Returns, Refunds & Order Support
Shop with Greater Confidence
At Tibxervaโข, operated by SHUHUA SPORTS CO., LTD., we want every order to feel straightforward and dependable.
This policy explains the conditions for requesting a return, reporting a damaged product, arranging an exchange, and receiving an approved refund.
1. Standard Return Period
Eligible products may be returned within 30 days of delivery.
To qualify, the item should be:
- Unused, unworn, and in its original condition
- Complete with all included components and accessories
- Returned in the original packaging where reasonably possible
- Accompanied by valid proof of purchase
- Free from damage caused by improper handling, assembly, or use
Products that show signs of use, wear, modification, accidental damage, or missing parts may not qualify for a full refund.
2. Requesting a Return
All returns must be approved before an item is sent back.
To begin, email:
Please include:
- Your full name
- Order number
- Product name
- Reason for the return
- Photographs, if the item is damaged or incorrect
After reviewing your request, our support team will provide the applicable return instructions and confirmed return destination.
Please do not send products to any address without prior authorization. Unapproved returns may be refused, delayed, or sent back to the customer.
3. Damaged, Defective, or Incorrect Products
Please inspect your package shortly after delivery.
Contact us promptly if:
- The product arrived damaged
- An important component is missing
- The item appears defective
- You received a different product from the one ordered
Clear photographs of the product, packaging, shipping label, and affected area may be required so we can assess the issue.
Depending on the circumstances, an eligible claim may be resolved through:
- A replacement product
- Replacement components
- Store credit
- A partial refund
- A full refund
Please retain the original item and packaging until our support team confirms the next step.
4. Items That May Not Be Returned
Unless required otherwise by applicable law, the following items may be excluded from standard returns:
- Gift cards
- Personalized or customized products
- Products marked as final sale
- Items damaged through misuse or improper assembly
- Products returned with missing accessories or components
- Used hygiene-sensitive or personal-contact fitness items
- Promotional gifts supplied at no additional charge
Eligibility may depend on the condition of the product and the reason for the request. Contact us before returning an item if you are uncertain.
5. Exchanges
We do not guarantee direct one-for-one exchanges for every product.
The fastest exchange process is generally to:
- Request a return for the original item.
- Wait for return approval.
- Place a separate order for the preferred replacement.
For damaged, defective, or incorrectly shipped products, our support team may arrange a replacement directly where appropriate.
6. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
When Tibxervaโข Is Responsible
We may provide return instructions or cover reasonable return shipping when the confirmed issue involves:
- A defective product
- Shipping damage
- Missing essential components
- An incorrect item sent by us
Customer-Preference Returns
For returns related to personal preference, changed mind, incorrect selection, or similar reasons, the customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable unless the return is caused by an error on our part or applicable law requires otherwise.
7. European Union Withdrawal Rights
Customers receiving eligible orders within the European Union may have the right to withdraw from a qualifying purchase within 14 days, subject to applicable consumer law.
The withdrawal period generally begins when the customer, or a designated third party, receives the goods.
Returned products should be handled only as necessary to inspect their nature, characteristics, and functionality. A reduction in refund value may apply if the item has been used beyond what would reasonably be permitted during inspection.
Certain customized, sealed, hygiene-sensitive, or otherwise exempt goods may not qualify for withdrawal.
8. Return Inspection
Once an authorized return is received, we will inspect the product and review whether it meets the applicable return conditions.
We will then notify you whether the request has been:
- Approved
- Partially approved
- Rejected
- Placed on hold for additional information
Processing time may vary depending on the product condition, shipping route, and completeness of the return.
9. Refund Processing
Approved refunds are normally issued to the original payment method used for the order.
Please allow up to 10 business days after refund approval for the transaction to be processed. Banks, card issuers, and payment providers may require additional time before the funds appear in your account.
Shipping charges, duties, taxes, or other non-product fees may not be refundable unless required by law or the return resulted from an error attributable to us.
If an approved refund has not appeared after 15 business days, contact:
Include your order number and refund confirmation details so our team can investigate.
10. Order Cancellations
Orders begin processing shortly after they are placed.
A cancellation request may be submitted before shipment, but cancellation cannot be guaranteed once processing, packing, or dispatch has begun.
If the order has already shipped, the standard return procedure will apply after delivery.
11. Return Destination
Tibxervaโข does not publish a universal return address because the correct return location may vary by product, warehouse, and destination country.
The authorized return address will be supplied by our support team after your request has been reviewed.
Products sent to the companyโs registered office, an address shown on the original parcel, or any unconfirmed location may not be accepted.
12. Contact Information
For return, replacement, or refund assistance, contact:
Brand: Tibxervaโข
Legal Company: SHUHUA SPORTS CO., LTD.
Customer Support: service@tibpxrv.com
Please include your order number in all order-related messages to help us respond more efficiently.
Fair Support for Every Order
At Tibxervaโข, our goal is to handle eligible return and refund requests clearly, reasonably, and consistentlyโso you can shop for home fitness equipment with greater peace of mind.