Refund policy

RETURN POLICY

Due to hygiene and safety reasons, personal care products, oils, and baby care products cannot be returned once opened, used, or delivered in good condition.

We accept return, replacement, or refund requests only in the following cases:

  • The product was damaged during transit
  • The product was leaking, broken, or tampered with on arrival
  • You received the wrong product
  • The product was missing from your order
  • The product was defective at the time of delivery

To raise a return, replacement, or refund request, please contact us within 48 hours of delivery.

Requests raised after 48 hours may not be accepted.

RETURN REQUEST REQUIREMENTS

To process your request, please share:

  1. Order number
  2. Photos or videos of the damaged, wrong, or defective product
  3. Photos of the outer packaging
  4. Delivery details
  5. A clear description of the issue

Please do not use the product or dispose of the packaging until the claim is resolved.

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Products that have been opened or used
  • Products damaged after delivery
  • Products returned without original packaging
  • Products purchased during final sale or clearance, if marked non-returnable
  • Gift cards or promotional items
  • Products where the return window has passed

REFUND PROCESS

Once your claim is reviewed and approved, we may offer one of the following:

  • Replacement of the product
  • Refund to the original payment method

Store credit, if applicable

Refunds are usually processed within 7-10 business days after approval, subject to payment gateway and bank timelines.

CANCELLATION REFUNDS

If your order is cancelled before it is processed or shipped, the full amount paid will be refunded.

Orders that have already been processed or shipped cannot be cancelled.

LOST OR UNDELIVERED ORDERS

If your order is confirmed as lost or undelivered by the courier partner, we will issue a refund or replacement after verification.

REFUND REJECTION

Refunds may be rejected if:

  • The request is raised after the allowed window
  • The product has been used
  • The issue is not supported by photos or required details
  • The packaging has been discarded before investigation
  • The damage occurred after delivery

CONTACT FOR RETURNS AND REFUNDS

For return, replacement, or refund queries, contact:

care@livi.in