Return, Refund & Exchange Policy

At KIVO ACTIVE, operated by KIVO ACTIVE SDN BHD, we are committed to providing quality sports equipment, fitness accessories, and related products while ensuring a reliable and satisfactory shopping experience for our customers.

We strive to ensure that every order is accurately fulfilled and delivered in good condition.

Please read our Return, Refund & Exchange Policy carefully before making a purchase.

1. Return, Refund & Exchange Eligibility

All products purchased from KIVO ACTIVE are generally non-returnable, non-refundable, and non-exchangeable, except under the following circumstances:

Incorrect Item Received: The product delivered is different from the item originally ordered, including incorrect models, sizes, colours, or specifications.
Product Not as Described: The product received does not match the descriptions, features, specifications, or information displayed on our website.
Damaged or Defective Products: The product arrives damaged, faulty, defective, or unsuitable for its intended purpose under normal usage conditions.
Delivery Delays: The order exceeds the estimated delivery period stated in our Shipping Policy, subject to the reasons for the delay and applicable consumer rights.

All return, refund, and exchange requests will be reviewed based on the circumstances, product condition, supporting evidence, and relevant Malaysian consumer protection laws.

2. Supporting Evidence Requirements

To help us investigate and verify return, refund, or exchange requests, customers are encouraged to provide supporting documentation where applicable.

Recommended evidence includes:

Unboxing Video: A clear, continuous, and unedited video showing the unopened parcel, shipping label, original packaging, and products received.
First-Use Video: A recording demonstrating the reported issue during the product’s initial use, where relevant.
Additional Evidence: Clear photographs of damaged or defective products, incorrect items, packaging conditions, order confirmation details, and any other relevant documentation.

We strongly encourage customers to record the unboxing process, particularly when receiving sports equipment, fitness accessories, or fragile products.

Supporting evidence allows us to investigate claims more efficiently. However, the absence of an unboxing or first-use video will not automatically invalidate a claim where statutory consumer rights apply.

3. Request Submission Period

Customers are requested to report any return, refund, or exchange issues within 24 hours of receiving their order.

All requests should be submitted via email to:

kivoactive@outlook.com

Please include the following information:

Order number.
Full name and contact details.
Description of the issue.
Relevant photographs or video evidence, where available.

Requests submitted after the 24-hour reporting period may not qualify under our standard discretionary return arrangements.

However, this reporting period does not exclude, restrict, or override any rights or remedies available to consumers under applicable Malaysian laws.

4. Review & Approval Process

Upon receiving your request, our customer support team will review the details and supporting evidence provided.

Additional information or clarification may be requested where necessary to verify the issue.

Approval of any return, refund, or exchange will depend on the nature of the claim, product condition, available evidence, and applicable legal requirements.

Customers will be informed of the review outcome via email, together with further instructions where applicable.

5. Refund Processing

For approved refund requests:

Refunds will generally be issued through the original payment method, where possible.
Refund processing will normally be initiated within 7–14 business days after approval.
The actual time taken for refunded amounts to appear in your account may vary depending on the bank, payment gateway, or financial institution.
Any necessary product return arrangements will be communicated before the refund is processed.

All refunds will be managed in accordance with applicable Malaysian consumer protection laws.

6. Product Returns & Exchanges

Once a return or exchange request has been approved, customers will receive instructions on how to proceed.

Where reasonably possible, returned products should include their original packaging, product labels, accessories, manuals, and any components supplied with the order.

Customers are advised not to return any products without first contacting our customer support team.

For discretionary returns, we may decline requests involving:

Products damaged due to misuse, improper handling, or unauthorised modifications.
Products showing excessive wear and tear unrelated to manufacturing defects.
Products used in a manner inconsistent with the manufacturer’s instructions.
Products returned due solely to a change of mind or personal preference.

These restrictions do not apply where they would interfere with statutory consumer rights concerning defective, unsafe, incorrectly supplied, or misdescribed products.

For products confirmed to be incorrect, damaged, defective, or not as described, applicable return shipping costs and arrangements will be handled in accordance with Malaysian consumer protection laws.

7. Consumer Protection Rights

Nothing in this policy excludes, restricts, or limits any statutory consumer rights or remedies provided under the Consumer Protection Act 1999 or other applicable laws of Malaysia.

Where products fail to comply with applicable consumer guarantees, customers may be entitled to a repair, replacement, refund, or another appropriate remedy, depending on the circumstances and legal requirements.

The 24-hour reporting period and recommended supporting evidence are intended to assist with claim verification and efficient customer service. They do not remove or limit any statutory rights available to customers.

8. Changes to This Policy

KIVO ACTIVE SDN BHD reserves the right to amend or update this Return, Refund & Exchange Policy when necessary to reflect changes in our business operations, product offerings, or applicable legal requirements.

Any revisions will be published on this page with an updated effective date.

Changes will not override existing contractual obligations or applicable statutory consumer rights.

9. Contact Information

For questions, concerns, or assistance regarding returns, refunds, or exchanges, please contact:

KIVO ACTIVE SDN BHD
Company Registration No.: 202601040535 (1702630-K)

Business Address:
55-2, Jalan Sepah Puteri 5/1B,
Pusat Dagangan Seri Utama,
Kota Damansara,
47810 Petaling Jaya, Selangor, Malaysia.

Email: kivoactive@outlook.com

Thank you for shopping with KIVO ACTIVE. We appreciate your trust and are committed to providing reliable products and customer service.