Refund policy

Last updated: July 7, 2026

This Refund & Return Policy applies to all purchases made from LDVCLT ("Piventra," "we," "our," or "us") through piventra.com. By placing an order, you acknowledge and agree to the terms below, including the restocking fee described in Section 4. Nothing in this policy limits any non-waivable statutory rights you may have under the laws of your place of residence (see Section 10).

1. Policy Summary

  • Return window: 30 days from the date of delivery (as confirmed by the carrier).
  • Prior authorization is mandatory: every return requires a Return Merchandise Authorization (RMA) issued by us before shipping anything back. Unauthorized returns are not accepted and will not be refunded.
  • Restocking fee: all approved non-defective returns are subject to a restocking fee of 28% of the product purchase price plus US$10 per return, deducted from your refund.
  • Return shipping: paid by the customer. Original (outbound) shipping charges are non-refundable.
  • Condition: items must be unused, unopened, in their original packaging, and in fully resalable condition.
  • Delivery delays: delivery estimates are not guaranteed, and a late delivery is not a defect and is not a ground for a refund or any other compensation — see Section 6.

2. Return Eligibility

To be eligible for a return, all of the following conditions must be met:

  • Your return request is submitted to hello@piventra.com within 30 days of the carrier-confirmed delivery date;
  • The item is unused, unopened, and in its original, undamaged packaging with all included components, inserts, and accessories;
  • You provide the order number and proof of purchase;
  • An RMA number has been issued by us before the item is shipped back;
  • The item is received at the return address we designate within 14 days of the RMA being issued.

Items that do not meet these conditions may be refused, returned to you at your expense, or accepted only at a reduced refund at our sole discretion.

3. How to Start a Return (RMA Procedure)

  1. Email hello@piventra.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. If your request is approved, we will issue an RMA number and the applicable return address. Return addresses vary by region and are provided only upon RMA approval; do not ship returns to any other address.
  3. Ship the item at your own cost. We strongly recommend a tracked and insured service: the returned item remains your responsibility until it is received and accepted by us, and we are not responsible for returns lost or damaged in transit.
  4. Once the return is received and inspected, we will notify you of the approval or rejection of your refund.

Returns sent without an RMA number, sent to any address other than the one we designate, or received after the 14-day RMA shipping deadline will not be accepted and will not be refunded.

4. Restocking Fee

All approved returns that are not the result of our error (see Section 6) are subject to a restocking fee of:

28% of the product purchase price, plus a US$10 flat processing fee per return (or its equivalent in the currency of your order).

This fee covers return processing, inspection, repackaging where possible, payment-processing costs that are not refunded to us, and the loss in value inherent in returned merchandise. It is deducted automatically from your refund.

Worked example: if you paid US$100 for a product and return it within the return window in eligible condition, your refund will be US$100 − US$28 (28%) − US$10 = US$62. Original shipping charges, if any, are not refunded.

The restocking fee does not apply to:

  • Items that arrived defective, damaged, or incorrect (Section 6), where the issue is verified by us;
  • Valid cancellations under the UK/EU statutory cooling-off rules described in Section 10.

5. Non-Returnable Items

The following are not eligible for return or refund, except where a verified defect exists or applicable law provides otherwise:

  • Opened or used products. Piventra products are personal support and mobility aids. Once opened or used, we cannot verify that a product's structural integrity has not been compromised (stress, overloading, drops, or material fatigue are not always visible), and for hygiene and safety reasons we cannot restock or resell it. Opened or used items are therefore not returnable.
  • Items marked as final sale, clearance, or sold at a discount of 30% or more from the regular listed price;
  • Gift cards and promotional credits;
  • Free or promotional items included with an order;
  • Items damaged after delivery through misuse, improper handling, or failure to follow product instructions.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives defective, damaged in transit, or incorrect, contact us at hello@piventra.com within 7 days of the carrier-confirmed delivery date with:

  • Your order number;
  • Clear photos (and video where relevant) of the item, the defect or damage, and all packaging;
  • A short description of the issue.

If the issue is verified, we will — at our option — send a replacement at no cost to you or issue a full refund of the affected item. No restocking fee applies to verified defective, damaged, or incorrect items, and we will cover reasonable return shipping where we ask for the item back. Claims submitted after the 7-day inspection window, or without the requested evidence, may be declined. We may require the return of the affected item before issuing a replacement or refund.

Late delivery is not a defect. Delivery timeframes are estimates only and are not guaranteed (see our Shipping Policy). An order that arrives later than estimated — for any reason, including carrier delays, customs holds, weather, or peak-season backlogs — is not defective, damaged, or incorrect, and does not qualify under this Section for a refund, partial refund, price reduction, discount, credit, replacement, or reimbursement of shipping charges. A late order remains returnable only under the standard terms of this policy, including the 30-day window, the RMA requirement, and the restocking fee in Section 4. Nothing in this paragraph affects the non-waivable statutory rights described in Section 10.

7. Refund Processing

  • Approved refunds are issued to the original payment method only. We do not issue refunds to a different card, account, or person.
  • Refunds are processed within 10 business days of our acceptance of the returned item after inspection. Your bank or card issuer may take additional time to post the credit.
  • Original shipping charges are non-refundable, except for verified claims under Section 6 or valid statutory cancellations under Section 10 (where standard outbound shipping is included as required by law).
  • If more than 15 business days have passed since we confirmed acceptance of your return and you have not received your refund, contact us at hello@piventra.com.

8. Exchanges

We do not offer direct exchanges. If you want a different item, the fastest approach is to request a return of the original item under this policy (restocking fee applies) and place a new order separately.

9. Refused, Undeliverable, and Abandoned Packages

If a package is refused at delivery, returned as undeliverable (incorrect or incomplete address, unclaimed, recipient unavailable), or delivery is refused due to customs charges, the shipment is treated as a non-defective return: the 28% + US$10 restocking fee, plus any return-shipping or carrier charges billed to us, will be deducted from any refund. If you would like the order reshipped instead, the then-current shipping rate plus a US$10 processing fee applies. If you do not respond to our outreach within 30 days of the package being returned to us, the order may be treated as abandoned and no refund will be issued.

10. Statutory Rights — UK, EU, and Canada

United Kingdom and European Union. If your order is delivered into the UK or EU and you purchased as a consumer, you have a statutory right to cancel your order within 14 days of delivery, without giving a reason, under the UK Consumer Contracts Regulations 2013 / EU Consumer Rights Directive. To exercise it, send an unequivocal cancellation statement to hello@piventra.com within that period. For valid statutory cancellations: no restocking fee applies; you must return the goods (with an RMA and to the address we designate) without undue delay and at the latest within 14 days of notifying us; you bear the direct cost of returning the goods; and we may reduce your refund to reflect any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Refunds (including standard outbound delivery charges, but not any premium delivery upgrade) are issued within 14 days of receiving the goods back or of you providing proof of return, whichever is earlier. Nothing in this policy affects your statutory rights in respect of goods that are faulty or not as described.

Canada. Nothing in this policy limits any non-waivable rights or warranties you may have under applicable provincial or territorial consumer protection legislation.

After any applicable statutory cooling-off period has expired, the standard terms of this policy — including the restocking fee — apply to the remainder of the 30-day return window.

11. Return Abuse and Fraud Prevention

We reserve the right to refuse returns, refunds, or future orders in cases of suspected abuse, including excessive or serial returns, returns of items that do not match what was shipped, empty-box or substituted-item claims, or fraudulent damage claims. All returns are inspected, photographed, and matched against shipment records (including serial or batch identifiers where present).

12. Contact

All return questions and requests: hello@piventra.com — LDVCLT, Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates.