KIVIX EXCHANGE POLICY

KIVIX is committed to delivering a premium shopping experience and ensuring the highest level of customer satisfaction. If a product is defective or you need to change its specifications, size, color, or model, KIVIX will provide support in accordance with the terms and conditions below.

1. Exchange Period & Eligibility

Exchange Period

Customers may submit an exchange request within 07 days from the date the order is successfully delivered by the shipping provider.

Product Eligibility Requirements

To qualify for an exchange, the product must meet all of the following conditions:

  • Product Condition: The product must be 100% new and unused, with all original tags, labels, seals, accessories, and promotional gifts, if applicable, intact. The product must not have been washed, altered, repaired, modified, or subjected to any technical intervention.

  • Inspection Requirement: KIVIX reserves the right to inspect and assess the actual condition of the returned product before approving any exchange request.

  • Exchange Limit: Each product listed on an invoice is eligible for one exchange only.

Product Value Difference

  • Customers may exchange the original product for another product of equal or higher value. If the replacement product has a higher price, the customer is responsible for paying the price difference.

  • If the replacement product has a lower value than the original product, KIVIX will not refund the remaining balance.

Exceptions

  • Refunds: KIVIX does not provide cash refunds or bank transfer refunds for orders that have already been paid.

  • Deeply Discounted Products: Products discounted by 30% or more, including Clearance and Flash Sale items, are not eligible for exchange, return, or warranty unless otherwise specifically stated in the terms and conditions of the relevant promotional campaign.

2. Exchange Process & Shipping Costs

Exchange Process

Step 1 – Submit an Exchange Request
Please contact KIVIX directly via Hotline/Zalo: 034 539 7036, or send a message through KIVIX’s official Facebook Page or Shopee store. Customers are required to provide the relevant order information together with photos or videos of the product.

Step 2 – Confirmation & Inspection
KIVIX Customer Service will review the request and provide instructions for sending the product to the designated inspection center for assessment.

Step 3 – Replacement Product Delivery
Once the returned product has been inspected and confirmed to meet the exchange eligibility requirements, KIVIX will prepare, package, and ship the replacement product to the customer.

Shipping Fee Policy

  • Errors attributable to KIVIX:
    If KIVIX delivers the wrong model, size, quantity, or if the product has a manufacturing or technical defect, KIVIX will cover 100% of the two-way shipping costs.

  • Customer-requested exchanges:
    For exchanges based on personal preference, such as changing the size, color, or product model, the customer will be responsible for all two-way shipping costs.

Please note: Any additional charges, if applicable, will be clearly communicated and confirmed by KIVIX Customer Service before the exchange process is carried out.

3. EXCHANGE SUPPORT CENTER

For any questions or urgent assistance regarding an exchange request or order, please contact:

Customer Service Hotline / Zalo: 034 539 7036
Email: Kivixsport@gmail.com
Website: www.kivixsport.com