Return & Refund Policy
Return and exchange process
NOTE: Please keep the original box in good condition in case you return it later.
If you're not entirely satisfied with your purchase, we're here to help.
You can request the return of brand new, unused items within 14 days from the date you receive the product. At this point, you only have to pay for return shipping. If we do not have a shipping error, the customer will be charged a restocking fee and shipping charges for the exchange. If we make a shipping error, the customer is not responsible for restocking fees and shipping charges.
If the product is new and unused but has passed the 14-day return period, you may still return it; however, you will be responsible for a restocking fee (20% of the purchase price) and return shipping.
For used items returned within 30 days, you will be charged a restocking fee (50% of the purchase price) and return shipping. In addition, returned products must be in good condition and have no visible wear or damage to their appearance;
We will no longer accept returns on products that have been delivered for more than 30 days or have used products that have obvious wear and damage. In such cases, we will only provide warranty and non-warranty paid repairs on these products.
You must also return the product and any other parts we originally shipped to you, along with your online order confirmation. If you are unable to provide a receipt or order confirmation, LIVALL has the right to refuse a return or exchange request.
Return process
You are required to obtain written confirmation or approval of LIVALL's return request. Please send your items back in the original packaging and make sure the packaging is secure;
LIVALL is not responsible for any damage during transportation. Affix the return address label that comes with your delivery to ensure you ship it in time so that we receive the product within 14 days after you receive the order;
Please note that returns are at your own expense;
We recommend using a trackable service and to obtain proof of shipment, please email user@livall.com with your tracking number;
Please keep your proof of postage until we confirm that your refund has been processed. Once we receive the product, our after-sales service department will check the product status. If there is no problem with the product after inspection, we will refund the money for you within 2 days. Processed within working days;
Order cancellations and changes
Before shipment:
Order cancellations/address changes/substitutions and exchanges: No fees
After shipment:
Please note! We cannot modify, block or cancel orders that have already been shipped.
If you reject the shipment and return it to our facility, we will treat it as a return.
In this case we will refund the purchase price to your original payment method and we will deduct shipping costs if included, so please confirm the shipping address before placing your order.
Refund
Once your return is received and inspected, we will notify you if your refund is approved. If approved, the refund will be issued to your original payment method within 2 business days.
If you do not receive a refund within 2 working days, please check your bank account again or contact your payment platform, bank or credit card company. Refunds may take some time to be officially posted. If you have completed everything and still have not received your refund, please contact us at user@livall.com.
Please note
Customers need to return the product, accessories and original packaging box. If you no longer have the original packaging box, the corresponding fee will be deducted from the refund amount, and please tell us the size of the box you sent back, and we will arrange a new return and exchange label . Please note that returned package dimensions must not exceed the carrier's maximum size requirements. If a package exceeds the stated size, the customer will be responsible for any applicable penalties. If you no longer have the original packaging.
Contact us
If you have any questions about this Agreement, or have any technical questions about the operation of our Services, please feel free to contact us.
Address: 4th Floor, Building 8, No. 919 Huawei Road, Xiangzhou District, Zhuhai City, Guangdong Province, China 519075
Telephone number: (+86) 400 8933 338 (+86) 0755-25859855 (+86) 199 3703 1749
Business Cooperation: sales@livall.com
User Experience: user@livall.com
Mon to Fri: 9am-6pm(PST)
This is not the return address, contact us by mail and get the return address please.
