Effective Date: September 11, 2026
At TIXMARIVA™, we want customers to understand clearly how returns, exchanges, and refunds are handled before and after a purchase.
This policy applies to eligible purchases made through the TIXMARIVA™ online store and explains the conditions, procedures, and timelines that generally apply when requesting after-sales assistance.
TIXMARIVA™ is owned and operated by Shenzhen Xiyin Information Technology Co., Ltd.
1. Our 30-Day Return Period
Eligible products may be returned within 30 days after the order has been delivered.
To qualify for a standard return, the product should generally:
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Be unused, unworn, and unwashed
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Remain in its original condition
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Include original packaging where applicable
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Include tags, accessories, manuals, or other components originally supplied
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Be accompanied by valid proof of purchase or the applicable order number
Products showing signs of use, damage caused after delivery, missing parts, or material alteration may not qualify for a standard return.
2. Requesting a Return
All return requests must be submitted to our customer support team before any merchandise is shipped back.
Contact Us
Email:
service@tixmari.com
Phone:
0755-26418636
When contacting us, please provide:
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Your order number
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The name associated with 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 relevant information where appropriate
After reviewing your request, our customer support team will provide the applicable return instructions.
Please do not send merchandise to any address before receiving return authorization from us.
Unauthorized returns may be delayed, refused, or returned to the sender where permitted.
3. Where Should a Return Be Sent?
The business address shown on our website is our legal business contact address and should not automatically be treated as a merchandise return facility.
Once a return request has been approved, we will provide the correct return destination and any additional instructions required for your specific order.
The designated return address may vary depending on:
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Product type
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Fulfilment location
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Customer location
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Order destination
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Reason for the return
Please use only the return address provided by our support team for the approved return.
4. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
If the item is defective, damaged, or incorrectly supplied
Where we confirm that the product arrived defective, materially damaged, or different from the item ordered, we will provide an appropriate resolution, which may include return instructions, replacement, or refund.
Where applicable, we may provide a prepaid return label or otherwise arrange the return at our expense.
Change-of-mind returns
For eligible returns that are not related to a confirmed defect, shipping error, or damage attributable to us, the customer may be responsible for the cost of returning the product unless otherwise stated or required by applicable law.
Any return-shipping requirements will be explained before you send the item.
5. Damaged, Defective, or Incorrect Orders
Please inspect your order after delivery.
If your parcel contains:
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A damaged item
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A defective product
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The wrong product
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An incorrect variation
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Missing items
please contact service@tixmari.com as soon as reasonably possible.
To help us investigate, we may request:
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Clear photographs of the product
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Photographs of the outer packaging
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Shipping-label photographs
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Your order number
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A brief explanation of the problem
Once reviewed, we will determine an appropriate solution, which may include replacement, refund, reshipment, or another remedy available under applicable law.
6. Items That May Not Be Eligible for Return
Unless required otherwise by applicable law, certain goods may be excluded from standard change-of-mind returns.
Examples may include:
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Personalized or made-to-order products
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Items altered at the customer's request
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Gift cards or similar non-physical value products
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Products that cannot be resold for hygiene or health reasons after being opened, where applicable
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Items damaged through misuse, improper handling, or unauthorized modification
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Products specifically identified as final sale before purchase, where legally permitted
A discounted price alone does not automatically remove statutory consumer rights.
If you are uncertain whether an item qualifies, please contact us before sending it back.
7. Exchanges
Where an exchange is available, contact us first at:
Depending on stock availability and the circumstances of the request, we may either:
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Arrange an exchange after receiving the original product; or
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Ask you to return the original product and place a separate order for the preferred replacement
If the requested replacement is unavailable, another eligible resolution may be offered.
8. European Union Customers
If you are a consumer located in the European Union and applicable consumer law applies to your purchase, you may have a statutory right to withdraw from certain distance purchases within 14 days without providing a reason.
The statutory withdrawal period generally begins when you, or a person designated by you, receives the goods, subject to applicable legal rules.
Certain categories of products may be excluded from the statutory right of withdrawal.
Where EU withdrawal rights apply, they exist independently of any additional voluntary return rights provided under this policy.
Customers wishing to exercise an applicable withdrawal right should contact:
before returning the product.
Nothing in this policy is intended to limit consumer rights that cannot lawfully be excluded or restricted.
9. Refund Review
After an authorized return reaches the designated return facility, the item will be reviewed.
We will notify you once the return has been assessed.
If the refund is approved, the eligible amount will generally be returned using the original payment method, unless another method is required or agreed.
Please note that original shipping charges may not always be refundable for change-of-mind returns unless required by applicable law or expressly stated otherwise.
10. Refund Processing Time
After a refund has been approved and initiated, please allow up to 10 business days for processing.
The exact time required for funds to appear in your account can depend on:
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Your bank
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Card issuer
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PayPal or another payment provider
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Payment network processing times
These additional processing periods are controlled by the relevant financial institution or payment provider.
If more than 15 business days have passed after we have confirmed that your refund was issued and you still cannot locate it, please contact:
11. Cancellations Before Shipment
If you need to change or cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate the request where the order has not yet entered fulfilment or shipment processing.
Once an order has already been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed instead.
12. Refunds for Lost or Undelivered Orders
If your order appears to be lost or has not arrived within the applicable delivery period, please contact our support team.
We may review:
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Tracking information
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Carrier records
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Delivery confirmation
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Shipping address information
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Other order-related details
Depending on the outcome of that review, an appropriate resolution may include replacement, reshipment, refund, or further carrier investigation.
13. Proof of Return
If you are responsible for arranging return shipping, we recommend using a trackable shipping method and keeping:
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Your shipping receipt
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Tracking number
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Carrier confirmation
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Any other proof that the return was dispatched
We may request this information if the returned parcel cannot be located.
14. Business Information
For transparency, the TIXMARIVA™ online store is operated by:
Brand Name:
TIXMARIVA™
Legal Company Name:
Shenzhen Xiyin Information Technology Co., Ltd.
Business Address:
Room 4201, Building A, Zhongguan Times Square
No. 4168 Liuxian Avenue, Pingshan Community
Taoyuan Subdistrict, Nanshan District
Shenzhen, Guangdong, China
Customer Service Phone:
0755-26418636
Customer Support Email:
service@tixmari.com
TIXMARIVA™ is owned and operated by Shenzhen Xiyin Information Technology Co., Ltd.
Please note again that the legal business address above is provided for business transparency and correspondence. Customers must obtain the designated return address from our customer support team before returning merchandise.
Need Help With a Return?
If you have questions about eligibility, damaged goods, exchanges, return instructions, or the status of a refund, please contact:
Email: service@tixmari.com
Phone: 0755-26418636
When contacting us about an existing purchase, please include your order number so that we can locate the transaction more efficiently.
We aim to handle eligible return and refund requests clearly, consistently, and in accordance with this policy and applicable consumer law.