Livosoria (hereinafter referred to as “we”, “us”, or “our”) operates exclusively as an online store. This Return and Exchange Policy outlines the scope, conditions, and procedures for return and exchange requests to help ensure transparency and a consistent after-sales experience.
1. Valid Period for Returns and Exchanges
Return or exchange requests may be submitted within 30 days from the date the order is confirmed as delivered. Requests made after this period cannot be processed.
2. Conditions Eligible for Returns and Exchanges
Within the valid period, return or exchange requests may be accepted 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 that affect normal use;
- The received item does not match the order information (wrong item or missing item);
- A return or exchange is requested without a stated reason, provided the product remains unused, in good condition, and suitable for resale.
3. Return Procedure
Return requests are generally handled according to the following steps:
- Contact our customer service team by email or phone to submit a return request, and provide your order number, proof of payment (if applicable), reason for return, and relevant photos or videos as supporting evidence;
- Your request will be reviewed as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions;
- Please send the product back to the designated return address using proper packaging and wait for confirmation that we have received the returned item;
- After receiving the product, we will inspect it. If the inspection confirms eligibility, a refund will be arranged accordingly. Additional details can be found in our Refund Policy.
4. Exchange Procedure
If you wish to request an exchange, please follow the steps below:
- Submit an exchange request via email or phone, including your order number, proof of payment (if applicable), reason for exchange, and relevant photos or videos as supporting evidence;
- If approved, our customer service team will notify you and provide the designated return address along with further instructions;
- Please return the product to the specified address and wait for confirmation that we have received and inspected the returned item;
- After inspection confirms eligibility, a replacement item will be shipped to your address within 1–3 business days. For delivery timelines, please refer to our Shipping Policy.
5. Refund Process
Refunds will be issued to the original payment method used at checkout, including Visa and MasterCard. Depending on the processing time of your card issuer, refunds are generally credited within 1–5 business days. If the refund is delayed beyond this timeframe, please contact us for assistance.
6. Cost Allocation Rules
- If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect product, the related return shipping costs will be covered by us;
- If the return or exchange is requested without a stated reason (change of mind), the shipping costs will be your responsibility.
7. Responsibility Statement
Please ensure returned items are kept in their original condition and securely packaged. Damage caused by improper packaging, misuse, or personal handling during return transit may affect the processing outcome.
8. Return Label
If a return label is included inside the package for your order, please attach it to the return parcel as instructed to help us identify and process your return efficiently.
9. Contact Us
Contact Address: 4665 Southwest Babylon Street, Port Saint Lucie, FL 34953-6649, United States
Customer Service Phone: +1 (718) 415-3538
Customer Service Email: service@livosoria.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)
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