Refund Policy

Return Policy

Last Updated: July 25, 2025

Overview

At KivoRioi, we are dedicated to providing quality products and dependable customer service. This Return Policy explains how claims involving defective merchandise, shipping damage, or incorrect items are handled. We encourage every customer to read this policy carefully before placing an order.

1. General Return Terms

Unless otherwise stated in this policy, all purchases are considered final sale.

We do not provide returns, exchanges, or refunds for reasons such as change of mind, personal preference, or ordering the wrong item. Exceptions are only made when an order is verified to contain a manufacturing defect, shipping damage, or an incorrectly shipped product.

2. Claims for Damaged, Defective, or Incorrect Products

Customer satisfaction is important to us. If your order arrives damaged, defective, or differs from what you purchased, please notify us within the required claim period.

Claim Deadline

All products should be inspected immediately after delivery.

Claims must be submitted within 7 calendar days from the confirmed delivery date.

Required Information

To begin a claim, please email support@kivorioi.com and include:

  • Your Order Number (for example: 015SHOP-1218)

  • The email address used when placing the order

  • A detailed explanation of the problem

  • Clear photographs or videos showing the damage, defect, or incorrect item received

Incomplete submissions may require additional information before a claim can be reviewed.

Review Process

Each request is evaluated individually by our customer support team.

After reviewing the evidence provided, KivoRioi will determine the most appropriate solution at its sole discretion.

Depending on the circumstances, an approved claim may result in:

  • A replacement item

  • A partial refund

  • A full refund

The resolution offered will depend on the nature and severity of the issue.

3. Refund Processing

When a refund has been approved, either in full or in part, it will be issued to the original payment method used during checkout.

Please allow approximately 7–12 business days for the refund to appear on your account. Processing times may vary depending on your bank, credit card issuer, or payment provider.

4. Replacement Policy

We do not offer traditional product exchanges.

Replacement products are available only when an item is confirmed to be defective, damaged during transit, or incorrectly shipped, and the claim has been approved under this policy.

5. Unauthorized Returns

Please do not return any merchandise unless our support team has provided prior authorization and return instructions.

Returns sent without approval will not qualify for a refund, replacement, or exchange.

If a return is authorized, it must be sent only to the address provided by our customer service team. Our designated return address is:

HONG KONG YANG PEI INTERNATIONAL LIMITED
WORKING PORT COMMERCIAL BUILDING
3 HAU FOOK ST

Any package returned without prior authorization may be refused, discarded, or otherwise handled at our discretion, and no compensation will be provided.

6. Contact Us

If you have any questions regarding this Return Policy or would like to submit a claim, please contact our Customer Support team.

Email: support@kivorioi.com

To help us assist you as quickly as possible, please include:

  • Your Order Number (example: 015SHOP-1218)

  • The email address used for your purchase

  • A detailed description of your concern

Our team will review your request promptly and work toward a fair and timely resolution.