Refund policy

At Livora Goods, we want you to feel confident when shopping with us. This policy explains our 30-day change-of-mind return window as well as your rights under the Australian Consumer Law.

30-Day Change-of-Mind Returns

You may request a change-of-mind return within 30 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

• unused and in the same condition in which it was received;
• complete with any included accessories or parts;
• returned in its original packaging where reasonably possible; and
• accompanied by proof of purchase.

To request a return, please contact us through our Contact Us page before sending anything back.

Please do not return products to the sender address shown on the parcel. Return instructions and the appropriate return destination will be provided after your request has been reviewed.

Unauthorised returns may not be accepted.

Change-of-Mind Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed.

Original shipping charges, if any, are not refundable for change-of-mind returns.

We recommend using a tracked shipping service, as Livora Goods cannot be responsible for return parcels that are lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if your item is damaged, faulty, materially different from its description, or if you receive the wrong item.

Please provide your order number together with clear photos or video where reasonably requested so we can assess the issue.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Depending on the nature of the problem and your rights under the Australian Consumer Law, an appropriate remedy may include repair, replacement, refund or another remedy.

For major problems with a product, Australian consumers may be entitled to choose between a refund and replacement. For minor problems, we may first provide or arrange an appropriate remedy as permitted by law.

Return Costs for Faulty Products

Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs may need to be reimbursed in accordance with applicable law.

Please contact us before arranging a return so we can provide the correct instructions.

Non-Returnable Items

Change-of-mind returns may not be available for:

• gift cards;
• personalised or custom-made products;
• perishable goods;
• personal-care items that have been opened or used where return would be inappropriate for hygiene reasons;
• hazardous materials or flammable goods.

This does not limit any rights available under the Australian Consumer Law where a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet applicable consumer guarantees. Consumer guarantees apply automatically and cannot be removed by store policy.

Exchanges

The fastest way to obtain a different product is to return the original item through the approved return process and place a separate order once the return has been accepted.

Where an item is faulty or otherwise covered by Australian Consumer Law remedies, your statutory rights continue to apply.

Order Cancellations and Changes

Please contact us as soon as possible if you need to cancel or change an order.

We will try to assist, but we cannot guarantee that an order can be changed or cancelled once processing or fulfilment has begun.

Refunds

Once an approved return has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.

Please allow up to 10 business days after a refund has been issued for your bank or payment provider to process and display the funds.

If more than 15 business days have passed after we confirmed that your refund was issued, please contact us through our Contact Us page.

Questions

For questions about returns, refunds or damaged items, please contact us through our Contact Us page.