Tivelle Customer Care
Returns & Exchanges
We want you to feel comfortable with your Tivelle purchase. Eligible products can be returned or exchanged free within 30 days, with our support team available 24/7 to help you through the process.
Our Approach
If an eligible purchase is not right for you, we want the next step to feel clear.
Tivelle offers free returns and exchanges within 30 days for eligible products. Before sending anything back, contact our support team so the request can be reviewed and the appropriate return or exchange instructions can be provided.
Products should generally be returned in appropriate condition with included components, accessories, packaging, manuals, and other materials where reasonably applicable.
Return Eligibility
What helps make a return straightforward
Return eligibility depends on the timing, condition, category, and circumstances surrounding the product. The following principles apply to standard return requests.
Within 30 days
Start the return or exchange request within 30 days of receiving the eligible purchase.
Appropriate condition
Items should be returned in a condition appropriate for resale unless the request involves damage, defect, or an incorrect item.
Complete contents
Include accessories, parts, manuals, labels, packaging, and other included components where reasonably applicable.
Approved request
Contact Tivelle before returning the item so our team can review the request and provide the correct instructions.
Standard Returns
Returning an eligible purchase
When an eligible product does not meet your needs, our support team can guide you through the return process.
- Contact Tivelle before sending the product back.
- Provide your order number and the item you wish to return.
- Tell us the reason for the return so we can review the correct resolution.
- Follow the return instructions provided by our support team.
- Package the item carefully with relevant included components.
- Use the approved return method so the return can be tracked and reviewed correctly.
Items returned without following the applicable instructions may take longer to identify or process.
Return Process
Four simple stages
Our return and exchange process is structured to confirm the order, understand the issue, receive the item when required, and complete the appropriate resolution.
Start your request
Contact Tivelle within the applicable 30-day window and provide your order number and return or exchange request.
Receive instructions
Our support team reviews the request and provides the appropriate instructions for the item and situation.
Return the item
When a physical return is required, prepare the product carefully and use the return method provided.
Resolution completed
After the return is received and reviewed where required, the approved refund or exchange can be completed.
Exchanges
When another option fits better
Eligible products can be exchanged free within 30 days. Exchange availability can depend on current stock, product condition, category, and the specific item requested.
- Contact us before returning the original product.
- Tell us which item you want to exchange and what replacement you are requesting.
- Replacement availability is confirmed during review and cannot be guaranteed until approved.
- If the replacement is unavailable, another eligible resolution may be offered.
- Any price difference may need to be addressed before the exchange can be completed.
- Items should remain complete and appropriately packaged where applicable.
Special Situations
When the issue is more than a standard return
Damaged, defective, incorrect, incomplete, hygiene-sensitive, and promotional purchases may require a different review from a standard change-of-mind return.
Arrived with visible damage
Keep the item and packaging while the issue is reviewed. We may request clear photographs showing the product, packaging, and visible damage.
Product does not work correctly
Contact us with a clear description of the issue. Depending on the product, additional details may be requested to help determine the appropriate resolution.
Wrong item received
If the product delivered does not match the item ordered, let us know promptly so the order can be reviewed and corrected.
Parts or items are missing
If your package is missing an expected component or product, keep all received materials and provide details so we can investigate.
Hygiene-sensitive products
Certain opened or used personal-care, feeding, nursing, recovery, or hygiene-sensitive products may require additional review before return eligibility can be confirmed.
Discounted purchases
If a promotional purchase qualifies for a refund, the refundable amount is based on the amount actually paid for the returned item.
Refund Timing
What happens after an approved return
When an approved return qualifies for a refund, the refund is issued to the original payment method unless another lawful resolution has been agreed.
After Tivelle processes the refund, the time required for the credit to appear can vary depending on your bank, card issuer, payment provider, or financial institution.
Original promotional discounts are reflected in the refund amount. A refund does not increase the amount originally paid for the returned product.
Return & Exchange Support
Start with Tivelle support
Our customer support team is available 24/7 to review return eligibility, exchange requests, damaged or incorrect orders, and questions about the 30-day return window.
Start a Return or ExchangeReturn and exchange eligibility is determined by the product, condition, timing, and circumstances of the request. Tivelle may update this page as operational or customer-service requirements change. Last updated October 2026.