Refund policy

1. Return & Exchange Eligibility

Our return‑exchange period is 30 calendar days calculated from the carrier’s delivered scan record. All returned goods must remain unused, unaltered, with original retail packaging, product inserts, tags and included accessories intact. Goods damaged by customer misuse, accidental drop, improper assembly or normal wear‑and‑tear are ineligible for return or exchange. Clearance sale units, custom‑engraved and personalized items are final sale and cannot be returned, exchanged or credited under any circumstances.

2. How to Request Return or Exchange

Before sending merchandise back, you must submit your application by email. Please provide your order number, full purchaser name, detailed reason for return/exchange, alongside clear photos showing product condition. Our customer support will review your submission within 2‑3 business days and issue a formal return authorization number (RMA). Packages arriving without valid RMA may be refused upon warehouse receipt. Return shipping charges shall be borne by the customer, except when issues arise from our error: manufacturing defect, incorrect item shipped, or significant deviation from product listing description.

3. Warehouse Inspection & Refund Processing

After our warehouse receives and inspects returned items, you will receive an inspection result notice. When your case is approved, refund will be issued back to your original payment source. Please allow 5‑11 business banking days for funds to reflect on your statement; this processing delay is controlled by banks and payment processors and outside our influence. If returned goods arrive with missing components, torn packaging or visible user‑caused damage, only partial refund may apply. Initial shipping fees for the original order are non‑refundable unless the mistake is attributable to Qivento.

4. Damaged, Defective or Short‑Received Orders

If your parcel arrives broken, defective or missing items, please submit your claim within 7 days of delivery. Include unboxing photos and images of the outer shipping container. Remedies available include partial monetary reimbursement, complimentary replacement shipment or full refund. In certain scenarios, we may waive the requirement to ship defective goods back to save your return‑shipping trouble.