Refund Policies

1. Order Delays

An order may qualify for a refund or resend if it has not arrived within the following estimated maximum delivery periods:

• United States: More than 45 days after the order departs from the shipping facility.
• Brazil: More than 110 days due to possible customs and local delivery delays.
• Other countries: Up to 100 days for certain shipping methods or destinations.

Orders may also be delayed because of unsuccessful delivery attempts, pickup issues, customs processing, or an incomplete or incorrect shipping address.

Before submitting a dispute, please contact your local post office or delivery carrier to confirm whether the package is being held for pickup.

2. Orders Not Received

• If the tracking information shows the package as “delivered,” a refund or resend will generally not be provided.
• If you have not received the package, you may be required to provide a non-delivery certificate or written confirmation from your local post office or shipping carrier.
• Please check with household members, neighbors, reception desks, building management, and nearby delivery locations before submitting a claim.

3. Damaged Products

• A full refund or replacement may be provided for products that arrive severely damaged and cannot be used.
• A partial refund may be provided for minor damage, such as small scratches or cosmetic marks that do not affect normal use.
• Refunds are not normally provided for damage limited to the outer packaging caused during international transportation.
• Claims involving electronic products must be submitted within 30 days of delivery.

Clear photos or videos showing the damage, product packaging, and shipping label may be required.

4. Incorrect or Missing Products

• A full refund or replacement may be provided if you receive a completely incorrect product.
• A partial refund or resend may be provided if a non-critical component or accessory is missing.
• For product size issues, please provide a clear photo showing the product measurements.
• Photos of the received product, packaging, shipping label, and order details may be required.

5. Order Cancellations

• A full refund may be provided when an order is canceled before it enters processing, fulfillment, or shipping.
• Orders cannot normally be canceled after they have been processed, fulfilled, or shipped.
• Customized products, personalized products, and pre-order items cannot be canceled once payment has been confirmed and production has started.

1. Dispute Deadlines

Disputes should be submitted within seven days of the confirmed delivery date or the applicable expected delivery deadline.

Claims submitted after the deadline may not be accepted unless required by applicable consumer protection law.

2. Force Majeure

pikivo.shop is not responsible for delays, losses, or interruptions caused by events beyond our reasonable control, including:

• Natural disasters
• Epidemics or public health emergencies
• Customs inspections or customs delays
• War, political unrest, or civil disturbances
• Government restrictions
• Transportation or carrier disruptions
• Extreme weather conditions

3. Shipping Method Restrictions

Refunds and resends may not be available for non-trackable shipping methods or shipping services that do not provide reliable delivery confirmation.

4. Delivery Location Restrictions

Disputes may not be accepted for certain destinations with known delivery limitations, restricted postal services, security concerns, or a high risk of unsuccessful delivery.

5. Returns

• All returns must be authorized in advance.
• Unauthorized returns will not be accepted or processed.
• Approved products must normally be returned within 30 days of receipt.
• Products must be returned to the warehouse address provided by our customer support team.
• Do not return products to the address shown on the original shipping label unless specifically instructed.
• Returned products should be unused, undamaged, and in their original packaging whenever possible.

6. Service-Based Products

Service-based products, including photography, custom packaging, inspection, design, sourcing, or similar services, are non-refundable after the requested service has been completed.

7. Unacceptable Disputes

Refunds, resends, or returns may not be approved for the following reasons:

• Change of mind after the order has been processed or shipped.
• The product looks different from personal expectations but has no confirmed defect.
• Delays caused by customs, natural disasters, or force majeure.
• The customer ordered the wrong product, color, model, or size.
• The customer provided an incomplete or incorrect shipping address.
• Minor packaging damage that does not affect the product.
• Odors or minor characteristics considered normal for the product.
• Tracking information was deleted, expired, or unavailable after a long period.
• The customer refused to cooperate with the carrier, customs authority, or post office.