Refund policy

Refund & Returns Policy — Livare Home

This page explains how to return something, how long you have, who pays for the return and when you get your money back. It applies to every order placed on livare-home.com. Questions go to support@livare-home.com.

The short version

  • Return window: 30 days from delivery.
  • Changed your mind: you arrange and pay for the return postage.
  • Faulty, damaged or wrong item: we pay for the return, and you get a replacement or a full refund.
  • Refund method: back to your original payment method.
  • Refund timing: within 10 business days of your return reaching us.
  • To start a return: email support@livare-home.com with your order number.

1. Your statutory right to cancel

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason. This is separate from, and in addition to, the 30-day window described below.

To exercise it, email support@livare-home.com before the 14 days expire. You then have a further 14 days to send the goods back. We will refund the price you paid, including any standard outbound delivery cost, within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever comes first.

2. Our 30-day returns window

On top of your statutory rights, we give you 30 days from delivery to decide whether something is right for you. This is a voluntary commercial promise. It never replaces or reduces the rights set out in section 1.

3. Who pays for the return

If you have changed your mind — the item is not faulty, not damaged and is what you ordered — you are responsible for arranging the return and for paying the return postage. We recommend a tracked service, because the item remains your responsibility until it reaches us. We cannot refund an item we never receive.

If the item is faulty, damaged in transit, not as described, or not what you ordered — we cover the cost of the return in full. Do not pay for postage in this situation: contact us first and we will arrange the return or reimburse your postage. You are also entitled to a replacement or a full refund, whichever you prefer.

Outbound delivery is free on all UK orders, so there is no delivery charge for us to refund on a cancelled order.

4. Condition of returned items

Please return items in a condition we can resell: unused, complete with all parts and accessories, and in their original packaging where possible.

You are entitled to handle goods as you would in a shop in order to establish their nature, characteristics and function. If you handle them beyond that and their value is reduced as a result, we may deduct the reduction in value from your refund. We will always tell you before making a deduction and explain how it was calculated.

5. Items that cannot be returned once opened

In line with Regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to:

  • Sealed goods that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. This includes personal care and intimate wellness products.
  • Goods made to your specification or clearly personalised.
  • Sealed audio or video recordings or sealed software, once unsealed.
  • Goods that are liable to deteriorate or expire rapidly.

These exclusions apply only to change-of-mind returns. If an item in any of these categories arrives faulty, damaged or not as described, you are fully covered and section 3 applies, whether or not it has been opened.

6. How to start a return

  1. Email support@livare-home.com within 30 days of delivery. Include your order number and tell us what you are returning and why.
  2. We reply within one business day with the return address and instructions.
  3. Pack the item securely and send it back. For change-of-mind returns, keep your proof of postage.
  4. We email you when your return arrives and confirm the refund.

Please do not send anything back before contacting us. Returns sent without prior contact can be delayed or go unrecorded.

7. Refunds

Refunds are issued to the original payment method. We process refunds within 10 business days of your return reaching us, and within 14 days where you are exercising your statutory right to cancel.

Once we have processed a refund, the time it takes to appear in your account depends on your bank or card issuer, usually 3 to 5 business days. If more than 15 business days have passed since we confirmed your refund and it has not arrived, contact us and we will investigate with our payment processor.

Where a multi-buy or volume discount applied to your order and you return part of it, the discount is recalculated against the items you keep, and the refund reflects the price actually paid for the returned item.

8. Damaged, faulty or incorrect items

Please check your order on arrival. If something is damaged, faulty or not what you ordered, email support@livare-home.com with a photograph. We will arrange a replacement or a full refund, whichever you prefer, at no cost to you.

Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund. After 30 days, and for six months from delivery, you remain entitled to a repair or replacement, and to a refund if that is not possible. These rights are unaffected by anything else on this page.

9. Exchanges

We do not process direct exchanges on change-of-mind returns. Return the item for a refund and place a new order for what you want instead — it is faster than waiting for an exchange to be processed.

Where an item is faulty or incorrect, we send a replacement rather than asking you to reorder.

10. Orders that never arrived

If your order has not arrived within 10 business days of dispatch, contact us. We will resend it or refund you in full, whichever you prefer. See our Shipping Policy for delivery estimates and tracking.

11. Contact

Northoak Trading Group LLC, trading as Livare Home
2106 House Avenue, Suite 475, Cheyenne, Wyoming 82001, United States
Email: support@livare-home.com

We answer emails Monday to Friday and aim to reply within one business day.