At KIVO ACTIVE, we strive to provide a smooth and hassle-free shopping experience. We understand that customers may occasionally need to cancel an order. Please review our cancellation policy below.
1. Order Cancellation
Customers may request to cancel an order before it has been processed for shipment.
To request a cancellation, please contact us as soon as possible at kivoactive@outlook.com with your order number and cancellation reason.
Cancellation requests are subject to the current order status and confirmation by our customer service team.
2. Cancellation Before Shipment
If your order has not yet been shipped, we will make reasonable efforts to accommodate your cancellation request.
Once the cancellation is approved, you will receive a confirmation, and any applicable refund will be processed.
3. Cancellation After Shipment
Once an order has been dispatched or handed over to our courier partner, cancellation may no longer be possible.
If you wish to return an item after receiving it, please refer to our Return & Refund Policy for further information.
This does not affect your rights under applicable Malaysian consumer protection laws.
4. Refunds for Cancelled Orders
For successfully cancelled prepaid orders, a full refund will be issued to the original payment method, unless otherwise agreed.
Refund processing times may vary depending on your payment provider, bank, or financial institution.
We will notify you once your refund has been initiated.
5. Order Changes
If you need to modify your order, including changes to product selections, quantities, or delivery details, please contact us before shipment.
We will make reasonable efforts to accommodate your request. However, modifications are subject to order status and product availability.
6. Cancellation by KIVO ACTIVE
We reserve the right to cancel an order under reasonable circumstances, including:
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Products being unavailable or out of stock.
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Payment verification failure.
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Incorrect pricing or product information.
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Suspected fraudulent or unauthorised transactions.
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Delivery restrictions or unforeseen operational circumstances.
If we cancel an order after payment has been received, we will notify you and arrange a full refund for the cancelled items.
7. Consumer Rights
This Cancellation Policy is governed by the applicable laws of Malaysia, including the Consumer Protection Act 1999.
Nothing in this policy excludes or limits any statutory rights or remedies available to consumers under Malaysian law.
8. Contact Us
For cancellation requests, order modifications, or related enquiries, please contact:
KIVO ACTIVE SDN BHD
Company Registration No.: 202601040535 (1702630-K)
Address:
55-2, Jalan Sepah Puteri 5/1B,
Pusat Dagangan Seri Utama,
Kota Damansara,
47810 Petaling Jaya, Selangor, Malaysia.
Email: kivoactive@outlook.com
© 2026 KIVO ACTIVE SDN BHD. All Rights Reserved.