Return & Refund Policy
Effective Date: August 7, 2026
This Return & Refund Policy applies to purchases made through Tolivaro, an online store specializing in beauty and cosmetic products and operated by Anhui Xinqi Network Technology Co., Ltd.
Because beauty and cosmetic products may involve hygiene, contamination, and product-safety considerations, return eligibility depends on the condition of the item and the reason for the return.
1. Return Eligibility
A product may be eligible for return when it is in its original condition and, where applicable:
- Has not been used
- Has not been opened
- Has not been altered
- Has its original protective seal intact
- Includes its original packaging, accessories, and accompanying materials
- Is suitable for resale from a hygiene and safety perspective
Return requests are reviewed individually based on the product type, condition, and circumstances of the order.
2. Beauty and Cosmetic Product Restrictions
For hygiene and safety reasons, certain beauty and cosmetic products may not be eligible for return after they have been opened, used, tested, swatched, altered, or had their protective seal removed.
This may include products that come into direct contact with the:
- Face
- Eyes
- Lips
- Skin
- Hair
- Body
These restrictions help reduce the risk of contamination and protect the safety of our customers.
This restriction does not prevent customers from requesting assistance where a product is defective, damaged, incorrect, or where applicable law provides additional rights.
3. Damaged Products
If a beauty or cosmetic product arrives damaged, broken, leaking, or otherwise unusable, please contact support@tolivaro.com.
To help us review the issue, please provide where available:
- Your order number
- The name of the affected product
- A description of the damage
- Clear photographs of the product
- Photographs of the product packaging
- Photographs of the shipping package where relevant
Tolivaro will review the information and determine an appropriate resolution based on the circumstances.
4. Incorrect Products
If you receive a product that is different from the item you ordered, please contact our customer support team.
Please provide your order information and photographs of the product received where appropriate.
After reviewing the issue, we may arrange an appropriate remedy, which may include replacement, return, or refund depending on the circumstances.
5. Missing Items
If one or more products are missing from your order, please contact us with your order information and details of the missing item.
We may review relevant order and shipment records before determining the appropriate resolution.
6. Defective Products
If a product appears to have a manufacturing or functional defect, please stop using it and contact us.
Depending on the type of beauty product and the reported issue, we may request photographs, packaging information, product labeling, or other details to help assess the claim.
A product will not generally be considered defective solely because of personal preferences regarding shade, texture, scent, finish, or other subjective characteristics, unless the product materially differs from its description.
7. Color and Appearance Differences
We make reasonable efforts to display cosmetic colors and product appearance accurately.
However, actual product shades may differ slightly from website images because of:
- Screen settings
- Device displays
- Lighting conditions
- Photography
- Individual skin tone
- Natural product variation
Minor differences of this nature generally do not constitute a product defect.
8. Change-of-Mind Returns
Where a customer wishes to return a product because of a change of mind, the product must generally remain unused, unopened, and in its original saleable condition.
For hygiene reasons, opened or used beauty and cosmetic products may not qualify for a change-of-mind return.
Any rights provided by applicable consumer protection law remain unaffected.
9. Return Authorization
Before sending any product back, please contact support@tolivaro.com and provide the relevant order information.
Do not return products without first contacting us, as we may need to verify the return request and provide applicable return instructions.
Unauthorized returns may not be accepted or processed where the return cannot be properly identified.
10. Return Packaging
Products approved for return should be packaged securely to help prevent damage during return transportation.
Where applicable, customers should include:
- Original product packaging
- Protective packaging
- Accessories
- Instructions or inserts
- Other components originally supplied with the product
Customers should avoid sending unrelated personal items with a return.
11. Return Shipping Costs
Responsibility for return shipping costs will depend on the reason for the return and applicable law.
Where a return results from a verified incorrect, damaged, or defective product, Tolivaro will review the circumstances and determine the appropriate handling of reasonable return costs.
For eligible change-of-mind returns, customers may be responsible for return shipping costs where permitted by applicable law.
12. Refunds
Once an approved return or refund request has been reviewed, Tolivaro will determine whether the customer is eligible for a full refund, partial refund, replacement, or another appropriate remedy.
Approved refunds will generally be issued using the original payment method where possible.
Banks, card issuers, payment processors, and other financial service providers may have their own processing procedures after a refund has been issued by Tolivaro.
13. Partial Refunds
A partial refund may be considered where permitted by law and appropriate to the circumstances, including where:
- Part of an order is affected
- A product has diminished value due to customer handling beyond what is reasonably necessary to inspect it
- Certain components of an eligible return are missing
We will review such situations individually.
14. Non-Returnable Items
Subject to applicable law, products may be ineligible for return where they:
- Have been opened or used
- Have been swatched or tested
- Have had hygiene or protective seals removed
- Show signs of alteration, contamination, or misuse
- Are not returned in substantially the same condition in which they were received
- Cannot reasonably be resold for hygiene or safety reasons
Products that are defective, damaged, or incorrect will be reviewed separately.
15. Allergies, Sensitivities, and Product Reactions
Customers are responsible for reviewing ingredient information and product warnings before use, particularly where they have known allergies or sensitivities.
If irritation or an unexpected reaction occurs, discontinue use of the product.
A personal sensitivity or allergic reaction does not automatically establish that a product is defective. However, customers may contact Tolivaro for assistance, and any rights available under applicable law remain unaffected.
16. Misuse of Products
Returns or refunds may be refused where a product has been damaged because of misuse, improper storage, failure to follow instructions, unauthorized alteration, or use inconsistent with its intended cosmetic or personal-care purpose, except where applicable law requires otherwise.
17. Proof of Purchase
We may request reasonable proof of purchase before processing a return or refund request.
Examples may include:
- Order number
- Order confirmation
- Payment information associated with the transaction
- Other information reasonably necessary to identify the purchase
18. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace rights that customers may have under applicable consumer protection laws.
Where applicable law provides mandatory rights or remedies that differ from this policy, those legal requirements will apply.
19. Contact Us
For return, refund, damaged-product, incorrect-item, or other after-sales questions, please contact:
Tolivaro
Operated by: Anhui Xinqi Network Technology Co., Ltd.
Registration Number: 91340822MADLDXPXX5
Email: support@tolivaro.com
Phone: 13872025245
Address: Room 316-2, Science and Technology Innovation Center, No. 020 Duxiu Avenue North, Industrial Park, Huaining County, Anqing City, Anhui Province, China