Refund and Returns Policy

Refund and Returns Policy

1. Overview

This Refund and Returns Policy (“Policy”) applies to all services and products purchased from tva.sg, operated by Tokoviva Pte. Ltd. (“we,” “us,” or “our”), a company registered in Singapore. This Policy complies with Singapore law and acknowledges the consumer protection laws of the countries where our customers reside.

2. Physical Products

2.1. Return Eligibility

  • Return period: 14 days from delivery date (or longer if required by local law)
  • Items must be unused and in original condition
  • Original packaging must be intact with all tags and labels
  • Proof of purchase required
  • Different return periods may apply based on your location and local consumer protection laws

2.2. Non-Returnable Physical Items

  • Items marked as “Final Sale”
  • Items with broken security seals
  • Personal care items
  • Custom-made or personalized items
  • Items showing signs of use or wear
  • Items where hygiene or health protection seals have been broken

2.3. Return Shipping

  • Customer responsible for return shipping costs unless otherwise required by local law
  • Use tracked shipping services
  • Include order number with return
  • Returns without authorization may be rejected

3. Digital Services & Products

3.1. IT Services

  • No refunds for activated services
  • Service periods begin upon activation
  • Unused service periods are non-refundable
  • Service quality issues addressed through support channels

3.2. Digital Products

  • No refunds after download or access code delivery
  • Technical support provided for installation issues
  • Compatibility requirements clearly stated at purchase
  • Trial versions available where applicable

3.3. Hosting Services

  • No refunds for active hosting periods
  • Service level agreements apply
  • Uptime guarantees as specified in service terms
  • Technical issues addressed through support

4. Exceptions & Legal Rights

4.1. Mandatory Consumer Rights

  • This policy does not affect your statutory rights
  • Local consumer protection laws apply where they provide stronger protections
  • Cooling-off periods observed as required by local law
  • Right to repair or replacement for defective goods preserved

4.2. Valid Reasons for Returns/Refunds

  • Defective products
  • Items significantly different from description
  • Damaged during shipping (with evidence)
  • Non-delivery of products
  • Services not provided as specified
  • Legal right of withdrawal where applicable

5. Refund Process

5.1. How to Request a Return

  1. Contact hi@tva.sg within the eligible period
  2. Provide order number and reason for return
  3. Wait for return authorization
  4. Follow provided return instructions

5.2. Refund Methods

  • Original payment method will be refunded
  • Processing time: 7-14 business days
  • Bank processing times additional
  • Shipping costs refunded only if return due to our error or required by law

6. International Orders

6.1. Cross-Border Transactions

  • Consumer rights in your country will be respected
  • Local warranty laws apply where applicable
  • Return periods may vary by region
  • Import duties/taxes usually non-refundable

6.2. Regional Variations

  • EU customers: minimum 14-day return right
  • UK customers: Consumer Rights Act 2015 applies
  • US customers: state-specific consumer rights preserved
  • Other regions: local consumer laws observed

7. Contact Information

For all inquiries:

  • Email: hi@tva.sg
  • Company: Tokoviva Pte. Ltd.
  • UEN: 202125919M
  • Registered Address: 68 Circular Rd. #02-01, Singapore 049422

8. Policy Updates

8.1. Changes to Policy

  • Updated periodically to reflect legal requirements
  • Changes posted on this page
  • Material changes communicated via email
  • Prior versions available upon request

Last Updated: February 14, 2025

9. Consumer Rights Notice

This policy complies with Singapore’s Consumer Protection (Fair Trading) Act (CPFTA) and acknowledges consumer protection regulations worldwide. Where local consumer protection laws provide stronger rights or protections, these will take precedence over this policy.

For any queries regarding this policy, please contact Tokoviva Pte. Ltd. at hi@tva.sg

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