Refund policy

At Pivache, we want you to love your purchase! We work with trusted suppliers to bring you quality items. Please review our return and refund policy below, which may vary depending on your product's supplier.

PRODUCTS FROM TRENDSI

1. Return Window

Trendsi has specific timeframes for return requests. For current return window details, please refer to the Trendsi Return Policy.

2. Eligible Items for Return

Trendsi's return eligibility varies by product category and condition. Some items may be final sale, and specific conditions must be met for apparel returns.

Important: Return eligibility depends on item condition, original packaging, and product category. For a complete list of returnable items and conditions, please consult the Trendsi Return Policy.

3. Non-Returnable Items (Trendsi)

Trendsi designates certain product categories as final sale. These may include beauty products, intimates, swimwear, and other items for hygienic or quality reasons.

For a complete and current list of non-returnable items, please visit the Trendsi Return Policy.

4. Return Shipping Fees & Restocking

Return shipping fees and restocking charges may apply depending on return circumstances and product condition. Trendsi may assess fees or decline returns that do not meet their conditions.

For current information on return shipping costs and restocking fees, please refer to the Trendsi Return Policy.

5. How to Initiate a Return (Trendsi)

To request a return for Trendsi products, please email support@pivache.com with the following information:

Email Subject: "Return Request - [Your Order Number]"

Email must include:

Your order number
Date of purchase
Item details (SKU, color, size)
Reason for return
Photos or evidence of defects/damage (if applicable)
Confirmation that you are emailing from the same email address used to make the purchase

Once we receive your request, we will verify the item details and forward your return to Trendsi for processing. Trendsi will review your request and communicate their decision directly.

Important: Trendsi reserves the right to decline returns that do not meet their eligibility criteria. For details on what qualifies for return, please visit the Trendsi Return Policy.

6. Refunds and Processing Timeline

Refund processing times vary depending on Trendsi's inspection and approval process. Once approved, refunds are processed to your original payment method. Please allow additional time for your bank or credit card company to post the refund to your account.

For current processing timelines, please refer to the Trendsi Return Policy.

PRODUCTS FROM CJDROPSHIPPING

1. Eligible Cases for Refund or Resend (No Return Required)

CJDropshipping provides refunds or replacements for the following situations without requiring the item to be returned:

Delayed Orders: Packages that exceed the estimated delivery time
Lost Packages: Items that are confirmed lost in transit
Product Issues: Damaged, defective, wrong items, or missing products from your order
Shipping Limitations: Issues related to destination country restrictions or shipping method failures

For these cases, you can receive a refund or replacement without needing to return the item.

2. Non-Eligible Cases (Customer Responsibility)

CJDropshipping does not provide "no-reason" refunds or free replacements for:

Wrong Size: Items selected in the incorrect size by the customer
Customer Ordering Errors: Situations where you ordered the wrong item
Personal Preference: Items you no longer want or don't like

For these cases, returns are possible only if you are willing to pay for return shipping costs to CJDropshipping's designated warehouse. Return shipping is your responsibility.

3. How to Initiate a Claim (CJDropshipping)

If you encounter any issue with a CJDropshipping product, please:

Contact us at support@pivache.com within 7 days of receiving your order with your order number and description of the issue
Provide photos or video evidence of the problem (damage, defect, wrong item, missing items, etc.)
We will submit a dispute on the CJDropshipping platform on your behalf
CJDropshipping will review your case and process a refund or resend based on their policy

Important: You must report issues within 7 days of delivery for CJDropshipping to process your claim. Claims submitted after this timeframe may not be eligible.

4. Return Shipping for Buyer-Initiated Returns

If you wish to return an item for the wrong size, ordering error, or personal preference, you may do so, but you must cover the cost of return shipping to CJDropshipping's warehouse. Contact us for the return address and shipping instructions.

5. CJDropshipping Dispute Policy & Additional Information

For complete details on CJDropshipping's refund, resend, and return policy, please visit their official Dispute & Refund Policy page.

GENERAL INFORMATION - ALL PRODUCTS

What We Cannot Accept

Please note that the following items are typically final sale and cannot be returned, though this may vary by supplier:

Clearance or sale-priced items
Items showing visible signs of wear, use, or damage
Items without original packaging or tags

Damaged or Defective Items Upon Arrival

If you received an item that is damaged or defective, please contact us immediately at support@pivache.com with:

Your order number
Clear photos or video of the damage or defect
A brief description of the issue

We will work with the appropriate supplier to arrange a replacement or resolution. Please report damage within 5 days of delivery to ensure the quickest resolution.

Important Notes

Always include your order number and original purchase email in all communications
Return policies, fees, and timeframes are set by our suppliers (Trendsi, CJDropshipping, etc.) and may vary
Different suppliers have different refund eligibility rules — review the section for your product's supplier
For the most current and detailed information on returns for your specific product, consult the relevant supplier's official policy