Return and exchange policy

This Return and Exchange Policy applies to all products purchased through Livomirae (hereinafter referred to as “we”, “us”, or “our”) via our online store. It outlines the applicable timeframes, conditions, procedures, and responsibilities related to returns and exchanges. Please review this policy carefully before submitting any request.

1. Return and Exchange Validity Period

Return or exchange requests may be submitted within 30 days from the date the order is confirmed as received. Requests submitted beyond this timeframe will not be accepted.

2. Conditions for Returns and Exchanges

Within the valid period, return or exchange requests may be accepted under the following circumstances:

• The product has visible appearance defects or damage;
• The product has quality-related issues that affect normal use;
• The product has unusual odors, significant color differences, or other abnormal conditions;
• The received product does not match the order details (wrong item or missing item);
• Returns or exchanges without a specific reason may be accepted, provided the product remains unused, in good condition, and suitable for resale.

3. Return Process

1. Contact us via email or phone to submit a return request and provide your order number, payment proof (if applicable), return reason, and relevant photos or videos as supporting evidence;
2. Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions;
3. Please send the product back to the specified return address and wait for confirmation that we have received the returned item;
4. After receiving and inspecting the item, if it meets the conditions described in your request, we will arrange the refund promptly.

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

4. Exchange Process

1. Submit an exchange request by contacting us via email or phone and provide your order number, payment proof (if applicable), exchange reason, and supporting photos or videos as evidence;
2. Once approved, our customer service team will notify you and provide the designated return address along with further instructions;
3. Please return the original product to the specified address and wait for confirmation that we have received the item;
4. After inspection confirms eligibility, a replacement product will be shipped to your address within 1–3 business days.

For shipping timeframes, please refer to our Shipping Policy.

5. Refund Process

• Refund Method: Refunds will be issued to the original payment card used at checkout (Visa or MasterCard).
• Processing Time: Depending on the processing speed of your card issuer, refunds are expected to be credited within 1–5 business days.
• If the refund is not received within this period, please contact us for assistance.

6. Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or incorrect items received, the return shipping costs will be covered by us;
• For returns or exchanges without a specific reason (change of mind), the return shipping costs will be borne by you.

7. Responsibility Statement

We handle return and exchange requests in accordance with this policy. Requests may be declined if required information is incomplete, procedures are not followed, or the returned item does not meet eligibility conditions.

8. Return Label

A return label may be included inside the package for certain orders. If a return label is provided, please ensure it remains intact and clearly visible to help facilitate accurate identification and efficient processing.

9. Contact Us

If you have any questions regarding this Return and Exchange Policy or need assistance, please contact us using the information below:

• Contact Address: 3078 Azlee Place Northwest, Atlanta, GA 30318-4402, United States
• Customer Service Phone: +1 (917) 274-5024
• Customer Service Email: solutions@livomirae.com
• Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)