. Customer Responsibility

It is the customer’s responsibility to:

  • Review their order before completing the purchase.
  • Use appropriate shipping methods when returning items to prevent loss or damage in transit.

9. Contact Us

If you have any questions or concerns regarding this Refund and Returns Policy, please feel free to reach out to us:

Email: info@tivio.site
Phone: (423) 733-2803
Address: 255 Ora Lee Ln, Sneedville, Tennessee, United States

10. Policy Updates

Tivio reserves the right to update or modify this Refund and Returns Policy at any time without prior notice. Changes will be posted on this page with the updated effective date. We encourage you to review this policy periodically to stay informed of any updates.