Returns & Refunds

If something is wrong with your order, contact support@livoragoods.com.au. Livora Goods handles your claim and will explain the next steps, including any return arrangements.

Your rights under the Australian Consumer Law (ACL) apply to every purchase, including sale items. Nothing in this policy limits those rights.

Faulty, damaged or incorrect items

If an item is faulty, damaged, unsafe, different from what you ordered or materially different from its description, let us know as soon as practical. This includes faults that become apparent after delivery.

We will assess the issue and provide the repair, replacement, refund or other remedy you are entitled to under the ACL. For a major failure, you can choose a refund or replacement in accordance with the ACL. For a minor problem, we will provide a free remedy within a reasonable time. If we cannot do so, you have further rights, which may include a refund or replacement.

You may also have rights to compensation under the ACL.

When to contact us

Delivery problems — please report within 7 calendar days where possible. Please check your order after delivery and contact us about visible damage, missing parts or an incorrect item within 7 calendar days of receiving it, where reasonably possible. This helps us investigate promptly. This is a requested reporting timeframe, not a condition of receiving a remedy: contact us even if more than 7 days have passed.

Faults discovered later. Contact us as soon as practical after discovering the problem. Consumer guarantees apply for a reasonable period having regard to the product's type, price, expected use and durability. We assess the circumstances of each claim; there is no single maximum return period that applies to every product or fault. The 7-day reporting request does not limit your rights under the ACL.

How to get help

1. Email us: send your order number or other proof of purchase, and a short description of the problem, to support@livoragoods.com.au.

2. Help us assess the issue: photographs or a short video can help where reasonably possible. For transit damage, packaging photographs are useful if available. If you cannot provide these, let us know. Original packaging is not required for an ACL claim.

3. Follow the return instructions: we will explain the assessment outcome and next steps, including whether the item needs to be returned and the correct return address. Please contact us before posting it so it goes to the right place.

You deal with Livora Goods about your purchase; you do not need to negotiate a remedy with our supplier. We may request reasonable information or assess the item before confirming a remedy.

Return arrangements and costs

Return addresses can vary by product. Use the address we provide rather than an address on the original parcel.

We cover reasonable return costs for confirmed faulty, damaged, incorrect or other products that fail to meet an applicable consumer guarantee. If you have already paid reasonable return postage, keep the receipt so we can reimburse you.

For faulty items that are large, heavy or difficult to return, we will arrange collection or cover the return costs within a reasonable time, as required by the ACL.

Refunds

When a refund is approved, we will issue it without undue delay to your original payment method unless we agree otherwise with you. We will email you when it has been processed.

Your bank or payment provider may take additional time to credit the funds. If a refund has not appeared after you receive our processing confirmation, email us so we can check its status.

Change of mind

We do not generally accept returns, exchanges or refunds solely for a change of mind, including an incorrect size or product selection where the item was accurately described. Please check measurements and compatibility before ordering, or contact us if you need help.

This does not affect your rights if a product is faulty, misdescribed or otherwise fails to meet a consumer guarantee.

Cancelling an order

Email support@livoragoods.com.au as soon as possible if you need to cancel. We will try to help before the order enters fulfilment, but cancellation may no longer be possible once processing or dispatch has begun. Any cancellation rights under Australian law still apply.