Return and Exchange Validity Period
We offer a return and exchange validity period of 30 days starting from the date you sign for the receipt of the goods. If 30 days have passed since the receipt of your purchase, unfortunately, we cannot offer you a refund or exchange.
Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:
Appearance Issues: The product has visible scratches, dents, or surface damage upon arrival.
Quality Issues: The product has structural failures, defects, or does not function as intended.
Sensory Issues: The product has a strong odor, severe color difference from the photos shown online, or similar issues.
Wrong Item Sent: The product received does not match the item ordered (incorrect model, size, or color).
No Reason Return: You have changed your mind or simply do not like the product (subject to the item being in original condition).
Return Process
Please contact us via email at client@livorilla.com or call +1 (347) 523-1676 to request a return. You must provide your order number, payment proof, the reason for the return, and relevant videos or photos proving the issue (if applicable).
Our customer service team will process your application immediately. If the application is approved, we will inform you via your contact method and provide you with the return address.
You are required to send the product back to our designated return address and wait for us to receive it.
Once received, we will immediately inspect the product to verify if it matches the situation you reported. If the inspection is passed, we will arrange a refund for you immediately. For more information on refunds, please refer to the "Refund Process" policy.
Exchange Process
Please contact us via email at client@livorilla.com or call +1 (347) 523-1676 to request an exchange. You must provide your order number, payment proof, the reason for the exchange, and relevant videos or photos.
Our customer service team will process your application immediately. If approved, we will inform you and provide the return address.
You are required to send the product back to our designated return address and wait for us to receive it.
Once received, we will immediately inspect the product. If the inspection is passed, we will arrange for the new product to be prepared within 1-3 business days. The estimated delivery time for the new product is 5-15 business days. The new product will be shipped to your original 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 payment.
Arrival Time: Depending on the processing efficiency of different banking institutions, we estimate that the refund will arrive in your account within 1-5 business days.
Late Refunds: If you have not received a refund after this period, please contact us for assistance.
Fee Rules
Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or wrong items sent, the shipping costs will be borne by us.
Customer Responsibility: For "No Reason" returns (change of mind), the return shipping costs shall be borne by you.
Return Label
For your convenience, a return label is included inside every package we ship. You may use this label to facilitate the return process.
Liability Disclaimer
We are not liable for damages resulting from misuse, improper assembly (unless caused by unclear instructions provided by us), or normal wear and tear that occurs after the product has been successfully delivered and accepted. We reserve the right to refuse returns if the item does not meet the return conditions outlined in this policy or if the item has been modified by the user.
Condition of Returned Items
To be eligible for a return, especially for "No Reason" returns, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is returned damaged due to poor packaging by the customer, we reserve the right to deduct a portion of the refund to cover the loss in value.
Order Cancellation
We accept order cancellations before the product is shipped or produced. If the order is cancelled, you will get a full refund. We cannot cancel the order if the product is already shipped out.
Goods Damaged in Transit
If the packaging appears damaged upon delivery, please inspect the goods immediately. If the furniture is damaged, please refuse the shipment if possible or photograph the package and item details immediately and contact us. We will arrange for a replacement or refund as quickly as possible.
Contact Us
If you have any questions regarding our return and refund policy, please contact us using the information below:
Address: 604 W CENTRAL ST, WARREN, AR 71671-2522, US
Phone: +1 (347) 523-1676
Email: client@livorilla.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)
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