Sales & Returns

● Promotion Policy

By using a Promotion offer, you agree to the following Terms and Conditions:
Promotion offers are limited to a single, one-time use.
Promotion offers are non-transferable and can only be redeemed by the original recipient.
Limit of ONE promotion code per transaction.
Discount is not applicable to shipping charges.
Promotions and promotion codes cannot be applied to previously placed orders.
Discount codes are not transferable or redeemable for cash or credit. If a return is made, your account will be credited only in the amount that you paid – total amount at checkout less the value of the discount code.
To apply a promotion code, you must enter it prior to completing the order.
Promotions and promotion codes are not retroactive and price adjustments will not be issue to previously placed orders.

● Order Changes and Cancellation Policy

Order Change

Changes are no longer possible once you have completed checkout.

Address Change

If you believe that your delivery address is incorrect please contact us as soon as possible. Address changes cannot be guaranteed however will be attempted. Once an order has been fulfilled and shipped by our warehouse, we cannot change the shipping address. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, packstation customer numbers, and building or apartment numbers are critical to ensuring delivery. Pivo does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.


We can attempt to cancel your order if it has not been processed and shipped by our warehouse. Please submit the Cancellation Form as soon as possible. If you would like to cancel while your order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. You can return unused items within 7 days of receiving your order.

● Return and Refund Policy

Pivo will gladly accept the return or exchange of products in new condition within 14 calendar days of the delivery date, as long as the returned product meets our terms and conditions. By using your Pivo product, you agree to these policies.

Return Conditions

You may request a return within 14 calendar days of receiving a Pivo product if the product has no manufacturing defect is still in new condition.
Only products purchased from the official Pivo Shop ( for your own use and not for resale purposes can be returned.
If you purchased one of our packs, you must return the whole pack in new condition.
All items should be returned in their original packaging.
Return shipping fees are not refundable.
If you return a Pivo product and the reason for return is not a result of a Pivo error, the original shipping costs will be deducted from the refund.

What if my Item is Faulty?

You may request a return and refund or replacement within 14 calendar days of receiving a Pivo product if the product has a manufacturing defect. After 14 calendar days, Pivo will replace the product in accordance with the terms of the Hardware Warranties.
You will be required to provide video proof clearly showing the fault/defect.

How do I Return my Item?

  1. Use the Return and Refund Form to start your request.
  2. Fill out the form by including the order ID, the item(s) you wish to return, and the reason for the return.
  3. Submit your Return and Refund Form. You will receive a response as soon as possible.
  4. If your request is eligible for a return, Pivo will provide you with further instructions on where returns should be shipped. Pivo does not provide a return label.
  5. Reship using a trackable method within 14 calendar days after your Return or Refund confirmation is sent from Pivo. Please be sure to obtain a copy of your tracking number. Without a return tracking number Pivo may not be able to honor your return if it is lost in transit.
  6. Don't forget to let us know which return method you used.
Please note: Do not send your return to the address on your package or refuse the package without confirmation from Pivo. That is not our return address and will affect the processing of your return.

What if my Order got Returned to Sender?

If your package is returned by the local post office or customs, Pivo will arrange reshipment and no refund will be issued in this situation. If the reason for the return is a result of a customer error, a reshipping fee and restocking fee of US$22 will be charged.
Reason of return because of customer:
Shipping address is wrong or incomplete
Invalid contact information
No reply to the notification emails sent by Pivo's support team
Customer refuses to accept package/pay tax fee/complete customs clearance
Customer didn't collect package by the deadline

How will I be Refunded?

Once received and processed, your refund will be credited to your original method of payment minus the reshipping fees.
Local credit card/debit card and GooglePay refunds can take up to 10 business days to process after the product is received. International credit card, Visa or Master Card, refunds can take up to 14 business days to process