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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period

You have 45 days from the date you receive the item (sign for the package) to request a return or exchange. If 45 days have passed since the receipt of your order, we unfortunately cannot offer you a refund or exchange.

Conditions for Returns and Exchanges

We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.

  • Quality Issues: The product is defective or does not function as intended.

  • Sensory Issues: The product has a strong odor, severe color difference from the website display, or similar issues.

  • Wrong Item: The product received does not match what you ordered (wrong model, color, or size).

  • No Reason (Change of Mind): You simply changed your mind or no longer want the item.

Return Process

  • Contact Us: Please contact us via email at customer@livorico.com or call +1 (646) 610-9398 to initiate a return request. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the issue.

  • Review: Our customer service team will immediately process your application. If approved, we will inform you via your contact method and provide you with the specific return address.

  • Ship Back: You need to mail the product back to our designated return address.

  • Inspection and Refund: Once we receive the returned item, we will immediately inspect it to ensure it matches the situation you reported. If the inspection is passed, we will immediately arrange your refund. For more information on refunds, please refer to the Refund Policy section.

Exchange Process

  • Contact Us: Please contact us via email at customer@livorico.com or call +1 (646) 610-9398 to apply for an exchange. Please provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.

  • Review: Our customer service team will immediately process your application. If approved, we will inform you via your contact method and provide you with the return address.

  • Ship Back: You need to mail the product back to our designated return address.

  • Inspection and Re-shipment: Upon receipt, we will immediately inspect the item. If it meets the conditions, we will arrange the new product within 1-3 business days. The estimated delivery time for the new product is 7-10 business days. We will ship the new item to your address. For more information on shipping times, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for the payment.

  • Arrival Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If you have not received it after this period, please contact us for assistance.

Fees and Shipping Costs

  • We Cover Costs: For returns or exchanges caused by product appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.

  • You Cover Costs: For returns or exchanges due to "No Reason" (Change of Mind), you are responsible for the return shipping costs.

Return Label

To make the process easier for you, a return label is included inside every package we ship. You can use this label to facilitate your return.

Item Condition Requirements

For returns initiated under "No Reason" (Change of Mind), the item must be unused, in the same condition that you received it, and in its original packaging. If the item is returned damaged or missing parts due to customer negligence, we reserve the right to refuse the full refund.

Order Cancellation

If you wish to cancel your order, please contact us immediately. If the order has not yet been shipped, we will cancel it and issue a full refund. If the order has already been shipped, you will need to follow the Return Process outlined above upon receipt of the goods.

Liability Statement

We are not liable for any items that are lost or damaged during the return shipping process if you choose your own shipping method instead of using our provided solutions. We recommend ensuring that the package is securely packed. We are also not responsible for personal items accidentally left in the returned package.

Contact Us

If you have any questions regarding this policy or need assistance, please contact us:

Address: 505 NEW STATE RD, CAYCE, SC 29033-4219, United States
Phone: +1 (646) 610-9398
Email: customer@livorico.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)