Refund & Exchange Policy
Please inspect your order upon receipt. If you find any defects, damages, or receive the wrong items, please contact our customer service email email@example.com within 15 days. If possible, kindly provide us with additional detailed information such as photos and videos. Based on the information you provide, we will confirm the condition of the products and arrange for an exchange upon receiving your request. The following are cases where exchanges can be made:
- We delivered products with the wrong model, color, or size.
- The products we sent are defective or malfunctioning, rendering them unusable.
- The products we sent have visible external damage.
- The products we sent are missing some parts or accessories.
For defective or incorrect products, you will need to return them to us. Once we receive them, we will resend new products to you.
After 15 days from the date of delivery, if you need to exchange the product due to personal reasons such as ordering the wrong model, size, color, etc., you will need to return the product to us and bear the cost of return shipping as well as the shipping fee for the new product.
If you want to cancel your order after payment, please contact us in 2 days. We can cancel your order if it has not been delivered yet. Please note that we can also cancel your order if it is stuck in the courier station, but you will pay for the shipping cost for this shipment. If the goods have been sent by the post office, please follow our return policy for a refund.
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. To confirm if your product meets our return criteria, please carefully review the following policies. If you have any doubts about whether your product is eligible for a
return, please contact us via firstname.lastname@example.org.
Eligibility for Returns
- You may apply for a return within 15 days of the purchase date.
- Products must be in unused and undamaged condition to be eligible for a return.
- Item damage caused by the consumer’s own disassembly or repair, or other cases of man-made damage cannot be returned.
- For products that include additional parts or accessories, all of them must be included and returned together in the package. Examples include knee pads with additional padding or springs, or massage guns with interchangeable massage heads.
- We do not accept returns for products that have been personalized or customized.
- Goods not sold by Fivali.
- Other laws and regulations that exclude warranty responsibility.
How to Initiate a Return
To initiate a return, please contact our Customer Support team at email@example.com and provide your order number and a brief description of the reason for the return.
If your return request is accepted, please ensure that you package the items securely, and the returned product should be in the same condition as when it was received (unworn or unused), including any tags and the original packaging. Otherwise, Fivali reserves the right to refuse to accept your returned product.
Whether you need to return or exchange the product, please send it to:
Attn: Fivali Returns
328 S Abbott Ave
Milpitas, California 95035
Once you have shipped the package, please upload the tracking number for us to track the logistics information. We will process the return or exchange within 1-3 business days after confirming the product's condition. The refund will be issued through your original payment method. Please note that items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
If you request a return or exchange due to an error in the shipment from our warehouse, such as receiving the wrong items or receiving damaged or incomplete goods that prevent proper usage, we will cover the return or exchange shipping fee for this specific situation. Please
provide us with the relevant information after sending the package, and we will refund the shipping fee you paid. However, any return or exchange shipping fees incurred in other situations will be the customer's responsibility.
If you request a refund for personal reasons after 15 days receiving your item, please first contact us via email to discuss the return details. Once we have accepted your return request, you will be responsible for paying the full shipping fee for the returned item. If you receive a refund, return shipping will be deducted from your refund.
Please note that it may take a few additional business days for PayPal, your bank or Credit Card Company to process the refund.
1. Is my refund a full refund?
Yes, for refund requests made within 15 days receiving your item, you will receive a full refund. However, there is one exception: if you request a refund for personal reasons after 15 days since delivery, you will need to contact us via email to discuss some details of return. Additionally, you will be responsible for paying the full shipping fee for the returned item. If a refund is issued, the return shipping cost will be deducted from the refund amount.
2. Can I exchange for a different type of product?
Yes, you can. In order to do so, you will need to follow our return policy and return the item to us. Once we process the refund, you will be able to place a new order on our website for the desired product.
3. Will I need to pay for the return or exchange shipping costs?
If the return or exchange is due to our error, we will cover the associated shipping costs. However, if the return or exchange is due to personal reasons, you will be responsible for the shipping costs.
4. Why was my request for a return and refund rejected?
There are several possible reasons why your return and refund request may have been rejected:
The request was made more than 15 days after receiving the goods: We have the right to reject requests that exceed this time limit.
The returned item shows signs of use or damage: Returned items must be in new condition and returned in their original packaging. They should not have any traces of dirt, pet hair, body flakes, or any other foreign objects. Additionally, there should not be any noticeable
odors such as human scent, pet odor, perfume, or smoke.
Missing parts or accessories: Some of our products may come with additional components such as pads, springs, support bars, etc. For a successful return and refund process, you need to ensure that all these parts are included when returning the item.
If any of these conditions are not met, it may result in the rejection of your return and refund request.