Return & Refund Policy
LIVALL Return & Refund Policy
Please keep the original packaging in good condition in case you need to return the product.
If you're not entirely satisfied with your purchase, we're here to help.
Returns Due to Quality Issues
If you encounter a quality issue within 30 days of receiving the item, you are eligible for a full refund or a one-time free replacement. This applies to all products including helmets.
Return Windows by Product Type
Due to the nature of helmet products (direct skin contact), return eligibility differs by product:
Helmets – 14-Day Return Window
Helmets are personal protective equipment that come into direct contact with the skin. For hygiene reasons, returns are accepted within 14 days of delivery only. The helmet must be unused, in original condition, with all packaging and accessories intact.
All Other Products (PikaBoost 2, accessories, etc.) – 30-Day Return Window
Returns are accepted within 30 days of delivery.
In-Stock Sale Refunds
Within Return Window – Unused Items
You may return a brand-new, unused product within the applicable return window. Return shipping costs are the responsibility of the customer.
Within Return Window – Used Items
If the product has been used, it may not be eligible for return unless a verified quality issue is present. Used products — including helmets which involve direct skin contact, and PikaBoost 2 — may not be resalable upon return. Return shipping costs are the responsibility of the customer.
After Return Window – Non-Quality Issues
We are unable to accept returns on products delivered after the applicable return window, or on used products with obvious wear and damage, unless a verified quality issue is present. In such cases, we will provide warranty or paid repair services as applicable.
To process a return, the product must be sent back with all original parts, accessories, and packaging. If the original packaging is missing, a repackaging fee will be deducted from the refund amount.
Return Process
1. Request approval first. You are required to obtain written confirmation from LIVALL before sending any return.
2. Pack securely. Please send your items back in the original packaging and ensure the package is well secured. LIVALL is not responsible for any damage that occurs during return transit.
3. Get the return address. Please contact us at user@livall.com to obtain the return address before sending your return. We must receive the product within the applicable return window.
4. Return shipping is at your expense. We recommend using a trackable shipping service.
5. Share your tracking number. Please email user@livall.com with your tracking information once shipped.
6. Keep your proof of postage until we confirm your refund has been processed.
Refunds are processed within 2 business days of receiving the returned item.
Return Eligibility
You may apply for a return if the following conditions are met:
✔ Within the applicable return window (14 days for helmets / 30 days for other products), the product packaging, accessories, gifts, and instructions are complete, with no signs of human damage. The product has not been installed on the bike and remains suitable for secondary sale.
✔ Within 30 days of delivery, a defect or product issue is identified (applies to all products).
Not Eligible for Return
✖ Returns requested after the applicable return window (14 days for helmets / 30 days for other products).
✖ Returned items with incomplete packaging, missing accessories, gifts, or instructions, or with appearance damage caused by the customer.
✖ Damage resulting from non-quality-related causes, including unauthorized modification, exposure to foreign objects (water, oil, sand, etc.), incorrect installation, or failure to follow product instructions.
✖ Removed, altered, or tampered labels, serial numbers, waterproof marks, or anti-counterfeiting marks.
✖ Products damaged due to uncontrollable external factors such as fire, flood, lightning, or traffic accidents.
✖ Items returned based on personal preference after use, without a verified quality defect.
Order Cancellations & Changes
Before shipment: Order cancellations, address changes, substitutions, and exchanges are free of charge.
After shipment: Orders that have already shipped cannot be modified or canceled. If you refuse delivery and the package is returned to us, it will be treated as a standard return. A refund will be issued to your original payment method, minus the shipping cost.
Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, the refund will be processed to your original payment method within 2 business days.
If you do not receive your refund within 2 business days, please check with your bank or payment provider, as processing times may vary. If the issue persists, please contact us at user@livall.com.
Additional Notes
• Customers must return the product with all accessories and the original packaging.
• If the original packaging is missing, a repackaging fee will be deducted from the refund.
• Please ensure that return package dimensions do not exceed carrier size limits to avoid additional penalties.
• For any questions regarding returns, please contact us before sending the package.
Dispute & Chargeback Policy
All refund requests must go through our official return process before any payment dispute is filed. Failure to do so may result in the dispute being rejected.
We take fraudulent chargebacks seriously. Initiating a chargeback or payment dispute without first contacting LIVALL customer support is a violation of this return policy. We reserve the right to dispute all such claims and will provide full evidence of delivery, product condition, and communication records to the payment provider. Customers who file unjustified chargebacks may be blocked from future purchases.
Contact Us
Business Cooperation: sales@livall.com
User Experience: user@livall.com
Monday to Friday, 9am–6pm (PST)
