Return Exchange Policy

This Return Exchange Policy applies to the online store operated under liviwood (hereinafter referred to as “we”).
It explains the applicable conditions, procedures, and responsibilities related to returns, exchanges, and refunds for products purchased through our online store.

1. Return Exchange Validity Period

Products are eligible for return or exchange within 30 days from the date of receipt.
Requests submitted after this period fall outside the scope of this policy.

2. Return and Exchange Conditions

Within the valid return and exchange period, a request may be submitted under any of the following circumstances:

1. The product has visible appearance issues that were not caused after receipt;

2. The product has a quality issue that affects normal use;

3. The product has an unusual odour or shows a serious colour difference that is clearly inconsistent with expectations;

4. The item received does not match the product description, images, or specifications shown at the time of purchase;

5. A return or exchange request is submitted without a stated reason, provided the product remains in acceptable condition and does not affect resale.

Whether the above conditions are met will be determined based on the actual condition of the product and the information provided.

3. Return Process

To request a return, please follow the steps below:

1. Contact us via email or telephone to submit a return request, and provide the order number, payment proof, reason for return or exchange, along with relevant photos or videos;

2. Our customer service team will process your request. If approved, you will be notified through your contact details and provided with a return address;

3. Please send the product back to the designated return address and wait for us to receive the item;

4. After the product is received, we will inspect whether it matches the reported condition. If the inspection is approved, a refund will be arranged accordingly.
   For further details, please refer to the Refund Policy.

4. Exchange Process

To request an exchange, please proceed as follows:

1. Contact us via email or telephone to submit an exchange request, providing the order number, payment proof, reason for exchange, and relevant photos or videos;

2. Our customer service team will review the request. If approved, you will be informed and provided with a return address;

3. Please return the product to the specified address and wait for it to be received;

4. Once the returned product is received and verified, a replacement item will be arranged and shipped to your address within 1–3 working days.
   For shipping time details, please refer to the Shipping Policy.

5. Refund Process

• Refund Method: Refunds will be issued to the original payment card used at checkout (Visa, MasterCard);

• Refund Timeframe: Depending on the processing efficiency of different card issuers, refunds are expected to be credited within 3–7working days;

• If the refund is not received after this period, please contact us for further assistance.

6.Faulty, Damaged, or Incorrect Items

If an item is received in a damaged, defective, or incorrect state, notification should be provided within a reasonable time after delivery.

To assist with review, supporting information may be requested, such as photographs, order references, or a brief explanation of the issue.
Available resolutions depend on the nature of the issue and may include a return, exchange, or refund where applicable.

7. Cost Rules

1. For returns or exchanges caused by appearance issues, quality problems, unusual odour, serious colour differences, or incorrect items, the return shipping cost will be borne by us;

2. For no-reason returns or exchanges, the return shipping cost will be borne by you.

8. Responsibility Statement

We handle return and exchange requests in accordance with the conditions and procedures outlined in this policy.
Incomplete information, damage during return shipping, or failure to follow the stated process may affect the outcome of the request.

9. Contact Us

If you have any questions regarding returns or exchanges, please contact us through the following channels:

Address: 333 S MOCK RD APT 35,ALBANY,GA,31705-3478,US

Email: easyhelp@liviwood.com

Customer Service Telephone: +1(315)501-8391

Online Service Hours: Monday to Friday  09:00 – 12:30 and 14:00 – 18:00 (UK Time)