Return & Refund Policy
Return and exchange process:
NOTE: Please keep the original box 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.
Pre-Sale Refunds:
In-Stock Sale Refunds:
Within 14 Days – Unused Items:
Returns are accepted within 14 days of delivery. You may return a brand-new, unused product within 14 days of receipt. The customer is responsible for return shipping costs.
Within 14 Days – Used Items:
If the product has been used, a restocking fee of 20% of the item price will be applied. Customers are also responsible for return shipping costs.
After 14 Days – Non-Quality Issues:
Unfortunately, We will no longer accept returns on products that have been delivered for more than 14 days or have used products that have obvious wear and damage, unless there is a proven quality issue. In such cases, we will only provide warranty and non-warranty-paid repairs on these products.
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.
If you have any questions or concerns about your order, feel free to contact our customer support team.
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;
You can apply for a return if you meet the following conditions:
√ Within 14 natural days from 0:00 on the day after the customer receives the goods (which is the date shown as signed for in the logistics status), the product packaging, accessories, gifts, and instructions are complete, and there is no human damage. The product has not been installed on the bike, which does not affect secondary sales.
√ Within 14 natural days from 0:00 on the day after the customer receives the goods,a problem with the product is found.
Not Eligible for Return:
× Returns requested after 14 calendar days from the next day of receipt.
× The returned items are incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to artificial reasons.
× Collisions caused by non-product quality problems, as well as product quality problems caused by unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions.
× Tear up, alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.
× Products damaged due to unavoidable factors such as fire, flood, lightning strike, traffic accident, etc.
× Quality control department feedback with usage problems
Order cancellations and changes
