Please contact our support department for an RMA number before sending anything back to us. Pivao will not accept any returns without an RMA number. Please email firstname.lastname@example.org to get your RMA number.
In order to be eligible for a refund, you have to return the product within 30 calendar days of your delivery date. The product must be in the same condition that you receive it and undamaged in any way. After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement. If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund. Returned items that are not defective may be charged a restocking fee of up to 15% of the retail value of each product, and shipping will not be refunded. Original and return shipping charges for any non-defective returns are the sole responsibility of the customer.
If a return does not come back in the condition it was sent out in (i.e. a torn cable, cracks, scratches, used adhesive, etc.) a refund may be denied (or additional charges may apply), and the item can be sent back out to you at your expense.
Defective, Damaged or Missing Products
If you have received faulty or damaged products, please contact us with images or video of the product within 7 days. We will gladly send out a replacement order.
Items Lost in Transit
By ordering from us, you agree with our shipping times. Most orders get delivered within the posted time frames; however, external factors such as customs inspections can sometimes cause delays. If your order shipping times exceeds our displayed time frame by 10 business days, you can contact us and we will gladly send out a replacement order, or issue a full refund.
Lost or Stolen Packages
Pivao™ is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Pivao™ will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.