Refund policy
Last Updated: September 24, 2026
At TIXMARIVA™, we want customers to shop with clear expectations and confidence. This Return & Refund Policy explains when an item may be returned, how to request a return, and how approved refunds are handled for purchases made through tixmari.com.
Please review the conditions below before sending any product back to us.
1. 30-Day Return Period
Unless otherwise stated or required by applicable law, eligible products may be returned within 30 days after the date you receive your order.
To qualify for a standard return, the product should generally:
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Be unused, unworn, and in substantially the same condition in which it was received
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Include its original packaging, accessories, manuals, and tags where applicable
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Show no signs of misuse, alteration, washing, damage, or excessive handling
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Include valid proof of purchase, such as an order number or order confirmation
We reserve the right to decline a return when the product does not satisfy the applicable return conditions, subject to mandatory consumer rights.
2. Return Authorization Is Required
Do not send a return without contacting us first.
To request a return, email:
Please provide:
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Your order number
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The name used for the order
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The item you wish to return
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The reason for the return
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Photos or other supporting information where relevant
After reviewing your request, our customer service team will provide the applicable return instructions and, where necessary, the authorized return destination.
Important
Products sent to an address without prior return authorization may not be accepted or processed.
Please do not automatically send returned merchandise to the business address displayed on our website unless our customer service team specifically instructs you to do so.
3. Damaged, Defective, or Incorrect Orders
Please inspect your package as soon as reasonably possible after delivery.
If you receive:
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A damaged product
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A defective item
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The wrong product
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An incorrect quantity
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An item materially different from what you ordered
please contact us promptly at service@tixmari.com.
To help us review the issue, we may request photographs of:
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The product
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The packaging
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The shipping label
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The damaged or incorrect area
After confirming the issue, we may offer an appropriate solution, which may include replacement, refund, or another remedy permitted under applicable law.
4. Items That May Not Be Eligible for Return
Certain goods may be excluded from standard returns where legally permitted.
Examples may include:
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Personalized or custom-made products
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Products made specifically to customer requirements
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Gift cards or similar stored-value products
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Products that cannot reasonably be returned for hygiene or health-protection reasons after being opened or used
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Items damaged through misuse or improper care
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Products clearly designated as final sale, where such restrictions are permitted by applicable law
A promotional price or discount does not automatically remove statutory consumer rights.
If you are unsure whether your purchase can be returned, please contact us before sending the item back.
5. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Change-of-Mind Returns
For eligible discretionary returns where the product is not defective or incorrect, the customer may be responsible for return shipping costs unless we state otherwise or applicable law requires a different arrangement.
Our Error or Qualifying Product Issue
If we confirm that an item was:
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Incorrectly supplied
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Damaged before or during delivery
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Defective upon receipt
we will provide appropriate return or resolution instructions.
Please contact us before purchasing your own return postage if the issue relates to an error on our part.
6. Exchanges
We do not guarantee direct product exchanges for every item or destination.
Where an exchange is not available, the usual process is:
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Request authorization to return the original eligible product.
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Complete the approved return process.
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Place a separate order for the preferred replacement item.
This helps keep inventory, payment, and shipment records accurate.
If your item arrived damaged or incorrect, please contact us first rather than placing a replacement order immediately.
7. European Union / EEA Consumer Withdrawal Rights
If you are a consumer in the European Union or another jurisdiction that provides a statutory withdrawal right, you may have the right to withdraw from an eligible distance-purchase contract within 14 days without providing a reason.
The applicable withdrawal period generally begins on the day you, or a person nominated by you other than the carrier, takes physical possession of the goods.
To exercise this right, you must communicate your decision to withdraw within the applicable statutory period.
Certain exceptions may apply under consumer law, including for specific personalized, perishable, sealed hygiene, or other exempt products.
These statutory rights operate independently of any additional commercial return period offered by TIXMARIVA™.
Nothing in this policy is intended to limit consumer protections that cannot legally be waived.
8. Inspection of Returned Products
After an authorized return reaches the designated return location, the item will be reviewed to confirm its condition and eligibility.
During inspection, we may check:
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Product condition
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Packaging
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Included components
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Evidence of use or damage
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The reason stated for the return
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Whether the returned item matches the original purchase
Once the inspection is complete, we will inform you whether the refund has been approved.
9. Refund Processing
If a refund is approved, it will normally be issued to the original payment method used for the order.
Once we process an approved refund, please allow approximately up to 10 business days for it to appear, depending on your bank, card issuer, payment provider, and transaction method.
Financial institutions may require additional processing time after the refund has been released by us.
If more than 15 business days have passed after we confirm that an approved refund was processed, please contact:
When contacting us, include your order number so we can review the transaction.
10. Shipping Charges and Other Costs
Original shipping charges may not be refundable for change-of-mind returns unless:
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The refund is required by applicable law
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The order was incorrectly fulfilled
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The product was defective
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We specifically confirm otherwise
Where expedited or premium shipping was selected, additional delivery charges may also be excluded from a discretionary refund where legally permitted.
Any applicable deductions will be communicated as part of the return review.
11. Return Destination
TIXMARIVA™ may use different warehouses, logistics facilities, or return-processing locations depending on the product and destination.
For this reason, a return address must be obtained from our customer service team before shipping the item.
Please do not return products to our registered business address unless you receive written instructions confirming that address for your specific return.
Unauthorized returns or products sent to an incorrect location may be delayed, rejected, or unable to be processed.
12. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate the request if fulfillment has not yet progressed too far.
Once an order has been processed, packed, or handed to the carrier, cancellation may no longer be possible. In that situation, you may need to follow the applicable return procedure after delivery.
Any statutory cancellation rights available in your jurisdiction remain unaffected.
13. Consumer Rights
This policy provides general return and refund rules for purchases through tixmari.com.
Nothing in this policy excludes, restricts, or replaces any mandatory consumer rights or remedies available under applicable law.
Where local consumer law provides greater protection than this policy, the legally required protection will apply.
14. Contact Information
For return requests, refund questions, damaged-item claims, or other assistance concerning this policy, please contact us using the information below.
Brand Name: TIXMARIVA™
Website: tixmari.com
Legal Company Name: Shenzhen Heliang Network Technology Co., Ltd.
Owner: Zheng Yu
Business Address: Room 307, Building D, Yangma Comprehensive Market, Yangmei Community, Bantian Subdistrict, Longgang District, Shenzhen, China
Phone: +86 13554901065
Email: service@tixmari.com
Please include your order number whenever contacting us about a purchase so that we can locate your order efficiently.
Last Updated: September 24, 2026