Return & Refund Policy
Last updated: September 18, 2026
At Thriveviia, we want customers to feel confident when shopping with us. This Return & Refund Policy explains when products may be returned, how to request a return, who is responsible for return shipping costs, and how refunds are processed.
Thriveviia is owned and operated by Shenzhen Baoyi Technology Co., Ltd.
1. Return Window
Eligible products may be returned within 30 calendar days after delivery.
To qualify for a return, your return request must be submitted within this 30-day period.
Returns requested after the applicable return period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To be eligible for a return, the product must generally:
- Be unused or only reasonably inspected
- Be unworn, where applicable
- Be in its original condition
- Include the original packaging, accessories, manuals, and other components supplied with the product
- Include proof of purchase or your order number
Products that are damaged due to misuse, improper handling, unauthorized modification, normal wear and tear, or failure to follow product instructions may not qualify for a return.
3. How to Request a Return
Before returning any product, please contact our customer support team at:
Please provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photos or videos where relevant
- Any additional information reasonably required to review your request
Our customer support team will review your request and provide return instructions if your return is approved.
Please do not send a product back before receiving return instructions from us.
4. Return Address
Please do not send returns to our business registration address unless our customer support team specifically instructs you to do so.
Our business registration address is not necessarily the address of the warehouse responsible for processing returns.
Once your return request has been approved, our customer support team will provide the appropriate return warehouse address and return instructions.
Returns sent without authorization or to an incorrect address may result in processing delays.
5. Return Shipping Costs
Preference-Based Returns
For returns made because you changed your mind, ordered the wrong item, no longer want the product, or for another preference-based reason, you are generally responsible for the return shipping costs.
Original shipping charges are generally non-refundable for preference-based returns unless otherwise required by applicable law.
Damaged, Defective, Incorrect, or Misdescribed Items
If your product arrives:
- Damaged
- Defective
- Incorrect
- Missing significant components
- Materially different from the product description
please contact us at service@thriveviia.com and provide your order number together with clear photos or videos showing the issue.
After reviewing the information, we will provide an appropriate solution, which may include a replacement, refund, or return arrangement.
Where the issue is confirmed to be caused by an error on our part, we will not require you to bear reasonable return shipping costs associated with resolving the issue.
6. Non-Returnable Items
Certain products may not be eligible for return where applicable, including:
- Personalized or customized products
- Gift cards
- Products marked as final sale or non-returnable before purchase
- Products that have been used, damaged, or altered after delivery
- Products returned without required components or packaging where this materially affects their condition
- Products that cannot be returned for hygiene, health, or safety reasons after being opened, where applicable
Any product-specific return restrictions will be disclosed where appropriate before purchase or in the relevant product information.
This section does not limit any rights you may have under applicable consumer protection laws.
7. Return Inspection
Once your returned product is received, it may be inspected to confirm that it meets the applicable return conditions.
We will notify you if additional information is required or if there is an issue with the returned item.
If the return is approved following inspection, the applicable refund will be processed.
8. Refunds
Approved refunds will generally be issued to the original payment method used for the purchase.
Once an approved returned item has been received and inspected, we typically process the refund within 5–10 business days.
After we issue the refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.
We do not control processing times imposed by banks or payment providers.
9. Partial Refunds
In certain circumstances, only a partial refund may be appropriate, including where:
- A returned product shows signs of use beyond reasonable inspection
- Parts, accessories, or packaging are missing
- The product has been damaged after delivery for reasons not attributable to us
- The returned condition materially reduces the value of the product
Any partial refund will be determined reasonably based on the circumstances and subject to applicable law.
10. Exchanges and Replacements
If you receive a damaged, defective, or incorrect product, please contact:
Depending on the circumstances and product availability, we may offer an appropriate replacement or another suitable solution.
If you wish to exchange a product for preference reasons, please contact us before returning the original item so we can advise you of the available options.
11. Order Cancellations
If you need to request cancellation of an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate cancellation requests that are received before an order enters fulfillment.
Once an order has been processed, prepared for shipment, or shipped, we may no longer be able to cancel it. In that case, you may request a return after delivery in accordance with this Return & Refund Policy.
12. Incorrect Shipping Information
Customers are responsible for providing accurate shipping information when placing an order.
If you notice an error in your shipping address, please contact us as soon as possible at:
We will make reasonable efforts to update the address before the order is processed or shipped. However, address changes cannot be guaranteed once fulfillment has begun.
13. Packages Marked as Delivered
If tracking information shows that your package has been delivered but you cannot locate it, please:
- Check the delivery location and surrounding area
- Ask household members or neighbors where appropriate
- Review any carrier delivery information
- Contact us at service@thriveviia.com if the package still cannot be located
We will review the available information and assist you with the appropriate next steps.
We do not automatically reject a customer claim solely because tracking information shows a “Delivered” status.
14. Refunds for Shipping Issues
If an order appears to be lost, significantly delayed, or affected by another shipping problem, please contact:
Please provide your order number and any available tracking information.
We will review the circumstances and work with you to determine an appropriate solution.
15. Contact Us
If you have any questions about returns, refunds, damaged products, cancellations, or this policy, please contact us using the information below.
Brand Name:
Thriveviia
Legal Company Name:
Shenzhen Baoyi Technology Co., Ltd.
Business Address:
Room 310, Factory, Central Building, Fanshen Road, Zone 45, Haifu Community, Xin'an Subdistrict, Bao'an District, Shenzhen City, China
Customer Support Email:
service@thriveviia.com
Customer Service Phone:
+86 755 2915 1588
Thriveviia is owned and operated by Shenzhen Baoyi Technology Co., Ltd.