Return and exchange policy

Return & Exchange Policy

At Livosoria, we aim to ensure that every customer can shop with complete confidence. As an online-only retailer, we are committed to offering a transparent, fair, and easy-to-understand return and exchange process.

Please carefully review the following policy to understand how returns and exchanges are handled.

1. Return & Exchange Period

You may request a return or exchange within 30 days from the date of delivery.

The delivery date is based on the tracking information provided by the shipping carrier.

Requests submitted after this 30-day window may not be eligible for processing.

2. Eligible Return & Exchange Cases

We are able to assist you with returns or exchanges in the following situations:

— The item arrives damaged, defective, or with visible cosmetic issues
— The product has a quality defect or functional issue that affects normal use
— The item has an unusual odor, significant color variation, or other noticeable discrepancies
— You received the wrong item or your order is incomplete
— Return or exchange due to personal preference, provided the item is unused, in original condition, and suitable for resale

3. Return Request Process

To ensure efficient processing, please follow these steps:

— Contact our customer support team via email or phone
— Provide your order number, proof of purchase (if available), a brief explanation of the issue, and supporting photos or videos
— Our team will review your request and, if approved, provide return instructions and the return address
— Carefully package the item and ship it back securely
— Once received and inspected, eligible refunds will be processed accordingly

For more details regarding refunds, please refer to our Refund Policy.

4. Exchange Process

If you prefer an exchange instead of a refund, you may request it through the same procedure.

Once approved:

— Return instructions and the return address will be provided
— The returned item will be inspected upon arrival
— After confirmation of eligibility, the replacement item will be shipped within 1–3 business days

For delivery timelines, please refer to our Shipping Policy.

5. Refund Information

Refunds will be issued to the original payment method used at checkout (including Visa and MasterCard).

Once approved, refunds are typically processed within 1–5 business days. Processing times may vary depending on your bank or payment provider.

If the refund does not appear within the expected timeframe, please contact us for assistance.

6. Return Shipping Costs

Livosoria will cover return shipping costs in the following cases:

— Product defects
— Quality issues
— Unusual odors
— Significant color differences
— Incorrect items received

For returns due to personal preference or change of mind, the customer is responsible for return shipping costs.

7. Return Condition & Responsibility

To ensure smooth processing, returned items must be kept in their original condition and securely packaged.

Livosoria is not responsible for any damage occurring during return transit due to improper packaging, misuse, or handling issues caused by the customer.

8. Return Label Information

If a return label is provided, please attach it clearly to the outside of the package.

Using the provided label helps ensure faster identification and processing of your return.

9. Contact Us

Address:
4665 Southwest Babylon Street, Port Saint Lucie, FL 34953-6649, United States

Phone:
+1 (718) 415-3538

Email:
service@livosoria.com

Customer Support Hours:
Monday – Friday
09:00–12:30 & 14:00–18:00 (Australia/Sydney, AEST/AEDT)