Refund policy

Order Changes & Cancellation Policy

Can I make changes to my order?

Changes are only possible if your order hasn't been processed for fulfillment. If eligible, we recommend canceling your order before placing a new order with the correct details.

How can I change my shipping address?

If your delivery address is incorrect, please contact us as soon as possible. While we'll do our best to update your address, changes can't be guaranteed once your order has been processed for fulfillment.

Once an order has been processed and a shipping label has been created, we're unable to change the shipping address.

To help ensure successful delivery, please provide a complete and accurate shipping address, including any apartment or suite numbers, correct street information, and a valid contact phone number. Pivo is not responsible for lost, delayed, or incorrectly delivered shipments resulting from inaccurate shipping information provided at checkout.

How can I cancel my order?

Orders can only be canceled before they have been processed for fulfillment.

Please submit the Cancellation Form as soon as possible. If your order has already entered the shipping process, you'll need to wait until you receive the package before submitting a return request, subject to the Return & Refund Policy below.

Return & Refund Policy

Pivo Professional includes a 10-day refund trial period, depending on the plan purchased. The trial period begins on the date your order is marked as delivered.

Refund requests must be submitted within the applicable trial period.

To be eligible for a refund, all of the following conditions must be met:

The product packaging remains unopened.
No Pivo account has been created or activated.
The Pivo app or any premium services have not been accessed.
No digital activation codes or licenses have been redeemed.
No onboarding, training, coaching, or other professional service sessions have been accessed or provided.

If any of the above conditions are not met, the order is non-refundable.

Service-Based Onboarding Guarantee

If you experience difficulties getting started with Pivo Professional, we're committed to helping you succeed.

Before approving a refund request related to onboarding or product setup, Pivo may, at its discretion, provide:

Specialized onboarding support
Access to additional training resources
Limited one-on-one onboarding or coaching sessions
Other reasonable assistance to help resolve setup or onboarding issues

Our goal is to help you successfully implement and use Pivo Professional.

What if my item is defective?

If your Pivo Professional hardware has a manufacturing defect, you may request a replacement within 30 calendar days of delivery.

After 30 calendar days, replacement requests will be handled in accordance with Pivo's applicable warranty policy.

To process a defective product claim, you'll be required to provide video evidence clearly showing the defect.

Note: Without supporting documentation demonstrating the defect, Pivo may be unable to approve your replacement request.

How do I return my item?

Submit the Return and Refund Form.
Include your order number, the item(s) you wish to return, photos of the unopened product, and the reason for your request.
If your return is approved, Pivo will provide return instructions and the appropriate return address.
Returns must be shipped using a trackable shipping method within 30 calendar days of receiving your return authorization.
Please retain and share your tracking number. Pivo may be unable to process claims for packages lost in transit without proof of shipment.
Let us know which shipping method you used.

Please note that Pivo does not provide prepaid return labels, and return shipping costs are the responsibility of the customer.

Where do I return my item(s)?

Our return warehouse depends on your location:

Australia & New Zealand: Australia warehouse
United States & Canada: United States warehouse
Europe: Europe warehouse
All other countries: South Korea warehouse

Important: Please do not send your return to the address shown on your shipping label or refuse delivery without first contacting Pivo. This may delay or prevent your refund from being processed. Always wait until you've received return instructions from our support team.

What if my order is returned to sender?

If your package is returned by the postal service or customs authorities, Pivo will arrange reshipment rather than issue a refund.

If the return results from customer error, reshipping and return handling fees may apply. Examples include:

Incorrect or incomplete shipping address
Invalid contact information
Failure to respond to delivery notifications
Refusal to accept delivery, pay applicable duties or taxes, or complete customs clearance
Failure to collect the package before the carrier's deadline

Applicable fees will vary depending on the destination country.

How will I receive my refund?

Once your approved return has been received, inspected, and confirmed to meet the refund eligibility requirements, your refund will be processed to your original payment method.

Please note:

Original shipping charges are non-refundable.
Return shipping costs are the responsibility of the customer.
Refunds may take up to 14 business days to appear in your account, depending on your payment provider or financial institution.

Promotion Policy

Please note the following terms for promotional offers:

Promotion offers are limited to one-time use unless otherwise stated.
Promotions are non-transferable and may only be redeemed by the original recipient.
Only one promotion code may be used per transaction.
Discount codes cannot be applied to shipping charges.
Promotions and discount codes cannot be applied to previously placed orders.
Promotion codes are not redeemable for cash or store credit.
Promotion codes must be entered before completing your purchase.
Promotions are not retroactive, and price adjustments will not be made on previously placed orders.