Refund Policy

At Tivu, we strive to provide the best possible shopping experience for our customers. If you need to request a refund, exchange, or return, please carefully review our policy below.

Return and Refund Request Period

You may request a refund or return within 7 calendar days of receiving your product, in accordance with the Brazilian Consumer Protection Code.

To start the process, please contact our customer support team at:

Email: support@tivu.com.br

Refund Eligibility

To qualify for a refund, the product must:

• Show no signs of use.

• Be in perfect condition.

• Be returned in its original packaging.

• Include all accessories and items originally shipped.

Products damaged due to misuse are not eligible for a refund.

Defective or Damaged Products

If your product arrives with a manufacturing defect, is damaged, or is different from what you ordered, please contact us within 7 calendar days of receiving it.

You will need to provide:

• Your order number.

• Photos or videos showing the issue.

• A description of the defect or problem.

After our team reviews your request, we may offer:

• A full refund.

• A replacement product.

• Store credit.

Orders in Transit

If your order is still in transit, you must wait until it has been delivered before requesting a return or refund.

Orders shipped to an incorrect address provided by the customer are not eligible for free returns or refunds.

Change-of-Mind Returns

If you change your mind after receiving your product, you may request a refund within the legally established period of 7 calendar days.

Return shipping costs may be the customer's responsibility, except in cases involving defective products or order fulfillment errors.

Refund Processing Time

Once we receive and inspect your returned product, your refund will be processed within 10 business days.

Refunds may be issued through:

• A refund to your original credit card.

• A bank transfer.

• The original payment method used for your purchase.

The time it takes for your refund to appear in your account may vary depending on your credit card provider or financial institution.

Non-Refundable Items

We do not offer refunds for:

• Products showing signs of improper use.

• Products damaged by the customer.

• Orders shipped to an incorrect address provided by the buyer.

• Sale or clearance items, unless they have a manufacturing defect.

Order Cancellations

Orders may only be canceled before they have been processed for shipping.

Once an order has been shipped, you must wait until it has been delivered before requesting a return.

Contact Us

If you have any questions, please contact our customer support team.

Email: support@tivu.com.br

Website: tivukids.com

Tivu — Committed to your satisfaction and a secure shopping experience with every purchase.