Refund policy
LIVIN — Return & Refund Policy
Last updated: 14 August 2026
At LIVIN we want you to be happy with every order. If something isn't right, this policy explains exactly how returns, refunds, exchanges and cancellations work.
Questions about anything below? Email us at Support@livinera.com and we'll help.
1. Return Window
You have 14 days from the day you receive your order to request a return.
Requests made after 14 days cannot be accepted.
2. Return Conditions
To be eligible for a return, your item must be:
- Unused, unworn and unopened
- In its original packaging, with all tags and inserts intact
- Accompanied by proof of purchase (order number or receipt)
We reserve the right to decline returns that don't meet these conditions, or to issue a partial refund where an item is returned in reduced condition.
3. Non-Returnable Items
The following cannot be returned:
- Opened or used products, including all hygiene and personal care goods
- Perishable goods (food, flowers, plants)
- Custom, personalised or made-to-order items
- Items marked final sale, clearance or non-refundable
- Gift cards and promotional items
- Hazardous materials, flammable liquids and gases
If you're unsure whether your item qualifies, contact us before ordering.
4. How to Start a Return
- Email Support@livinera.com within the 14-day window.
- Include your order number and the reason for the return.
- Wait for our written approval and return instructions.
- Ship the item back to the address we provide.
Items sent back without prior approval will not be accepted or refunded.
5. Return Shipping Costs
- You pay return shipping on change-of-mind returns, sizing issues and unwanted items.
- We pay return shipping if the item is defective, damaged in transit, or not what you ordered.
- We strongly recommend a trackable shipping method. LIVIN is not responsible for return parcels that are lost or damaged on their way back to us.
- Original shipping fees are non-refundable.
6. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective or incorrect, contact us at Support@livinera.com within 48 hours of delivery with:
- Your order number
- Clear photos or a short video showing the issue
- A photo of the outer packaging if the damage occurred in transit
Once verified, we'll arrange a free replacement or a full refund — your choice — at no cost to you.
7. Exchanges
We replace items directly only when they are defective, damaged or incorrect.
For all other exchanges, the fastest route is to return your original item and place a new order for the item you want, so you're not waiting on the return to clear first.
8. Refunds
Once your return arrives, we inspect it and email you with the outcome.
- Approved refunds are issued to your original payment method
- Refunds are processed within 10 business days of approval
- Original shipping fees are not refunded
- Your bank or card issuer may take additional time to post the funds
If 15 business days have passed since we confirmed your refund was approved and you still haven't received it, please:
- Check your bank or payment provider again
- Contact your card issuer, as posting times vary
- If it's still unresolved, email Support@livinera.com and we'll chase it with you
9. Order Cancellations
- Orders can be cancelled within 12 hours of purchase at no charge
- Once an order has been processed or shipped, it can no longer be cancelled — please wait for delivery and request a return instead
To cancel, email Support@livinera.com with your order number as soon as possible.
10. European Union — 14 Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.
The item must still be unused and unworn, in its original packaging with tags, and accompanied by proof of purchase. Return shipping costs for cooling-off returns are the customer's responsibility unless the item is faulty or incorrect.
This right is in addition to, and does not limit, your statutory rights.
11. Contact Us
LIVIN Email: Support@livinera.com
We aim to respond to every return and refund enquiry within 1–2 business days.
This policy may be updated from time to time. The version published on our website at the time of your purchase is the version that applies to your order.