Tivelle Customer Care
Refund Policy
Shopping for pregnancy, postpartum, feeding, and baby-care essentials should feel reassuring. Tivelle offers free returns and exchanges within 30 days, with a clear process designed to make resolving an order straightforward.
Return Window
A clear 30-day policy
Tivelle offers free returns and exchanges within 30 days of delivery. The 30-day period begins on the date your order is marked as delivered.
To help us process your request efficiently, please keep your order information available and, where reasonably possible, return the item with its original packaging, accessories, instructions, and included components.
If your order arrives damaged, defective, incomplete, or different from what you ordered, please report the issue as soon as possible so we can review the situation and provide an appropriate resolution.
Simple timing, fewer surprises
Requests submitted within the 30-day return period can be reviewed for a return or exchange. Requests received after the return window may not be eligible unless required by applicable law or connected to an issue that warrants additional review.
Return Eligibility
What helps a return go smoothly
We review return requests with the condition of the item, completeness of the returned package, and the reason for the request in mind.
Products connected to personal care, feeding, nursing, pumping, diapering, or baby hygiene may require closer review when they have been opened, materially used, altered, or returned without important components. Defective, damaged, or incorrectly supplied items are reviewed separately.
Complete products
Include the product, accessories, manuals, parts, and original packaging where reasonably possible to support a faster return review.
Proof of purchase
Your order number, customer name, and purchase information help us confirm the transaction and connect the return to the correct order.
Reasonable care
Items should not be intentionally damaged, materially altered, or returned with unrelated wear that prevents reasonable inspection.
Hygiene-sensitive items
Opened or materially used personal-care, feeding, nursing, pumping, diapering, and hygiene-related items may require additional eligibility review.
Damaged or defective
If an item arrives damaged, defective, incomplete, or incorrect, please provide clear details so we can evaluate the issue and next step.
Discounted purchases
Eligible promotional purchases can still be reviewed for return. Refunds are based on the amount actually paid after applicable discounts.
Return Process
Four steps from request to resolution
Please begin the return process before sending an item back. This allows our team to confirm the request, provide the correct instructions, and help prevent processing delays.
Submit your request
Tell us your order number, the item involved, and whether you are requesting a return, exchange, or help with an order issue.
Receive instructions
Our support team will review your request and provide the return instructions needed for the approved item.
Send the item back
Package the approved return carefully and follow the return instructions supplied by our customer-care team.
Inspection and resolution
Once received, the returned item is reviewed and the approved refund or exchange is processed according to the request.
Product Care
Damaged, incorrect, or incomplete orders
If something is not right when your order arrives, we want to understand the issue clearly. Please report damaged, defective, incorrect, or incomplete items as soon as reasonably possible after delivery.
- Keep the affected item and packaging while the issue is being reviewed.
- Provide your order number and a clear description of what went wrong.
- Photos may be requested when they help confirm visible damage, missing components, or an incorrect item.
- Do not dispose of a damaged or defective product before receiving instructions unless keeping it would create a safety concern.
- Approved resolutions may include a replacement, exchange, refund, or another appropriate solution depending on the circumstances.
Refund Processing
What happens after your return
Once an approved return is received and reviewed, Tivelle processes the applicable refund to the original payment method whenever possible.
The time it takes for the refunded amount to appear can vary by bank, card issuer, payment provider, or financial institution after Tivelle completes the refund.
Return received
Your returned item reaches the designated return destination and is prepared for review.
Return inspected
We verify the returned item and confirm the resolution associated with the approved return request.
Payment processed
The approved refund is issued to the original payment method whenever possible, less any amount not eligible for refund.
Important Details
A few things to keep in mind
These additional details help keep return and refund expectations clear across different order situations.
Original payment method
Approved refunds are generally returned to the payment method used for the original purchase. Your financial institution may require additional time to post the credit.
Exchanges
Eligible items can be exchanged within the 30-day return window. Availability of a replacement item may depend on current inventory.
Promotional discounts
If a returned purchase received an automatic promotional discount, the refund is calculated from the amount actually paid for the eligible item.
Unauthorized returns
Please obtain return instructions before sending an item. Packages sent to an incorrect location or without an approved return request can experience significant delays.
Delivery problems
If your order appears lost, arrives incomplete, or shows a delivery issue, report the problem promptly so our team can review the available order and tracking information.
Consumer rights
Nothing in this policy is intended to limit rights that cannot lawfully be excluded under applicable consumer-protection laws.
Customer Support
Need help with a return?
Our support team is available 24/7 to help with return eligibility, exchanges, damaged items, refund questions, or other order concerns. Have your order number ready so we can assist you efficiently.
Contact Tivelle SupportTivelle may update this Refund Policy from time to time to reflect operational, legal, or customer-service changes. The version displayed on this page applies from its stated update date. Last updated October 2026.