Fiive / customer care
Returns & Refunds
A clear path when something isn’t right. Find return eligibility, request steps and refund information in one place.
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Effective October 4, 2026. This policy applies to Fiive Plus purchases. Rights required by applicable law remain unaffected.
Request a return or exchange
Contact us within 30 calendar days after delivery to request an eligible return or exchange of unused merchandise in its original condition, with tags and accessories where supplied. Include your order number, the item and the reason. We will provide return instructions and the correct return address. For US customers, supplier-shipped products are returned to a US address provided through our return-authorization process. Do not send a parcel to a supplier or to our contact address without those instructions.
Damaged, incorrect or missing items
Contact us promptly with available photos and packaging information. We review disputed delivery scans and reasonable evidence. If an item is defective, damaged in transit, incorrect or not delivered due to our fulfillment failure, we arrange an appropriate replacement or refund. Fiive pays any required return shipping for these issues. You do not need paid protection or a membership to receive ordinary order remedies.
Change-of-mind returns and exchanges
For eligible change-of-mind returns and exchanges, customers buy their own return shipping label, except for items shipped from our local inventory. Fiive provides a free return shipping label for items shipped from our local inventory. We do not charge a restocking fee. Opened personal-care products, used cosmetics, intimate goods with removed hygiene seals, consumed products and customized items are excluded from change-of-mind returns and exchanges unless defective or incorrectly supplied. Any additional final-sale restriction must be disclosed before purchase and does not remove remedies for defective or undelivered goods.
Refund timing and method
We will notify you when your return is received and inspected. Approved refunds reach the original payment method within 14 business days total after approval, including Fiive processing and bank processing. Contact us if an approved refund has not appeared by this deadline. We do not require you to accept store credit for a refund you are entitled to receive.
Shipping, service fees and included gifts
For change-of-mind returns, original shipping charges are generally not refundable. If the entire order is canceled before fulfillment or never delivered because of Fiive's failure, we refund applicable merchandise, shipping and service fees. Service-fee and optional warranty refunds follow their linked policies. We will explain any partial-order refund calculation. We will not deduct an invented retail value for promotional gifts or paid-membership benefits.
Cancellations and subscriptions
Request changes or cancellation promptly. We cannot guarantee a change after fulfillment begins. If an order cannot ship within the promised time, we notify you of a revised date and offer cancellation and a prompt refund for unshipped merchandise rather than charge for an unavailable item.
Canceling fiive+ extra stops future renewals. A paid monthly shipment canceled before fulfillment begins receives a full refund; after fulfillment, this policy and your statutory rights apply. Read subscription terms.
For order help, contact fiiveplus.services@gmail.com or Fiive customer support. Include your order number when available. Never send passwords, verification codes or full payment-card details.
A little help goes a long way.
For order questions, include your order number. Please keep passwords, verification codes and payment details private.