Return & Refund Policy
Effective Date: November 12, 2026
Last Updated: November 12, 2026
1. A Return Request Starts with Contact
Pivsora accepts requests for eligible voluntary returns made within 30 calendar days after delivery. This is the period for submitting your request to us, not a promise that a parcel can reach a return location within 30 days. Mandatory return, cancellation, and goods-conformity rights under applicable law are preserved even if they provide different or longer periods.
Before sending merchandise, email service@pivsora.com with your order number, the product you wish to return, and the reason. This enables us to explain the appropriate process and provide the authorized shipping destination if the item needs to be sent back.
2. What to Include in Your Request
Please provide the order number and a contact email. For a damaged, faulty, or wrongly delivered item, include a short description and photographs when reasonably possible. We may ask for information necessary to identify the purchase or assess the issue, but we will not require a customer to give up statutory rights to request a remedy.
Once your request is reviewed, we will tell you whether a physical return is needed, how to prepare the package, and where an authorized return should be sent. Save the tracking details and shipping receipt if you mail an item.
3. Condition of Change-of-Mind Returns
For a voluntary return because you changed your mind, goods should ordinarily be unused except for reasonable examination, complete with supplied accessories, and kept in suitable condition for return. Original packaging is helpful when available. We will assess the item's condition fairly and apply any mandatory right to inspect goods that the law provides.
Where legally permitted, some products may not qualify for an optional change-of-mind return—for example, genuinely personalized goods, perishables, or certain sealed hygiene goods once the seal has been broken. The applicable exception depends on the item and local law, not merely on a general product label. Legal remedies for defective, misdescribed, or otherwise nonconforming goods remain available.
4. Which Party Pays for Return Shipping
For an eligible voluntary return arising only from a change of mind, the customer generally pays the return shipping cost unless the law or a more favorable purchase term requires otherwise. If we supplied the wrong product, or the goods are defective or arrived damaged, we will cover reasonable applicable return shipping costs or arrange another lawful means of remedy. Please contact support before paying for a return service so that the instructions and cost allocation are clear.
No restocking fee is charged for approved returns.
5. Where to Send an Authorized Return
The designated return address will be provided by our support team when a physical return is authorized. Do not independently send returns to the company's registered business address. That address identifies the operator; it is not automatically a parcel-receiving warehouse or return center. Unapproved shipments to an incorrect location may create avoidable delays.
6. Review, Inspection and Decision
After receiving a returned item, where a return is required, we may inspect it to confirm the item and condition. We will communicate whether the request is approved or whether additional information is needed. If we cannot approve a voluntary return, we will explain the reason. Any separate legal right to a refund, repair, replacement, or other remedy is unaffected.
7. Refunds and the Payment Timeline
An approved refund is ordinarily made to the original payment method. We will initiate it within 10 business days after refund approval, unless applicable law requires a faster refund or a different process. The bank or payment provider may then require additional time to display the funds in your account. The amount refunded, including any original delivery cost that must legally be returned, will follow applicable law and the details of the transaction.
8. Cancelling an Order
If you wish to cancel before dispatch, contact us promptly. We will try to stop the order, but cancellation cannot always be completed once preparation or handover has progressed. If the parcel has already left, you may use the applicable return process or any mandatory cancellation right. A dispatch status does not override an unconditional right granted by law.
9. Exchanges and Faulty Items
An exchange for a different variation or product depends on availability and the practical return arrangement. Contact us for assistance before placing a replacement request. Where goods are defective, unsuitable because they do not match their description, or otherwise fail legal requirements, your statutory repair, replacement, refund, or other remedies continue to apply independently of our voluntary exchange arrangements.
10. Customer Care and Business Details
Operating Company: Hubei Lingtongxia Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKFCQRD1D
Company Address: Factory Building 6-1741, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Website: https://pivsora.com
Support Email: service@pivsora.com
Contact Phone: +86 13069417283
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)