Refund policy

Refund & Return Policy

Last Updated: August 24, 2026

At LIVOYA, we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or leaking product, we are happy to help with a replacement or refund, subject to the conditions below.

1. Return Eligibility

You may request a return or replacement if:

You received a damaged product.
You received a defective product.
You received the wrong product.
The product is leaking or has been damaged during transit.
The product received is materially different from what was ordered.

For hygiene and safety reasons, opened or used personal-care products cannot normally be returned or exchanged, unless the product is defective, damaged, leaking, or incorrect.

2. Return Request Period

Please contact us within 48 hours of delivery if you receive a damaged, defective, leaking, or incorrect product.

To request a return or replacement, contact us at:

Email: [YOUR EMAIL ADDRESS]
Phone/WhatsApp: [YOUR PHONE NUMBER]

Please include:

Order number
Customer name
Product name
Reason for the return
Clear photographs of the product and packaging
Unboxing video, if available

We strongly recommend recording an unboxing video when opening your package. This may help us verify damage or missing/incorrect items.

3. Products That Cannot Be Returned

Returns or exchanges are generally not accepted for:

Products that have been opened or used, except in cases of defect, damage, leakage, or wrong product.
Products damaged after delivery due to improper use or storage.
Products returned without the original packaging, where the packaging is required to verify the issue.
Products returned after the applicable return-request period.
Change-of-mind purchases, unless specifically approved by us.

4. Damaged or Incorrect Products

If your order arrives damaged, leaking, defective, or incorrect, please contact us within 48 hours of delivery.

After reviewing the submitted information, we may offer:

A replacement product; or
A refund of the eligible product amount.

We may request photographs, videos, or other information before approving the return or replacement.

5. Return Shipping

If the return is approved because the product was damaged, defective, leaking, or incorrectly shipped, we will provide instructions regarding the return shipment.

For other return requests, the customer may be responsible for applicable return shipping costs.

6. Refunds

Once an eligible refund is approved, the refund will be processed to the original payment method where possible.

For prepaid orders, the refund will generally be initiated after the return/issue has been verified and approved.

The time taken for the refund to appear in your bank account or payment account may depend on your bank, card issuer, payment gateway, or other financial institution.

For Cash on Delivery (COD) orders, we may request valid bank account or UPI details to process an approved refund.

7. Cancellation of Orders

You may request cancellation of your order before it has been shipped.

Once an order has been shipped, cancellation may not be possible. In such cases, you may contact us and we will advise you of the available options.

8. Missing Items

If any item is missing from your package, please contact us within 48 hours of delivery with your order number and photographs/video of the package and its contents.

We will investigate the issue and, if verified, arrange an appropriate resolution.

9. Exchange / Replacement

If an eligible product is approved for replacement, we will arrange the replacement subject to product availability.

If the same product is unavailable, we may offer an alternative resolution or refund.

10. Refunds for Failed or Cancelled Prepaid Orders

If a prepaid order is successfully cancelled before shipment, or if we are unable to fulfil the order, the eligible amount paid by the customer will be refunded.

11. Contact Us

For return, replacement, cancellation, or refund requests, please contact:

LIVOYA