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Thank you for shopping with Austivo. Your satisfaction is our highest priority, and we want to ensure that you are completely satisfied with every purchase.

Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a third party nominated by you who is not the carrier, takes possession of the goods.

To exercise your right of withdrawal, you must inform us:

ShopSphere Limited
Room S021, 2/F, The Capital, 61-65 Chatham Road South, Tsim Sha Tsui, Hong Kong
Email: contact@austivo.com

by means of a clear statement (e.g. by email) informing us of your decision to withdraw from this contract. You may use the model withdrawal form below, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive notification of your withdrawal from this contract.

For this reimbursement, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees as a result of this reimbursement.

We may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is the earlier.

You must return or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you notify us of your withdrawal from this contract. The deadline is met if you send the goods before the 14-day period has expired.

The direct cost of returning the goods is borne by the customer, unless the return is due to an error on our part (incorrect product, damaged goods or defective product).

Condition of Returned Goods

You are only liable for any diminished value of the goods if this diminished value results from handling the goods in a way that was not necessary to establish their nature, characteristics and functionality. This means that you may inspect the goods as you would in a retail store — there is no requirement to return the goods in their original packaging.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following contracts:

• Goods that are made to the customer’s specifications or are clearly personalised
• Sealed goods that are not suitable for return for reasons of health protection or hygiene and whose seal has been removed after delivery

Damaged or Defective Goods

If you receive damaged, defective or incorrect goods, please contact us within 48 hours of receiving your order at contact@austivo.com with:

• Your order number
• A description of the problem
• Photos of the affected goods

In these cases, we will fully cover all costs of return and replacement or refund.

Refund Process

1. Contact us at contact@austivo.com and provide your order number and the reason for the return.
2. We will confirm your return request within 2 business days.
3. Send the goods to the address provided by us.
4. Once we receive the returned goods, we will process your refund within 14 days.
5. The refund will be issued to the original payment method.

Model Withdrawal Form

(If you wish to withdraw from the contract, please complete this form and return it.)

To:
ShopSphere Limited
Room S021, 2/F, The Capital, 61-65 Chatham Road South, Tsim Sha Tsui, Hong Kong
Email: contact@austivo.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

Ordered on (): __________________
Received on (): __________________
Order number: __________________
Name of consumer(s): __________________
Address of consumer(s): __________________
Signature of consumer(s) (only if this form is notified on paper): __________________
Date: __________________

(*) Delete as appropriate

Order Cancellations

You may cancel your order within 24 hours of placing it free of charge, provided that the goods have not yet been shipped. To do so, please contact us immediately at contact@austivo.com with your order number.

Once the goods have been shipped, cancellation is no longer possible — in this case, the right of withdrawal described above applies.

Contact

If you have any questions about returns and refunds, please feel free to contact us:

ShopSphere Limited
E-Mail: contact@austivo.com