Return and exchange policy

 

This Return and Exchange Policy applies to all orders placed through the Livorezza (hereinafter referred to as “we”, “us”, or “our”) online store. It explains the applicable timeframe, conditions, and handling procedures for returns and exchanges. All products are sold exclusively online, and no offline sales are provided.

1. Return And Exchange Validity Period

Return and exchange requests may be submitted within 30 days from the date the order is confirmed as received. Requests submitted after this period may not be eligible for standard processing.

2. Conditions Eligible For Return Or Exchange

You may apply for a return or exchange under the following circumstances:

• The product has visible appearance defects or damage.
• The product has quality-related defects or functional issues affecting normal use.
• The product has unusual odors, significant color differences, or other abnormal conditions.
• The received item does not match the order details (wrong item or missing item).
• A return or exchange is requested without a stated reason within the valid period, provided the product remains unused, in good condition, and suitable for resale.

All requests are subject to review based on the actual condition of the returned item(s).

3. Return Request Process

The return process is generally handled as follows:

• Contact us via email or phone to submit a return request, providing your order number, payment confirmation (if applicable), reason for return, and relevant photos or videos as supporting evidence.
• Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions.
• Please send the item back to the specified return address using proper packaging and wait for confirmation that we have received the returned package.
• After the returned item is received, we will inspect it. If the inspection confirms eligibility, a refund will be arranged accordingly.

For additional refund details, please refer to the Refund Policy.

4. Exchange Request Process

The exchange process generally follows these steps:

• Contact us by email or phone to submit an exchange request, providing your order number, payment confirmation (if applicable), exchange reason, and relevant photos or videos as supporting evidence.
• If approved, we will notify you and provide the designated return address along with further instructions.
• Please return the item to the specified address and wait for confirmation that we have received the returned package.
• After inspection confirms eligibility, a replacement item will be shipped to your address within 1–3 business days.

For shipping time details, please refer to the Shipping Policy.

5. Refund Processing

Refunds are issued to the original payment card used for the purchase, including Visa or MasterCard. Depending on the processing efficiency of different card issuers, refunds are generally credited within 1–5 business days. If the refund is delayed beyond this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

Responsibility for return shipping costs is determined as follows:

• If the return or exchange is due to appearance defects, quality problems, unusual odors, significant color differences, or receiving an incorrect item, the return shipping costs will be covered by us.
• If the return or exchange is requested without a specific reason (change of mind), the return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Please ensure returned items are properly packaged to avoid damage during transit. Damage caused by improper packaging, misuse, or personal handling may affect return or exchange eligibility.

8. Return Label Information

Some orders may include a return label inside the parcel. If a return label is provided, please use it as instructed when returning items to help ensure accurate identification and efficient processing.

9. Contact Information

Contact address: 203 9th Street, Brookings, SD 57006-1217, United States
Customer service phone: +1 (347) 553-1227
Customer service email: care@livorezza.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Australia/Sydney, AEST/AEDT)