Exchange & Return Policy
Please inspect your order upon reception and contact us at firstname.lastname@example.org within 15 days if the item is defective, damaged or if you receive the wrong item. If possible, please provide more details for us, such as photos and videos. We will confirm the status of the goods according to the information you provide, and arrange for the replacement of the products for you after we receive your exchange request.
In addition, you do not need to send the defective or wrong product back to us. We will resend a new product to you.
If you want to exchange goods for personal reasons (such as buying the wrong type, buying the wrong size, etc.) after 15 days since delivery, you should send the products back to us and be responsible for paying the return shipping cost and full delivery fee for the new exchanged item.
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 we will charge a 5% cancellation fee. If the goods have been sent by the post office, please follow our return policy for a refund.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To confirm that the product has quality issues, please contact us at email@example.com if you have any problems with our products.
Cases of non-return of goods.
- Damage caused by the consumer’s own disassembly or repair, or other cases of man-made damage.
- If there is damage to the goods caused by improper wear.
- Promotional items or items purchased with gift cards.
- Items outside the 30 days warranty time-frame.
- Goods not sold by Fivali.
- Other laws and regulations that exclude warranty responsibility.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Otherwise, Fivali reserves the right to refuse to accept your returned product. Besides, you’ll also need to provide the receipt or proof of purchase.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We will give you a full refund by the same method as your original payment for products that are returned. Please note that items sent back to us without first requesting a return will not be accepted.
If you request a refund for personal reasons after 15 days since delivery, 20% of the order amount will be charged as a product return handling fee (processing fee). In addition, 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.