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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have 45 days from the date you received the goods (signed receipt) to request a return or exchange. If 45 days have passed since the receipt of your order, we unfortunately cannot offer you a refund or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible scratches, dents, or cosmetic damage upon arrival.

  • Quality Issues: The product is defective, structurally unstable, or broken.

  • Sensory Issues: The product has a strong unpleasant odor or severe color difference compared to the website description.

  • Wrong Item: The product received does not match the item ordered (incorrect model, size, or set).

  • No Reason Return: You have changed your mind or simply do not like the product (Subject to fee rules).

Return Process

  • Please contact us via email at info@livocarea.com or call +1 (646) 533-6583 to request a return. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the condition of the item.

  • Our customer service team will process your application immediately. If the application is approved, we will inform you via your contact method and provide the return address.

  • You need to send the product back to our designated return address and wait for us to receive the item.

  • Once received, we will immediately inspect the product to verify if it matches the situation you reported. If the inspection is approved, we will arrange a refund immediately. For more detailed information, please refer to the "Refund Process" policy.

Exchange Process

  • Please contact us via email at info@livocarea.com or call +1 (646) 533-6583 to request an exchange. You must provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • You need to send the product back to our designated return address and wait for us to receive the item.

  • Once received, we will immediately inspect the product. If the inspection confirms the issue, we will arrange for the new product to be prepared within 1-3 business days. The estimated delivery time for the new product is 7-10 business days. We will ship the new item to your original address. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.

  • Arrival Time: Depending on the processing efficiency of different banking institutions, we estimate that the refund will arrive in your account within 1-5 business days. If you have not received it after this period, please contact us.

Fee Rules

  • We pay shipping costs: If the return is due to appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.

  • You pay shipping costs: If the return is for "No Reason" or change of mind (Condition 5), you are responsible for the return shipping costs.

Return Label
For your convenience, a return label is included inside every package we ship. You may use this label to facilitate your return process.

Liability Disclaimer
We are not responsible for damages resulting from misuse, abuse, improper assembly by the user, or failure to follow the care instructions provided with the outdoor furniture. Normal wear and tear, or damage caused by extreme weather conditions not covered under standard durability guarantees, are not covered by this policy. We do not accept liability for packages lost during the return shipment if a tracking number is not provided by you (unless using our prepaid label).

Product Condition Requirements
To be eligible for a return, your item must be in the same condition that you received it. For "No Reason" returns, the furniture must be unused, unassembled (or disassembled carefully), and in its original packaging. If the original packaging is damaged, please ensure the item is securely packed to prevent damage during transit.

Order Cancellation
If you wish to cancel your order, please contact us immediately. If the order has not yet been shipped, we will cancel it and provide a full refund. If the order has already been shipped, you will need to follow the Return Process outlined above after receiving the goods.

Contact Us
If you have any questions about our Return and Refund Policy, please contact us:

Address: 121 HOUSTON RD, SCOTTS HILL, TN 38374-6411, US
Phone: +1 (646) 533-6583
Email: info@livocarea.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)