Return & Refund Policy

At Livtero, we want our customers to feel confident when shopping for home furnishings, decorative textiles, and lighting products.

We understand that a product may occasionally not meet your expectations. This Return & Refund Policy explains our return eligibility requirements, refund procedures, and how to request assistance with an order.

We aim to provide a clear and straightforward process for handling returns and resolving order-related concerns.

1. 30-Day Return Policy

Livtero accepts eligible return requests within 30 days of receiving your order.

If you are not satisfied with your purchase or would like to request a return, please contact our customer support team at [email protected] within 30 days of delivery.

To qualify for a standard return, products should meet the following conditions:

• The item is unused and in its original condition.

• The product has not been damaged, altered, or improperly handled after delivery.

• Original packaging, accessories, and included components are retained where applicable.

• Proof of purchase or a valid order number is provided.

For decorative pillows, throws, and other textile products, items should be clean, unused, and free from stains, odors, or damage caused after delivery.

For lighting products, items should not have been installed, modified, or damaged through use when returned due to a change of mind.

These conditions apply to standard returns and do not restrict customers' rights regarding defective, damaged, or incorrectly supplied products under applicable laws.

2. How to Request a Return

To request a return, please contact us by email:

Email: [email protected]

Please include the following information:

• Your order number.

• The name of the product you wish to return.

• The reason for your return request.

• Photographs of the product if it arrived damaged, defective, or incorrect.

Our customer support team will review your request and provide the appropriate return instructions.

Please contact us before sending a product back so we can provide the correct return arrangements.

Return instructions will be communicated directly after your request has been reviewed.

We encourage customers to retain relevant order information and packaging until any return-related concerns have been resolved.

3. Damaged, Defective, or Incorrect Products

We recommend inspecting your order after delivery.

If you receive a damaged, defective, or incorrect product, please contact [email protected] as soon as reasonably possible.

To help us review the issue, please provide your order number, a description of the problem, and photographs where available.

For lighting products, please do not install or continue using an item that appears damaged or unsafe.

After reviewing the information, we will work with you to determine an appropriate resolution, which may include:

• A replacement product, where available.

• A return and refund.

• Another suitable resolution based on the circumstances.

If a return is required due to a verified product defect, shipping damage, or an incorrect item, we will provide appropriate return shipping arrangements.

We aim to handle product-related concerns fairly and communicate the available options clearly.

4. Items That May Not Qualify for a Standard Return

Certain products may not qualify for a standard change-of-mind return if they are no longer in their original condition.

Examples include:

• Used or visibly soiled pillows, throws, and other textile products.

• Lighting fixtures that have been installed, modified, or damaged after delivery.

• Products with missing essential parts or accessories.

• Items damaged through improper handling or customer misuse.

Return eligibility will be reviewed according to the product's condition and the reason for the request.

These limitations do not exclude any mandatory consumer rights or remedies available under applicable laws.

If you are uncertain whether your product qualifies for a return, please contact our customer support team before making return arrangements.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Change-of-Mind Returns

For eligible returns requested because of personal preference, a change of mind, or a product no longer being needed, customers are generally responsible for return shipping costs unless otherwise agreed.

Damaged, Defective, or Incorrect Items

If a product arrives damaged, defective, or incorrect, Livtero will review the circumstances and provide appropriate return shipping arrangements when a return is required.

Any applicable shipping costs or other relevant return arrangements will be explained before the return is processed.

We encourage customers to contact us with any questions regarding return shipping before sending items back.

6. Refund Process

Once an eligible returned product has been received and inspected, we will notify you of the refund decision.

If your return is approved, the refund will be issued to the original payment method used for the purchase.

After a refund has been issued, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment provider.

Actual processing times may vary between financial institutions.

If your refund has been issued but is not yet reflected in your account, please check with your payment provider or contact our customer support team for assistance.

Any applicable refund of original shipping charges will be determined according to the reason for the return and applicable customer rights.

7. Exchanges

If you would like a different product, color, size, or style, please contact us at [email protected].

Exchange requests are subject to product availability and the condition of the original item.

Our customer support team will review the request and explain the available options.

For certain products, returning an eligible item and placing a new order may be the most practical option.

We aim to help customers find a suitable resolution based on their individual circumstances.

8. Order Cancellations

If you need to cancel an order, please contact our customer support team as soon as possible after placing it.

We will review the order status and confirm whether cancellation can still be arranged.

Orders that have already entered the shipping process may no longer be eligible for immediate cancellation.

If an order cannot be canceled before shipment, you may request a return after delivery in accordance with this policy.

Any applicable refund for a successfully canceled order will be processed through the original payment method.

9. Additional Information

We encourage customers to review product descriptions and specifications carefully before placing an order.

For home furnishings, please consider product dimensions, materials, colors, and care information.

For lighting products, please review the stated dimensions, electrical specifications, installation requirements, and product compatibility information.

Product appearance and colors may vary slightly due to photography, lighting conditions, and individual screen settings.

Customers are welcome to contact our support team if they need clarification about a product or an existing purchase.

At Livtero, we value clear communication and aim to provide a practical and consistent approach to customer service.

10. Contact Information

For questions about returns, refunds, exchanges, cancellations, or other order-related concerns, please contact us using the information below.

BRAND: Livtero

LEGAL COMPANY NAME: Guangzhou Tengningzhan Trading Co., Ltd.

OWNER / REPRESENTATIVE: Guo Shaolin

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Customer Support Phone: +86 186 7315 8274

WEBSITE: https://livtero.com

BUSINESS ADDRESS: Room 1004, No. 9 Bixi Street, Gangwan Subdistrict, Nansha District, Guangzhou, Guangdong, China

We appreciate your trust in Livtero and aim to provide clear information and helpful support throughout your shopping experience.