Refund policy
We offer a refund/refund if:
(A) YOU WANT TO RETURN AN ITEM AND IT FALLS WITHIN THE RETURN POLICY
B) THE ITEMS ARE DEFECTIVE/DAMAGED OR THE ERRORS ITEMS RECEIVED - Our company strives for 100% customer satisfaction. If you have received a damaged or incorrect product, please email us at: info@tiveariohome.com and we will arrange for the products received to be replaced.
C) GOODS NOT RECEIVED - If the goods have not been received 30 days after the purchase date, we will consider the order as lost. We will be happy to provide a replacement and/or partial refund depending on the status or scenario of this order issue.
RETURNS AND REPLACEMENTS
If you wish to return your item, we recommend that you send an email to info@tiveariohome.com with the reason for your return. We will be happy to help you resolve the issue and provide you with instructions.
The customer has the right to return the item within 14 days of receipt:
It must not show any signs of use - wear and tear
The received shipment(s) is/are complete
The reason for the return falls under the return policy as stated on this page.
DELAYED ORDER ARRIVAL
While we do our best to ensure that you receive your order within 15 days of purchase, we cannot guarantee this due to the ongoing COVID 19 pandemic and other unforeseen circumstances that may affect shipping and inventory. We cannot refund items that have not been delivered on a specific date, special occasion or holiday.
Each product description states how long shipping may take. Please keep this in mind when placing your order.
Once an order has been shipped, we cannot cancel it.
RETURN SHIPPING COSTS
Return shipping costs are at your own expense. Since our only warehouse is located in Amsterdam, you can expect higher than normal shipping costs. Shipping costs are on average €10.
CONTACT
If you have any questions about how to return your order to us, please contact us at info@tiveariohome.com.
I received a defective or incorrect product. What should I do?
Please contact us at tiveario@hotmail.com. We ask for photos and/or videos of the product received so we can better analyze the situation.
Once our team has processed the information and your situation has been confirmed, we will initiate a replacement. Without visual evidence of defects or an incorrect item, we unfortunately cannot initiate a replacement.
I want to return an order; what should I do?
Our return address is international. You need to request the return address from our team. Make sure to include the track & trace number so we can track the item back to our warehouse. Unfortunately, we do not cover the return costs.
Do I need to return the entire order?
No, only the items you want to return.
When can I get my money back after I have returned my item?
We will only process the refund once the item has been delivered to our warehouse. It usually takes 5-7 business days for us to receive your return, depending on logistics processes. Once the item has arrived at our warehouse, we will start the refund within 2 business days.
However, please allow for a possible delay at your bank of 3-5 business days before the money is actually credited to your account.
My order has been returned to sender in the tracker. What is the next step?
Return to sender sometimes happens when:
Customer has not claimed the item - The customer must contact the local courier to arrange a new delivery (Please note that you only have 5 working days to claim the item if you did not accept it on the first attempt).
Incorrect address - The customer has not provided the correct address. This is a relatively common occurrence. We recommend that you contact your local courier/post office and collect the item using your local tracking number.
Customers have refused to pay customs/hidden charges - This rarely happens, but this situation is beyond our control. If the courier has informed you that you will have to pay customs/other charges, please contact us and we will be happy to help you resolve this issue.
Do you have a prepaid return slip?
We do not have prepaid return slips. Unfortunately, all return costs are the responsibility of the customer.
Please email us at info@tiveariohome.com. We always try to respond within 24 hours. Don't forget to mention your order number if you have a question about your order!