Return and Refund Policy
Return and Refund Policy
Last Updated: October 27, 2026
At Tidovra, we are committed to providing a clear and straightforward shopping experience.
This Return and Refund Policy explains our voluntary return arrangements, eligibility requirements, return procedures, refunds, exchanges, and after-sales support.
Tidovra is operated by CLEANIC CLEANING EQUIPMENT LIMITED.
1. 30-Day Voluntary Return Policy
We accept voluntary returns on eligible products within 30 calendar days of delivery, subject to the conditions outlined in this policy.
To qualify for a voluntary change-of-mind return, the item must:
- Be unused and in its original condition.
- Include all original accessories and essential components.
- Be free from damage caused by improper handling or use after delivery.
- Be accompanied by a valid order number or proof of purchase.
We recommend keeping the original product packaging.
Return requests under this voluntary policy are reviewed by our customer support team based on the published eligibility requirements.
These conditions do not restrict mandatory rights concerning defective, damaged, incorrect, or misdescribed goods.
2. How to Request a Return
To request a return, please contact:
Email: service@tidovra.com
Please include:
- Your order number.
- The product you wish to return.
- The reason for your return request.
- Any relevant information about the product or issue.
Our customer support team will review your request according to the applicable return conditions and provide further instructions.
The designated return shipping address will be provided by customer support after the request has been reviewed and approved under our voluntary return policy.
Return destinations may vary according to the product and fulfillment arrangements.
Please contact us before shipping a voluntary return so we can provide the correct return location.
Our Hong Kong business address is not necessarily our return warehouse.
This process does not restrict customers from exercising statutory return or withdrawal rights where applicable.
3. Voluntary Return Shipping Costs
For eligible voluntary change-of-mind returns, customers are generally responsible for the direct cost of return shipping unless otherwise agreed or required by applicable law.
Return shipping costs may vary depending on the destination, product, shipping provider, and designated return facility.
Customers may contact us before purchasing to request available information about potential return shipping arrangements and costs.
Our customer support team will provide applicable return instructions before a voluntary return is shipped.
If an item is defective, damaged upon arrival, incorrect, or materially different from its description, Tidovra will cover necessary return shipping costs where required by applicable law.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or materially different from its description, please contact our customer support team as soon as reasonably possible.
Email: service@tidovra.com
Include your order number and a description of the issue.
Photographs may help our team assess the situation but are not an absolute requirement for exercising statutory consumer rights.
Depending on the circumstances and applicable law, we will provide an appropriate remedy, which may include:
- Replacement
- Repair
- Refund
- Another legally required solution
Mandatory consumer rights remain unaffected.
5. Non-Returnable Items
Under our voluntary change-of-mind return policy, we may decline returns where:
- Products have been used or substantially damaged after delivery.
- Essential accessories or components are missing.
- The voluntary return request is submitted after the 30-day return period.
- A clearly disclosed product-specific voluntary return exclusion applies.
These restrictions do not apply where mandatory consumer protection laws require a different outcome.
6. Refund Processing
Once an eligible return is received and inspected, or a refund is otherwise approved, we will notify you of the outcome.
Approved refunds will normally be issued to the original payment method.
We aim to initiate approved refunds within 7 business days, or sooner where required by law.
Your bank or payment provider may require additional time to display the refund.
Original shipping charges will be refunded where required by law or under the applicable return arrangement.
7. Exchanges
If you wish to exchange a product, please contact service@tidovra.com to discuss the available options.
Exchanges are subject to product availability and applicable eligibility requirements.
Where direct exchanges are unavailable, we may arrange an eligible return and ask you to place a new order.
Any mandatory statutory rights to replacement or other remedies remain unaffected.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders are generally processed within 1–3 business days.
We will attempt to accommodate cancellation requests before dispatch.
If an order has already shipped, our return procedure and any applicable statutory cancellation rights will apply.
Where a customer has a legal right to cancel an order because of an unaccepted shipping delay or another legally recognized reason, we will comply with the applicable cancellation and refund requirements.
9. European Union, EEA, and United Kingdom Customers
Where applicable, customers in the European Union, European Economic Area, or United Kingdom have a statutory right to withdraw from eligible distance-sale contracts within 14 days after receiving the goods without providing a reason.
To exercise this right, customers may contact service@tidovra.com with a clear statement of withdrawal.
Where this right applies, customers generally have a further 14 days to send the goods back after communicating their decision to withdraw.
Eligible payments, including standard outbound delivery charges where legally required, will be reimbursed within the applicable statutory period.
Where permitted by law, reimbursement may be withheld until the returned goods are received or evidence of their return is provided.
Customers may be responsible for direct return shipping costs where this responsibility was disclosed before purchase and applicable law permits it.
Customers may inspect goods as they would in a physical store. Any legally permitted deduction for diminished value will be assessed in accordance with applicable law.
Statutory exceptions and mandatory consumer protections remain applicable.
Statutory withdrawal rights do not depend on discretionary approval under our voluntary return policy.
10. Consumer Rights
Our 30-day voluntary return policy is provided in addition to any mandatory rights available under applicable consumer protection laws.
Nothing in this policy excludes or limits rights that cannot legally be waived.
Where applicable local law provides greater protection, those legal requirements will take precedence.
11. Customer Support
Email: service@tidovra.com
Support Hours:
Monday–Friday: 9:00 AM–5:00 PM Eastern Time (ET)
Saturday–Sunday: Closed
U.S. Federal Holidays: Closed
12. Business Information
Brand Name: Tidovra
Operating Company: CLEANIC CLEANING EQUIPMENT LIMITED
Business Registration Certificate No.: 08367135-000-04-26-3
Business Address:
RM 1205 12/F CHEUNG FUNG IND BLDG
23-39 PAK TIN PAR ST
TSUEN WAN NT
HONG KONG
Website: https://tidovra.com
Customer Support Email: service@tidovra.com