Return and Refund Policy

General

Inquiries are handled on a case-by-case basis with the goal of making our customers happy. We stand behind our products and ensure that each request is treated fairly and reasonably.

When contacting us, please include your order number, a brief description of the issue, and photos if applicable, so we can assist you as quickly as possible.

This policy applies to orders placed on fivona.com. If you purchased a Fivona product from a reseller or an unauthorized third-party seller, please contact that seller directly. Fivona reserves the right to update this policy at any time for any reason.

30-Day Satisfaction Guarantee

At Fivona, we stand behind our products and quality controls. If you are not satisfied with a Fivona product purchased directly from fivona.com, you may request a refund within 30 days of delivery, subject to the terms below:

• The Guarantee applies only to your first purchase of each product type. Repeat orders of a previously purchased product aren't eligible.

• We’ll refund one opened item per product type, per customer.

• For any sealed, unused units in your order, please see Standard Returns below.

Standard Returns

Sealed, unused products in their original packaging can be returned within 30 days of delivery. Please email help@fivona.com first to start a return. Packages sent back without prior approval may not be eligible for a refund.

If your order included a free gift, the gift must also be returned unused. Otherwise, its retail value will be deducted from your refund.

Sitz Bath Seats

Returns
New, unused Seats in original packaging can be returned within 30 days of delivery.

1-Year Warranty
If your Seat has a manufacturing defect or breaks under normal use within one year of delivery, we’ll provide a replacement or refund, as appropriate. The warranty doesn’t cover misuse, improper handling, improper cleaning, normal wear and tear, or Seats lost or stolen after delivery.

Due to the intimate nature and hygiene standards of this product, we cannot accept returns for used Seats.

Quality Concerns - Damaged, Defective, Incorrect or Missing Items

If something arrives damaged, defective, incorrect, or is missing from your order, email us within 7 days of delivery with your order number and clear photos of the issue (or a note about what's missing). We'll provide a replacement, send the missing item, or refund, as appropriate. We can't cover damage from accidental drops, misuse, improper storage, or normal wear and tear.

Order & Delivery Issues

Address Errors
We can't refund or reship packages lost due to incorrect or incomplete addresses provided at checkout. However, if the carrier returns the package to our warehouse, we can reship the items to the correct address or issue a refund, as appropriate.

Stolen Packages
Once a carrier marks a package as Delivered to the correct address, Fivona isn’t responsible for porch theft.

Cancellations
We are happy to assist with order cancellations if the request is received before the product has shipped. Once an order has been dispatched, we are unable to cancel it. In this case, please wait for the package to arrive and then follow our Standard Returns process. To request a cancellation, please contact us at help@fivona.com as soon as possible with your order number.

Shipping & Refunds

Original shipping fees are non-refundable. If we provide a return label, the exact carrier cost will be deducted from your refund. Once your return is received and inspected, we’ll determine whether it meets the conditions of our return policy. Approved refunds are issued to your original payment method and usually appear within 5-10 business days, depending on your bank or card provider.

Price Adjustments
We don’t offer partial refunds if an item goes on sale after your order is placed.

International Orders

Due to customs and international shipping complexities, international orders are generally final sale. We don’t accept change-of-mind returns. Customs duties, taxes, and import fees are non-refundable. The only exception is for items that arrive damaged, defective, or incorrect - these must be reported within 7 days of delivery.

Fair Use

To keep things fair for everyone, Fivona reserves the right to limit or deny returns, refunds, replacements, or related claims, and in rare cases suspend accounts in instances of policy abuse. This includes excessive return activity, suspected fraud, attempts to refund entire order histories, or refund requests on products that have been fully used or are well past the 30-day window.

Medical Disclaimer

While we are committed to providing high-quality products, we do not claim to diagnose, treat, cure, or prevent any disease or medical condition. For specific health concerns or conditions, consulting with a healthcare professional is advised.

Need Help?

Email us at help@fivona.com and include your order number, a brief description of the issue, and photos if applicable. We’ll get back to you within 2 business days.