Consumers are entitled to a right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor their independent professional activity:
A. WITHDRAWAL POLICY
RIGHT OF WITHDRAWAL
The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.
As we work with a fully automated system, orders are processed immediately after they are placed. Unfortunately, we are therefore unable to interrupt the shipping process until delivery, and a refund before receipt of the goods is therefore not possible.
To exercise your right of withdrawal, you must inform us (email: support@tiveno.de) of your decision to withdraw from this contract by means of a clear statement (e.g., email). The cancellation is complete when we have received the physical goods. The buyer bears the cost of returning the goods.
Friendly reminder: Addresses on the package are not approved as return addresses. Returned packages without an authorized return address from customer service representatives will not be refunded or exchanged. We will refund your original payment method within one week.
CANCELLATION FOR ITEMS IN TRANSIT
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can still inform us of your cancellation in advance.
In order to guarantee the fastest possible refund, we ask you to send us a shipping confirmation.
An early refund is possible in the event of non-receipt of the goods at the earliest 16 weeks after receipt of the order.
CONSEQUENCES OF CANCELLATION
If you cancel this contract, we shall reimburse you for all payments we have received from you, excluding delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we receive notification of your withdrawal from this contract and the physical goods. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.
WITHDRAWAL FORM
To make the return process easier, please note the following points.
1) Only items in their original packaging and unworn will be accepted for exchange/refund.
2) Returns are at your own expense. Only goods that have been insured and shipped with tracking will be accepted by us as returns. If packages cannot be located due to a missing tracking number, we cannot track them and therefore cannot refund/exchange them.
3) Refunds will be made no later than 14 days after receipt of the goods, provided that the goods are returned to us in the same condition as they were previously sent to you.
4) Flat-rate fee: As we have incurred or will incur costs for shipping, logistics, and restocking, a flat-rate fee of €20 per order will be charged. The flat-rate fee will be automatically deducted from the refund. This flat-rate fee will also be charged if the cancellation form has not been completed and sent to us in good time (before receipt of the return) (email is sufficient in this case). Our warehouse management/returns department cannot make a clear assignment and, above all, cannot analyze the reason for the return.
5) In the case of collective orders (shoes + clothes + jackets...as well as several items in one package), all items must be returned to us individually, as otherwise they will cause increased logistical effort in terms of inspection and storage. If you do not comply with this and send all items together, we will have to charge a flat-rate fee of €13 per item for administrative procedures. Please save yourself this expense and return each item separately, even if you received the items in one delivery. If you have any questions regarding returns, our customer service team will be happy to assist you.
6) We offer free return shipping for all orders with a minimum order value of €250. The minimum order value applies exclusively to non-discounted items. For example, if you order a jacket for €200 and another jacket for €50 that is discounted, only the first non-discounted jacket counts. In this example, your minimum order value would be $200 and we would not be able to offer you free return shipping. To benefit from free return shipping, you must place an order over $250 with items that are not discounted. If you do not reach the minimum order value with the above specifications, you will bear the costs for return shipping and all other associated costs yourself.
Information about shipping costs: Dear customer, please note that shipping costs for delivery from us are usually subsidized. We charge less than the actual costs incurred by you. Our shipping costs average €8.90 per package to Europe, even if these are lower when invoiced at the time of purchase.
In the event of a return of goods that is not treated as a complaint recognized by us (this includes returns due to dissatisfaction, incorrectly ordered sizes, unfulfilled expectations), we must deduct the shipping costs for the delivery to you in the amount of €8.90 from the refund.
If you wish to cancel the contract, please fill out this form and send it back to us.
We do not guarantee the safe arrival of your return shipment. Therefore, please send it to us insured and with tracking.
Once the package has been shipped, please send us the tracking information to the following email address:
Returns without tracking information may be lost!
To:
Beijing Future Technology Co., Ltd.
10th Floor, Future Tower
88 Guanghua Road
Chaoyang District
Beijing (China)
Legal representative: 张伟 Zhang Wei
Email: support@tiveno.de
I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
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Ordered on (*) ____________ / received on (*) __________________
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Name of consumer(s)
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Address of consumer(s)
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Signature of consumer(s) (only for paper notifications)
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Date
(*) Delete as applicable