Refund policy

At 5IVE, we are committed to ensuring that you are completely satisfied with your purchase. If you are not happy with your order for any reason, our Return and Refund Policy is designed to make the process easy and transparent.

1. Eligibility for Returns

You can return items within 30 business days of receiving your order, provided the following conditions are met:

  • The item(s) must be in unused, and original condition (including packaging tags, and labels).
  • The return request must be initiated within 30 business days from the date of delivery.

Please refer to the product description for any specific return restrictions.

2. How to Initiate a Return

To return an item, please follow these steps:

  1. Email our customer service team at emekaonyebuchi.a@gmail.com within 5-10 business days of receiving your order. Please provide your order number, you wish to return.

  2. Once we receive your request, we will provide you with a specific instructions on how to return the item(s).

  3. Our team carefully pack the item(s) in their original packaging, ensuring all accessories, manuals, or additional parts are included. Return shipping costs are the customers responsibility, unless the return is due to a defect or incorrect item.

  4. Our team ships the item to the address provided in the RA instructions. We recommend using a trackable shipping service for your return to ensure it arrives safely.

3. Refund Process

Once we receive your returned item(s), we will inspect it to ensure it meets the conditions of our return policy. If everything is in order, your refund will be processed as follows:

  • Refunds will be issued to the original payment method used for the purchase.
  • The refund will cover the cost of the returned item(s) only. Shipping charges are non-refundable unless the return is due to a defect or shipping error on our part.
  • Please allow up to 7 business days for the refund to be processed and reflected in your account, depending on your payment provider.

4. Non-Returnable Items

The following items are not eligible for return or refund:

  • Products returned after the 30-day return window has passed.
  • Customized, personalized, or final sale items.
  • Any products that have been damaged due to misuse or improper handling.

5. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order.

6. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 5 - 10 business days of receiving the product. We will assist you with a return or replacement at no additional cost. Please provide photos of the damaged or incorrect item(s) when contacting us.

7. Contact Us

If you have any questions or concerns regarding our Return and Refund Policy or need assistance with your return, please don't hesitate to contact our customer service team:

  • Email: emekaonyebuchi.a@gmail.com
  • Phone: 416-825-4170